Refund policy
Thank you for shopping with Nelie Phie. We want you to be satisfied with your purchase. Because our shop offers both physical products and digital products, different return and refund conditions apply depending on the type of product purchased.
Please read this Return & Refund Policy carefully before placing your order.
1. Physical Products
14-Day Right of Withdrawal
If you are a consumer located in the European Union or European Economic Area, you generally have the right to withdraw from your purchase of eligible physical products within 14 days without providing a reason.
The withdrawal period begins on the day you, or a third party designated by you other than the carrier, receives the product.
To exercise your right of withdrawal, please contact Nelie Phie within the 14-day period and clearly state that you wish to withdraw from your purchase.
Return Conditions
To be eligible for a return, the product should be returned in substantially the same condition in which it was received.
Where reasonably possible, products should be:
- Unused and undamaged;
- Returned with their original packaging, tags, labels, and accessories; and
- Securely packaged to prevent damage during return shipping.
You may inspect a product as you reasonably would in a physical shop. However, you may be responsible for any reduction in the product's value resulting from handling beyond what is necessary to establish its nature, characteristics, and functionality.
Return Shipping Costs
Unless otherwise stated, the customer is responsible for the direct cost of returning a physical product when exercising the statutory right of withdrawal.
If a product is defective, damaged, or incorrect due to an error on our part, please contact us before returning it. Where legally required, Nelie Phie will cover the appropriate return or replacement costs.
Please retain your return shipping receipt and tracking information until your return has been completed.
2. Refunds for Physical Products
Once your return has been received and reviewed, we will process any refund due in accordance with applicable law.
For a valid statutory withdrawal, eligible payments received from you, including the cost of our least expensive standard delivery option where required by law, will be refunded.
Additional delivery costs resulting from your choice of a more expensive delivery method are generally not refundable beyond the cost of standard delivery.
We may withhold the refund until we have received the returned goods or you have provided evidence that you have sent the goods back, whichever occurs first, where permitted by law.
Refunds will normally be issued using the same payment method used for the original transaction, unless otherwise agreed.
3. Damaged, Defective, or Incorrect Physical Products
Please inspect your order after delivery.
If you receive a product that is damaged, defective, or different from what you ordered, contact Nelie Phie as soon as reasonably possible and provide:
- Your order number;
- A description of the problem; and
- Photographs of the product and packaging where appropriate.
We will review the issue and provide an appropriate remedy in accordance with applicable consumer law, which may include repair, replacement, price reduction, or refund depending on the circumstances.
Nothing in this policy limits your statutory rights regarding defective or non-conforming goods.
4. Non-Returnable Physical Products
Certain products may be excluded from the statutory right of withdrawal where permitted by law. These may include, for example:
- Products made to your specifications or clearly personalized;
- Sealed products that are not suitable for return for health protection or hygiene reasons once the seal has been removed;
- Products that deteriorate or expire rapidly; and
- Other products specifically excluded from withdrawal rights under applicable law.
Any applicable exception will be communicated where appropriate.
5. Digital Products
Nelie Phie may sell digital products including, but not limited to:
- E-books;
- PDF files;
- Digital guides;
- Workbooks;
- Templates;
- Downloadable resources;
- Online educational materials; and
- Other digital content.
Because digital products can be accessed, downloaded, or used immediately after purchase, different withdrawal rules may apply.
EU/EEA Digital Content
For customers in the EU/EEA, you generally have a 14-day withdrawal right for digital content unless you expressly consent to the supply of the digital content beginning during the withdrawal period and acknowledge that you thereby lose your right of withdrawal once performance begins, as required by applicable law.
Where the legally required consent and acknowledgment have been obtained and the digital content has been supplied or access has begun, the purchase will generally be non-refundable due to a change of mind.
This does not affect your statutory rights if the digital product is defective, inaccessible, materially different from its description, or otherwise does not conform to the contract.
6. Problems With Digital Products
If you experience a technical problem with a digital product, such as:
- A download link that does not work;
- A corrupted or unreadable file;
- Missing files;
- Receiving the wrong digital product; or
- Being unable to access purchased content,
please contact Nelie Phie.
We will make reasonable efforts to correct the issue, provide a replacement file or access method, or provide another remedy where required by applicable law.
7. Duplicate Purchases
If you accidentally purchase the same digital product more than once, please contact us as soon as possible.
We may refund an accidental duplicate transaction after verifying the duplicate purchase.
8. Sale and Promotional Items
Discounted or promotional purchases remain subject to applicable statutory consumer rights.
A sale or discounted price does not remove any legal rights you may have regarding withdrawal, defective products, or products that do not conform to the contract.
9. Exchanges
We do not guarantee direct exchanges.
Where appropriate, you may be asked to return an eligible physical product and place a new order for the desired product.
This does not affect any statutory rights you may have to replacement or another remedy for defective or non-conforming goods.
10. Refund Processing
Once a refund has been approved, it will be submitted to the original payment method as soon as reasonably possible.
The time required for the refund to appear in your account may depend on your bank, card issuer, payment provider, or other financial institution.
Nelie Phie is not responsible for processing delays caused solely by third-party payment providers after a refund has been properly issued.
11. How to Request a Return or Refund
To request a return, report a defective product, or ask about a refund, please contact:
Business/Website Owner: Nelie Phie
Business Address:
Email: nelie@neliephie.com
Website: www.neliephie.com
Please include your name, order number, product purchased, and reason for contacting us so that we can process your request efficiently.
Please do not return physical products without following the return instructions provided by Nelie Phie.
12. Statutory Consumer Rights
This Return & Refund Policy is intended to explain Nelie Phie's general return and refund procedures. It does not exclude, restrict, or replace any mandatory consumer rights available to you under applicable law.
Where this policy conflicts with mandatory consumer protection law, the applicable statutory provisions will prevail.
13. Changes to This Policy
Nelie Phie reserves the right to update or modify this Return & Refund Policy when necessary, including to reflect changes to our products, business practices, or legal obligations.
The most current version will be published on our website with the applicable "Last Updated" date.