Return policy

Noellerao’s Return Policy is designed to be fair, transparent, and compliant with Indonesian consumer protection regulations (including Undang-Undang Perlindungan Konsumen), ensuring that our customers are fully protected when making a purchase. We understand that sometimes a product may not meet your expectations, and we want to make the return process as simple and hassle-free as possible for you.

To be eligible for a return, items must be returned unused, in their original condition, and with all original packaging, tags, and accessories intact. Products that have been worn, used, damaged, or altered in any way (other than damage caused during shipping) will not be accepted for return. Additionally, personalized or custom-made products are non-returnable, unless they are defective or incorrect.

Return requests must be submitted within 14 calendar days from the date you receive your order. To initiate a return, please contact our customer support team at desk@noellerao.com with your order number, product name, and reason for the return. Our team will provide you with detailed instructions on how to return the item, including the return address and any necessary documentation. Please note that shipping costs for returns are the responsibility of the customer, unless the item is defective, damaged, or incorrect (i.e., you received the wrong product or a product that does not match the description on our website). In such cases, we will cover the return shipping costs and provide you with a prepaid shipping label.

Once we receive and inspect the returned item (which may take 3–5 business days after delivery to our warehouse), we will process your refund or replacement accordingly. If the item is eligible for a refund, we will issue the refund to the original payment method used to place the order. Refund processing times may vary depending on your payment provider, but we aim to process all refunds within 7–10 business days of inspecting the returned item. If you request a replacement, we will ship the new item to you free of charge once the returned item has been verified as eligible.

If you have any questions about our return policy or need assistance with a return, please contact our customer support team at desk@noellerao.com, and we will be happy to help.