Refund policy
At Reilly & Nelson, customer satisfaction is important to us. If you are not completely satisfied with your purchase, you may return eligible items through our straightforward return process.
30-Day Returns
You may request a return within 30 days of receiving your order.
To qualify for a return, the item must be unused and in its original condition. It must also be returned with its original packaging, tags, accessories, and any included materials.
Our customer service team is available to guide you through the return process.
Restocking Fee: We do not charge a restocking fee for returned items.
Return Policy Overview
Return Window:
Eligible items may be returned within 30 days from the date your order is delivered.
Condition:
Returned products must be unused, in their original condition, and include the original packaging, tags, accessories, and included materials.
Return Assistance:
Our customer service team will provide the necessary instructions and assist you throughout the return process.
Restocking Fee:
$0 — no restocking fees are charged for returns.
Return Costs
For Defective, Damaged, or Incorrect Products:
There is no return shipping cost to the customer if you received the wrong product, the item arrived damaged during shipping, or the product is otherwise defective.
For Customer Remorse or Change of Mind:
If you are returning an item because you ordered the wrong product or size, the item does not fit, or you simply no longer want it, you are responsible for the actual cost of return shipping.
Original shipping charges are non-refundable.
How to Return an Item
1. Contact Us:
Email info@reillyandnelson.com and include your order number together with the reason for your return.
2. Prepare Your Return:
Pack the product securely in its original packaging and make sure all original tags, accessories, documents, and other included materials are returned with the item.
3. Ship Your Return:
Send the package back by following the return instructions provided in your return authorization email. You may use the shipping carrier or return method recommended in those instructions.
Refund Process
Return Inspection:
After your return arrives, we will inspect the product to confirm that it meets the conditions of our return policy.
Refund Timing:
Once your return has been approved, we will issue the refund to your original payment method.
Please allow up to 7 business days for the refund to appear in your account. The exact processing time may vary depending on your bank or payment provider.
Exchanges
If you would prefer to exchange an item for another size, color, or product, please contact us at info@reillyandnelson.com
Our customer service team will assist you with the exchange process.
Non-Returnable Items
Certain products may not be eligible for return for hygiene or safety reasons.
Where applicable, products that cannot be returned will be clearly identified as non-returnable on the relevant product page.
Questions?
If you have questions about a return, refund, or exchange, please visit our FAQ page or contact our customer service team.
We aim to respond to customer inquiries within 24 hours.
Contact Information
Store name: Reilly & Nelson
Company name: S&S DotCom VOF
Company number: 42008203
Warehouse Address: 481 Wildwood Ave, Woburn, MA 01801, United States
Company Address: prof. Johanna Westerdijkstraat 74, Badhoevedorp, NH, 1171KM, Netherlands
Email: info@reillyandnelson.com
Phone number: +1 781-621-9775
Contact form: Click here
We aim to respond to your inquiries within 24 hours.
Customer Service Hours
Monday to Friday: 9am - 6pm (ET)
Saturday and Sunday: Closed