Effective Date: 2024.12.31

We are committed to providing our customers with a quality shopping experience. If you are not completely satisfied with your purchase, you may request a return or exchange in accordance with the following policy.

1. Scope of Application
This policy applies to items purchased through the Namelixo website (namelixo.com), including orders shipped to the United States, Canada and Mexico.

2. Return and Exchange Conditions
We accept requests for returns or exchanges under the following conditions:

2.1 The request is made within 30 days of receipt of the merchandise (based on the date of delivery by the logistics company).

2.2 The merchandise is unused, unworn and in pristine condition, including intact packaging, untagged hangtags, and no signs of wear or damage.

2.3 If the return is due to quality issues, photo or video proof is required.

2.4 Returns or exchanges will not be accepted in the following cases

2.4.1 Merchandise damaged due to customer reasons (e.g. man-made breakage, improper use).

2.4.2 Customized items or special discounted items (unless there is a quality issue).

2.4.3 Requests that exceed the return timeframe.

3. Return process

3.1 Submit a return request

Contact our customer service team:

Email: namelixo@hotmail.com

WhatsApp: +44 756-251-6769

Hours: Monday - Friday 9:00 AM - 6:00 PM

Provide the following information: order number, product name, reason for return and relevant photos or videos.

3.2 Obtaining Return Authorization

After confirming that the return conditions are met, we will provide you with a Return Merchandise Authorization (RMA number) and a return address.

3.3 Return shipping

3.3.1 Ship the item back using a reliable logistics service and provide a logistics tracking number.

3.3.2 Customers are required to pay for the return shipping costs (if the return is for a quality issue, the shipping costs will be borne by us).

3.4 Return Processing and Refund

3.4.1 Refunds will be processed within 5-7 business days after we receive the returned merchandise and complete the quality inspection.

3.4.2 Refunds will be returned to the original payment method and may take an additional 3-5 business days to arrive.

4. Exchange Process

4.1 Submit an exchange request

4.1.1 Contact customer service and explain the reason for the exchange (e.g. sizing issue).

4.1.2 Provide order number, information about the exchanged item and relevant proof.

4.2 Confirmation of stock

We will notify you of the feasibility of the exchange after confirming the inventory.

4.3 Shipment of exchange goods

4.3.1 Customers are required to return the original merchandise (refer to the return process), we will send out the exchange merchandise after receiving the return and completing the inspection.

4.3.2 The shipping cost of the exchanged merchandise (sending back and new merchandise) will be borne by the customer, and if the exchange is for a quality issue, the shipping cost will be borne by us.

5. Damaged or missing items

If you receive damaged or missing merchandise, please contact customer service within 48 hours of receipt and provide the following information:

5.1 Photos of the package and photos or videos of the damaged merchandise.
Clear pictures of the logistics label or the bill inside the box.

5.2 We will offer a refund, exchange or other solutions depending on the circumstances.

6. Special Instructions

6.1 All returned merchandise must be shipped via our designated logistics method or address, otherwise we have the right to reject it.

6.2 Unauthorized returns may not be tracked or refunded.

6.3 All shipping charges in this policy are in United States Dollars (USD).

7. Contact Us

If you have questions about the return or exchange policy, please contact us via the following methods:

Email: namelixo@hotmail.com

WhatsApp: +44 7562516769

Business Hours: Monday - Friday 9:00 AM - 6:00 PM

We hope to provide you with peace of mind through our flexible and transparent return and exchange policy. Thank you for your understanding and support!