Refund policy

At NEMO India, we are committed to providing a reliable shopping experience and quality products. Due to the nature of our products and hygiene considerations, returns are generally not accepted once an order has been delivered.

However, in certain cases, a replacement, refund, or other suitable resolution may be considered, subject to review and approval.

1. Eligible Cases

A replacement or refund may be considered only in the following situations:

  1. The product received is damaged
  2. The product received is defective
  3. The wrong product has been delivered
  4. Items are missing from the order
  5. The product has a genuine quality issue at the time of delivery

2. How to Raise a Request

If you receive a damaged, defective, incorrect, or incomplete order, please contact our customer care team with your order details.

Email: nemo@versionwhale.com
Phone:  +91 -9945783300 (Whatsapp Available)
Working Hours: Monday to Friday, 10:00 AM to 5:30 PM IST

3. Proof Required

To support any refund, replacement, or exchange request, customers are strongly advised to record a clear unboxing video while opening the package.

This helps us verify claims related to:

  • damaged product

  • missing items

  • wrong product delivered

  • packaging issues on arrival

Customers may also be asked to share clear photos of:

  • the outer shipping package

  • the shipping label

  • the product received

  • the issue observed

4. Review & Approval

All refund, replacement, exchange, or resolution requests are subject to review and inspection by NEMO India.

Approval will depend on the details and proof shared by the customer. NEMO India reserves the right to accept or reject any request if it does not meet the conditions of this policy.

5. Non-Refundable / Non-Returnable Cases

Refunds, returns, replacements, or exchanges will not be accepted in the following cases:

  • The product does not fit the customer’s tap, shower, or existing fixture due to compatibility mismatch

  • The fragrance strength, scent profile, or overall fragrance experience is not as per the customer’s personal preference

  • Dissatisfaction based on subjective preference, including fragrance intensity, scent type, or usage experience

  • The product has been used, opened, installed, altered, or tampered with, unless a manufacturing defect is established

  • The product has been damaged due to improper installation, misuse, negligence, mishandling, or failure to follow usage instructions

  • The request is made without sufficient proof of damage, defect, missing item, or incorrect delivery

  • Opened or used refilters, cartridges, or similar consumable components are reported for return on hygiene or preference grounds

  • Normal wear and tear arising from usage is claimed as a defect

Please ensure compatibility with your tap, shower, or fixture before placing the order, as refunds or replacements will not be accepted solely on the basis of fitting mismatch unless the wrong product was delivered by us.

Fragrance perception is subjective and may vary from person to person. Therefore, requests based only on fragrance preference, fragrance level, or scent expectation will not qualify for refund, return, or replacement.

6. Refund & Replacement Process

If a refund or replacement request is approved, the same will be processed within 10 to 15 business days, subject to review and product inspection, wherever applicable.

  • Replacements will be subject to product availability

  • Approved refunds will be processed to the original payment source

  • The time taken for the amount to reflect may vary depending on the customer’s bank or payment provider

7. Non-Refundable Charges

Shipping charges, if any, are non-refundable, unless the refund is being issued due to an error on our part, such as delivery of a damaged, defective, or incorrect product.

8. Cancellation Policy

If you wish to cancel your order, please contact our customer care team within 24 hours of placing the order, or before the order has been shipped, whichever is earlier.

Email: nemo@versionwhale.com

Phone: +91 -9945783300 (Whatsapp Available)

Working Hours
Monday to Saturday
10:00 AM to 5:30 PM IST

Once an order has been shipped, it may no longer be eligible for cancellation.

9. Refund for Cancelled Orders

If your cancellation request is successfully accepted, any amount paid will be refunded to the original payment source within 7 to 10 business days, subject to standard processing timelines.

10. Important Note

NEMO India reserves the right to refuse any return, refund, replacement, exchange, or cancellation request if the product does not satisfy the applicable conditions under this policy.

Response or processing timelines may be affected on weekends, public holidays, or due to circumstances beyond our reasonable control.