Support
Return policy
We want you to be completely happy with your NiSi gear. If something is not right, here is exactly how returns work and what to expect.
30 days to start a return
From the date you receive your item
Sealed items, full refund
Unopened and in brand new condition
Faulty in the first 14 days
Returned for a full refund
Get authorization first
Contact us before sending anything back
How to return an item
Please start every return with us. We will confirm what to send, where to send it, and make sure your return is matched to your order when it arrives.
Contact us
Before sending any items back, contact our customer service team to initiate your return through the Contact Us page. Please include your order number and what you would like to return.
Get your return authorization
We will issue a return authorization number along with instructions on how and where to send your items back to us.
Pack and ship
Package the item securely, since items must reach us in brand new condition. Send it to the address given in your return instructions, keeping your tracking details.
What you can return
You have 30 days from the date you receive your item to initiate a return. What happens next depends on the condition of the item when it comes back to us.
Unopened items
Returns are accepted if the item is fully sealed and in the same brand new condition as it was shipped, including the packaging. These returns are eligible for a full refund.
Opened, seal broken or used
Returns of opened or used items are evaluated individually. Please note that these returns may incur a restocking fee of up to 25%, which is deducted from your refund.
Faulty products
If you discover a fault with the product within the first 14 days of receipt, you are eligible for a return and a full refund. We aim to handle these cases swiftly. After 14 days, manufacturing defects are covered for 12 months by our warranty, which repairs or replaces the product at no cost.
Refunds
- Refunds are processed to the original method of payment once we have received and inspected the returned item.
- If the return is approved, your refund will be issued within 7 to 10 business days.
- Any restocking fee that applies is deducted from the refund amount.
- If you paid with Klarna, Affirm, Afterpay or Zip, the refund is returned to that provider, who then adjusts your remaining instalments.
- Depending on your bank or provider, it can take a few extra business days for the refund to appear on your statement.
Return shipping costs
- You are responsible for the cost of shipping an item back to us.
- If the return is due to a fault on our part or a faulty product, we cover the return shipping.
- We recommend a tracked and insured service, as the item remains your responsibility until it reaches us.
Need to start a return?
Our team will walk you through it and issue your return authorization.
Monday to Friday, 9am to 5pm (PT)
