Refund policy

14-Day Return Policy

House of Nero accepts eligible return requests made within 14 days of the date your order is delivered.

To be eligible for a return, merchandise must be in perfect original condition, unworn, unused, and unwashed, with all original tags and attachments, including any boxes, dust bags, accessories, and original packaging. Proof of purchase is also required.

To request a return, contact us at houseofnerohq@gmail.com within 14 days of delivery. Please include your order number and the item(s) you wish to return.

Do not ship merchandise back without first receiving return authorization and return instructions from House of Nero. Orders may be fulfilled from different warehouse locations, and merchandise must be returned to the correct facility. Once a return has been approved, the returned merchandise must be received at the designated return facility within 14 days following approval.

Return Shipping

For returns due to customer preference or dissatisfaction, return shipping is the customer's responsibility. Customers may purchase an authorized return shipping label through House of Nero or use their own return label as instructed.

If using your own return label, returns must be shipped using UPS, FedEx, or DHL with an active tracking number. Returns sent through regular postal services cannot be accepted.

Any customs duties or charges associated with a customer return are the customer's responsibility. If customs charges are assessed against a return shipment, those charges must be paid before the return can be processed for a refund.

Damaged, Defective, or Incorrect Items

Please inspect your order immediately upon delivery. If you receive an incorrect, damaged, or defective item, contact houseofnerohq@gmail.com as soon as possible. Please include your order number, an explanation of the issue, and clear photographs showing the condition of the merchandise.

After the issue has been reviewed and confirmed, return instructions will be provided. A return shipping label will be provided for merchandise confirmed to have been defective when shipped or incorrectly dispatched. Damage resulting from customer misuse, normal wear and tear, improper handling, or damage occurring after delivery is not considered a shipping defect.

Non-Returnable Merchandise

Items identified as Pre-Owned or Preloved are final sale and are not eligible for return or refund. Any other merchandise specifically identified as final sale or otherwise non-returnable on its product page is also not eligible for return.

Exchanges

House of Nero does not process direct exchanges. If you would like a different item or size, please request a return for the original merchandise and place a separate order for the desired item.

Return Inspection

All returned merchandise is subject to inspection. House of Nero reserves the right to decline a return if merchandise has been worn, washed, used, damaged after delivery, altered, or returned without its original tags, attachments, boxes, dust bags, or packaging.

If a return is declined following inspection, the merchandise may be shipped back to the customer, and the customer will be responsible for the additional shipping costs.

Refunds

Once returned merchandise has been received and inspected, we will notify you whether your return has been approved. Approved refunds will be issued to the original payment method. Please allow additional time for your bank or credit card provider to process and post the refund to your account.

Canceled Orders

If an order is canceled before it has shipped, a full refund will be issued to the original payment method. Once an order has shipped, it must be handled under the return procedures above.

European Union Customers

Where applicable, statutory consumer cancellation or return rights are not affected by this policy. The EU 14-day consumer return right referenced in our fulfillment terms applies to eligible new merchandise and does not apply to merchandise identified as Pre-Owned, Preloved, previously sold, or defective where applicable law permits such an exclusion.

Questions

For questions about returns or refunds, contact House of Nero at houseofnerohq@gmail.com.