Return & Cancellation Policy

Overview

Every Nellu watch is a handcrafted, one-of-a-kind or strictly limited-edition piece. We take great care in preparing and packaging each order. This policy sets out your rights as a customer under Israeli Consumer Protection Law and our own commitments to you.

Your Right to Cancel — Israeli Law

Under the Israeli Consumer Protection Law (1981) and the Consumer Transaction Cancellation Regulations (2010), you have the right to cancel your order within 14 days of receiving your watch, without giving any reason.

To exercise this right, simply contact us within the 14-day window using any of the methods listed at the bottom of this page. You do not need to provide a reason.

Cancelling Before Shipment

If you wish to cancel before your order has been dispatched, please contact us as soon as possible. Because each piece is individually inspected and packaged in our studio, processing begins promptly after an order is placed.

We will do our best to accommodate pre-shipment cancellations at no charge. If the order has already been prepared for dispatch, the standard cancellation fee (see Section 01) may apply.

Returning Your Watch

To return a watch after delivery:

• Contact us within 14 days of receiving the package to notify us of your intention to return.
• The watch must be returned in its original condition — unworn, unmodified, with all original packaging including the wooden presentation box, certificate of authenticity, and warranty card.
• Return shipping costs are the responsibility of the customer, unless the item is defective (see Section 04).
• We recommend using a tracked and insured shipping service. Nellu is not responsible for items lost or damaged during return transit.

Once we receive and inspect the returned item, we will process your refund within 14 business days.

Defective or Damaged Items

If your watch arrives damaged or with a manufacturing defect, please contact us within 48 hours of delivery with photos documenting the issue. We will arrange for a return, repair, or replacement at no cost to you, in accordance with your one-year warranty and your rights under Israeli consumer protection law.

Damage resulting from water exposure, accidents, improper handling, or third-party modifications is not covered under the warranty or this return policy.

Refunds

Approved refunds are issued to the original payment method within 14 business days of receiving the returned item and confirming its condition. For cancellations before shipment, refunds are processed within 14 business days of your cancellation notice.

Original shipping fees are non-refundable unless the return is due to a defect or an error on our part.

Items Not Eligible for Return

The following are not eligible for return:

• Items that have been worn, altered, or damaged after delivery due to customer handling
• Items returned without original packaging, certificate, or warranty card
• Items returned more than 14 days after the delivery date

Please note: Israeli law may provide a right of cancellation even for one-of-a-kind pieces, unless the item was made to your specific personal order. If you have any questions about whether your purchase qualifies, please contact us before returning.

International Orders (Outside Israel)

For orders shipped outside of Israel, the same 14-day return right applies. However, please note that Nellu cannot reimburse customs duties, import taxes, or international return shipping costs unless the return is due to a manufacturing defect.

EU customers: you are entitled to your rights under the EU Consumer Rights Directive (2011/83/EU), including a 14-day right of withdrawal from the date of receipt.