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How do I return an item?
When returning product to NEL Direct for any reason, you must first contact NEL Direct and obtain an RMA (Return Merchandise Authorization) number from our RMA department.
This can be initiated by calling (888) 635-2949 or by completing the RMA request form on our website.
The following information is required in order to complete the RMA request:
Please fill out the form below to start the RMA process Once you have obtained an RMA Number:
After obtaining an RMA number from NEL Direct, you must send the product - freight prepaid - to:
The NEL Direct RMA number must be prominently displayed on the outside of your pallet/packaging. If you send your product to NEL Direct without the RMA number prominently displayed on the outside of the shipped goods, it may be returned to you unopened via freight collect. Please use a shipping company that can demonstrate proof of delivery. NEL Direct does not accept responsibility for any lost shipments unless proof of delivery to NEL Direct is provided.
Please note: Product shipped to NEL Direct must be properly packaged to prevent loss or damage in transit. NEL Direct will not repair or replace items that are shipped in such a way that the product is not properly protected. NEL Direct will not accept any product that has been damaged as a result of accident, abuse, misuse, natural or personal disaster, or any unauthorized disassemble, repair or modification.
We will refund you for your purchase (minus the initial shipping cost), provided the returned item(s) are received back in their original packaging, along with all accessories, where applicable, provided your purchase is in "as-new" condition, and the purchased product was not noted as a clearance, close-out or non-returnable item.
When your return is received, you will be issued a refund or store credit for the merchandise only. Items that are inspected and deemed to not be intact in their original packaging may be assessed a 15% restocking fee - please ask if you are unsure. Additional restrictions may apply, please contact us for more information.
Standard Replacement
For customers that agree to return product to NEL Direct, a Standard Replacement option is available.
An RMA number must first be issued by an RMA representative. This RMA number will need to be referenced on the outside of the return shipment.
Upon receipt of the returned product, NEL Direct will, at its discretion, either repair, replace or refund the item. Subject to availability, any replacement product will be shipped on the business day following receipt of the returned product.
In the event the product returned to NEL Direct has been Discontinued (i.e the product is no longer being manufactured or distributed by NEL Direct), NEL Direct will, at its discretion, either repair or replace with recertified product.
Cross Shipment
In the event that replacement product is needed immediately, a Cross Shipment option is available.
Requesting this option implies that the customer will ship the returned item back to NEL Direct within 10 calendar days of receipt of the replacement product.
The customer will be asked to secure the return by providing a credit card. There will be a 10-day hold or charge placed on the card equal to the list price of the item being shipped. In the event the product is unable to be returned on or before the due date, the credit card will be charged for the non-returned product. Once the product is returned, a credit or refund will be issued within 3 business days of product being returned. Subject to availability, NEL Direct will ship product within 1 to 3 business days of the RMA being generated.
If you have any questions, please contact the NEL Direct RMA / Customer Service department at (888) 635-2949 or by E-mail at [email protected]. Please contact customer service for more information on returning an item. Thank you.
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