Return Policy

Last updated: 26 May 2026

This Return Policy applies to purchases made through www.nhome.es.

1. COMPANY INFORMATION

Company: NH GROUP IMPORT AND EXPORT, S.L.
Trading name: NHOME
Provisional CIF: B88789185
Website: www.nhome.es
Email: info@nhome.es

2. GENERAL RETURN POLICY

NHOME mainly serves customers in Spain and Europe, with selected international shipping available depending on the product and destination.

For eligible consumer purchases made online within Spain and the European Union, customers have the legal right to withdraw from the purchase within 14 calendar days from the day they receive the goods, without giving a reason.

This right applies only where the product is eligible for return under applicable law and under the conditions stated in this policy.

3. RETURN CONDITIONS

To be accepted for return, the product must:

• Be returned within the legal return period.
• Be unused, undamaged and in original condition.
• Be returned in its original packaging.
• Include all accessories, manuals, parts, labels, protection materials and documentation.
• Be suitable for resale.
• Include proof of purchase or order number.

NHOME reserves the right to refuse a return or reduce the refund if the product has been used, installed, assembled, damaged, altered, handled beyond what is necessary to inspect it, or returned incomplete or without original packaging.

4. HOW TO REQUEST A RETURN

To request a return, contact info@nhome.es within 14 calendar days of delivery and include:

• Order number
• Full name
• Product you want to return
• Reason for return
• Photos of the product and packaging, where relevant

Do not send products back before receiving return instructions from NHOME. Products returned without prior approval may be refused.

5. NON-RETURNABLE PRODUCTS

The right of withdrawal does not apply to certain products, including:

• Made-to-order products
• Custom-made or personalised products
• Cut-to-order products
• Special-order products
• Products ordered specifically from a supplier for the customer
• Imported products ordered specifically for the customer
• Installed, assembled, used or damaged products
• Products without original packaging
• Final sale, outlet or clearance items where legally permitted
• Hygiene-sensitive products once opened or used
• Products that cannot be returned for safety, hygiene or product-specific reasons once opened, handled or used

This may include, depending on the case, furniture, kitchens, worktops, tiles, ceramics, flooring, wall panels, wallpaper, sanitary products, bathroom furniture, taps, showers, lighting, mattresses, textiles, construction materials, doors, windows and similar products.

6. LARGE, FRAGILE AND SPECIAL TRANSPORT ITEMS

Large, fragile, heavy or oversized products may require special transport.

Return costs for these products are the responsibility of the customer unless the product is defective, incorrect or damaged on arrival.

NHOME may deduct return transport, handling, repackaging or inspection costs from the refund where legally permitted.

7. DAMAGED, DEFECTIVE OR INCORRECT PRODUCTS

Customers must inspect all products immediately upon delivery.

If a product arrives damaged, defective or incorrect, contact info@nhome.es within 48 hours of delivery with:

• Order number
• Photos of the product
• Photos of the packaging
• Photos of the delivery label
• A clear explanation of the issue

For large or scheduled deliveries, visible damage must be written on the delivery document before signing.

If damage is not reported within 48 hours, it may be difficult or impossible to make a claim with the transport company, supplier or insurer.

8. REFUNDS

Once NHOME receives and inspects the returned product, we will confirm whether the refund is approved.

Approved refunds will be made using the original payment method where possible.

Refunds may take 5–10 business days to appear, depending on the bank or payment provider.

For eligible withdrawal returns, NHOME will refund the product price and, where legally required, the standard original delivery cost. Extra delivery services, express shipping, special transport, assembly, installation, customs costs or additional services are not refundable unless required by law.

NHOME may wait to issue the refund until the goods have been received back or until the customer provides proof of return shipment.

9. RETURN SHIPPING COSTS

For standard returns where the customer exercises the right of withdrawal, the customer is responsible for return shipping costs.

If the product is defective, incorrect or damaged on arrival, NHOME will review the case and confirm the appropriate solution.

We recommend using tracked and insured shipping. The customer is responsible for the product until it is received by NHOME or the return address confirmed by NHOME.

10. ORDER CANCELLATION

Orders may only be cancelled before they have been processed, prepared, shipped, ordered from a supplier, imported, customised, cut, manufactured or put into production.

Once an order has been processed or ordered from a supplier, cancellation may no longer be possible.

Made-to-order, custom-made, cut-to-order, special-order, imported or supplier-ordered products are normally non-cancellable once confirmed.

11. B2B, PROFESSIONAL AND RETAIL PARTNER ORDERS

Different conditions may apply to business customers, professionals, wholesale customers, retail partners, resellers and distributors.

B2B orders, professional orders, wholesale orders, bulk orders, special orders, imported orders and made-to-order products may be non-refundable and non-cancellable once confirmed, paid, ordered, imported or put into production.

Consumer withdrawal rights may not apply to B2B purchases.

12. LEGAL GUARANTEE

This Return Policy does not affect mandatory consumer rights.

Consumers in Spain have a legal guarantee of 3 years for new goods where the product is faulty, not as described or does not conform to the contract.

For other EU countries, the minimum legal guarantee is normally 2 years, unless local law gives stronger protection.

The legal guarantee does not cover damage caused by misuse, incorrect installation, normal wear and tear, lack of maintenance, accidental damage, modifications, unsuitable use, incorrect cleaning, humidity, outdoor exposure where not suitable, or installation by third parties.

13. INSTALLATION AND MEASUREMENTS

Unless expressly agreed in writing, products sold by NHOME do not include installation, assembly, measurement service, technical inspection or site preparation.

The customer is responsible for checking dimensions, access, compatibility, technical requirements and installation conditions before ordering.

NHOME is not responsible for incorrect measurements, unsuitable access, third-party installation errors or installation-related damages unless NHOME has expressly agreed in writing to provide that service.

14. INTERNATIONAL RETURNS

For returns from outside Spain or outside the European Union, customs duties, import taxes, export costs, handling fees, storage fees and return transport costs may apply.

These costs are normally the responsibility of the customer unless otherwise agreed in writing or required by law.

15. CONTACT

For questions about returns, refunds or cancellations, contact us:

NH GROUP IMPORT AND EXPORT, S.L.
Trading name: NHOME
Provisional CIF: B88789185
Website: www.nhome.es
Email: info@nhome.es