Refund policy
NienBam 15-30 Day 100% Refund Policy:
Unopened products may be returned for a full refund for any reason within 30 days of receipt for lighting products and 15 days for all other products, except for non-refundable corporate purchase orders and custom products. If you purchased NienBam products through an authorized retailer, please return your accessories to the retailer with proof of purchase in accordance with the retailer's policy. Once the returned merchandise is returned to NienBam's warehouse for inspection, the refund process will begin. You may return any physical product purchased on nienbam.com in accordance with the terms below.
Conditions for Free Returns and Exchanges
Generally speaking, There are Two Reasons for Returns:
① Product reasons: product quality problems or damage caused during transportation, etc.
② Personal reasons: such as suddenly not wanting it, or not liking it, etc.
Note: If it is a problem with the product itself or any problem during transportation, we will provide free returns and exchanges. If you don’t like the product for personal reasons, the customer needs to be responsible for the cost of the return and exchange.
We are sure that you will love your order when it arrives, but if you don’t like it for any reason, please leave us a quick message through our "Contact Us" page, or just reply to the shipping update email, and we will arrange it for you.
To Qualify for A Refund:
- A return authorization must be requested from our customer service team within 15-30 days of the delivery date.
- To request a return authorization, please contact our customer service team. Once approved, you will be provided with a prepaid shipping label and further instructions to complete your return.
- For non-quality issues, the product you return must be in its original condition without unpacking.
- Any product that is not in its original condition, which means it is damaged or missing parts due to no fault of ours.
- Products returned to the sender as an undelivered order.
- Orders not delivered within 90 days.
All of the above are eligible for partial/full refunds and exchanges. Refunds may be denied if the item does not meet the above requirements.
Orders Not Eligible for Refund
- Orders that do not qualify for the 15-30 day return and exchange policy.
- Customized products based on the customer's wishes.
- Misunderstanding of the product listing despite being clearly marked as non-discounted items.
For items that are not eligible for return refund, you will be responsible for the return shipping costs. Shipping costs are non-refundable. We will deduct up to 70% of your cost + service fee for the refund amount. We do not accept any unregistered packages and any unregistered packages will be rejected.
Although we strive to provide accurate product descriptions, there may be differences from the actual product. We encourage customers to ask as many questions as possible to ensure that the shopping experience meets expectations. Our customer service representatives will be happy to answer any questions you may have.
How Do I Return A Product?
1. Contact us directly on the order page
2. Click the online service icon on nienbam.com to communicate with us online
3. State the reason for the return and provide an invoice or screenshot to confirm the order number. Send to our customer service email address service@nienbam.com
NienBam will share the corresponding return address with you within 24 working hours.
Our Return Process
Note: Read the Return Policy above to determine if your order qualifies for a refund/return.
Step 1: Submit an inquiry at service@nienbam.com, including the reason for your return
Step 2: We confirm the refund amount you qualify for based on your reason for return and the items in your order.
Step 3: We provide the return address and shipping label instructions. If you do not follow our instructions, we will not be able to issue you a refund.
Step 4: You are responsible for shipping your item. We do not cover return shipping costs or provide prepaid labels. Please print your order confirmation email and include it in your return package.
Step 5: Notify us via email that you have sent your return and provide us with your tracking number (if applicable).
Step 6: We will process your return within 2-5 business days of receiving your returned item.
Step 7: If shipping from our facility to your destination, you will need to return the package to our facility.
If the package is shipped from our warehouse to the destination, you need to return the package to our warehouse, so we need to provide a different return address based on your order.
How Long Does It Take to Receive A Refund?
- It takes 2-5 business days to check all returned items and 7-14 business days for the credit to reflect on your bank statement.
- If you haven't received your refund yet, first check your bank account again.
- Then contact your credit card company, it may take some time for your refund to be officially posted.
- Next, contact your bank. It usually takes some processing time before a refund is issued.
- If you have done all of this and still haven't received your refund, please contact us via our contact page.
We have a responsibility to provide you with goods that comply with your consumer rights. If you have any concerns that we are not meeting our legal obligations, please contact us
What Are The Return Addresses?
If you require a full return address, our dedicated support team is here to help. Simply contact them and they will immediately provide you with full return address details for your specific location, ensuring a smooth and hassle-free return process.
We have multiple return addresses in North America as well as Australia to facilitate the return process for our customers. All customers are asked to contact us before initiating a return. This allows us to have a thorough discussion about a return plan that is tailored to your specific circumstances. We are committed to keeping our customers fully informed about the return process, ensuring a seamless and efficient experience.
If your return is accepted, we will send you the return shipping address, as well as instructions on how and where to send your package. Items returned to us without first requesting a return will not be accepted.
Please note that shipping charges are non-refundable if we have fulfilled our delivery obligations, but are refundable if the package is not shipped.
For any returns and exchanges, you can always contact us at service@nienbam.com.
How do I Change Or Cancel My Order?
If you need to change or cancel your order, please contact us before the product has been shipped. Please be sure to include your order number and the changes you would like to make, which we will confirm once completed. Please note that any order that has already been packed or shipped cannot be changed or cancelled. If your order has already been shipped and you still want to cancel your order, you can choose to refuse the product, but you will be responsible for the shipping costs incurred, and we will process your refund once the product returns to our warehouse.
Returns and Exchanges in EU Countries
Notwithstanding the above, if the goods are shipped to the EU, you have the right to cancel or return your order for any reason within 14 days without any valid reason. As stated above, your goods must be in the same condition as you received them, unworn or unused, with tags attached and in the original packaging. You will also need a receipt or proof of purchase.
Package Loss Or Damage:
★ All damaged packages must be reported to our customer service team within 3 days of receipt.
★ We will fully refund or reissue all packages lost during transportation. If the logistics track shows that the product has been delivered, but you have not received the goods, please first check around your home to see if your package is there. If not, please contact the logistics provider first and then synchronize the information to us.
★ Please do not discard any products or shipping materials until the problem is resolved.
★ When notifying us of the damage, please include the following in your message: photos/videos showing the damage, description of the damage, and any other valuable information.
After-sales issues:
★ Lighting products have a 1-year warranty policy. During this period, we will provide warranty service for any quality problems of the product. After the period, we provide lifetime technical support services.
Customer service email: service@nienbam.com
