Return & Refund Policy

Effective Date: 20th August, 2025

At Nuel Pneuma Collections, every sole has a soul — and every customer matters. We work hard to ensure that every pair of sneakers you purchase is authentic, stylish, and delivered in perfect condition. However, if there is an issue with your order, our return policy is here to support you.

1. Returns Policy

We accept returns under the following conditions:

• The return request is made within 48 hours of delivery.

• The sneakers are unused, unworn, and in their original packaging.

• The return reason falls under one of the following:

  • Wrong size delivered

  • Incorrect item delivered

  • Item arrives damaged or defective

⚠️ Important: Returns will not be accepted if the sneakers show signs of wear, use, or damage not caused by delivery.

2. No Cash Refunds

We do not issue cash refunds, Mobile Money refunds, or bank transfer refunds under any circumstances.

Instead, approved returns are eligible for:

• Exchange (for the correct size or product)

• Store Credit (redeemable on future purchases)

This ensures that every return still gives you value toward the sneakers that fit your style and needs.

3. Return Process

To initiate a return:

1. Contact our customer support team within 48 hours of receiving your order.

2. Provide your order number, photos of the item (if defective/damaged), and the reason for return.

3. Our team will confirm eligibility and provide return instructions.

4. Pack the sneakers securely in their original box and send them back via the courier arranged.

📌 Note: Customers are responsible for return shipping costs unless the return is due to an error on our part (wrong size, wrong item, or damaged item delivered).

4. Exchanges

If your return is approved, you may exchange for:

• The correct size of the same sneaker (subject to stock availability)

• Another item of equal value

• Store credit equal to the purchase amount (valid for future use)

5. Non-Returnable Items

The following items are not eligible for return:

• Sneakers worn or used after delivery

• Items returned without original packaging

• Clearance or final sale items

6. Contact Information

If you need assistance with a return or exchange, please contact us:

📧 support@nuelpneumacollections.com