RETURN & REFUND POLICY

LAST UPDATED: APRIL 2026

SECTION 1 - GENERAL OVERVIEW

1.1 At Nelko, we stand behind the quality of our printing consumables. To ensure product integrity, all after-sales service windows commence strictly from the Delivery Date (the date the tracking information shows as "Delivered").

SECTION 2 - RETURN & REPLACEMENT TIMELINES

2.1 7-Day Unconditional Return: You may request a return within 7 days of delivery for any reason, provided the item is in "as-new" and unopened condition.

2.2 15-Day Quality Replacement: If a product exhibits manufacturing defects or performance failures, you may request a free replacement within 15 days of delivery.

2.3 Support Window: Beyond these windows, our technical support team remains available at support@nelko.net to assist with any product-related inquiries.

SECTION 3 - FEES AND INTERNATIONAL RESTRICTIONS

3.1 United States Policy: Under Nelko’s United States Policy, returns for store credit or exchange are free. However, refunds to the original payment method (for non-quality reasons) may incur a flat $5 processing fee, which will be deducted from your refund.

3.2 International Policy: We currently do not support exchanges for orders outside the United States. Return shipping is the customer's responsibility, and we recommend a trackable shipping method.

3.3 Original Shipping: The original shipping fee is non-refundable, except in cases where Nelko made a shipping error.

SECTION 4 - THE "CONSUMABLE RED LINE" (RETURN CONDITIONS)

4.1 The "Unopened" Standard: For consumables, the internal packaging (e.g., ribbon wrap, cartridge seal, or label roll film) must be completely intact and unopened.

4.2 Usage Prohibition: Any item showing signs of installation or partial depletion is deemed used and is ineligible for a non-quality return.

4.3 Packaging Integrity: Returns must include the original product color box, all accessories, and manuals. Missing components will result in the rejection of the request.

SECTION 5 - EVIDENCE REQUIREMENTS FOR QUALITY CLAIMS

5.1 Burden of Proof: To process a 15-day quality replacement, customers must provide:

• Clear photos of the physical defect or damaged item.

• Screenshots of printer error messages.

• A sample image of the print quality issue.

SECTION 6 - REFUND PROCESSING & LOGISTICS

6.1 Processing Time: Once your return is delivered to our warehouse, please allow 3-7 business days for inspection. Approved refunds take an additional 3-7 business days to appear on your statement.

6.2 Unauthorized Returns: Items sent back without a confirmed Return Merchandise Authorization (RMA) from our support team will not be processed.

SECTION 7 - REGIONAL COMPLIANCE (EU)

7.1 For EU Consumers: In accordance with EU law, you have 14 days to withdraw from your purchase. Please note that sealed consumables (ink/labels) are excluded from this right once unsealed due to their technical and non-resalable nature.