SHIPPING & RETURN POLICY

Last updated: 26 May 2026

This Shipping & 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. SHIPPING MARKET

NHOME mainly serves customers in Spain and Europe. Selected international shipping may also be available depending on the product, size, weight, supplier availability and delivery address.

3. ORDER PROCESSING

Most in-stock products are processed within 5–7 business days unless another timeframe is stated on the product page.

Furniture, oversized products, imported products, supplier-stock products, pre-order products, made-to-order products and special-order products may require longer processing and delivery times.

Orders containing multiple products may be shipped separately from different warehouses, suppliers or logistics partners.

4. DELIVERY TIMES

Delivery times are estimates and depend on product availability, destination, transport method and supplier conditions.

Estimated delivery times may be affected by supplier delays, transport delays, customs, holidays, weather, strikes, access restrictions or other circumstances outside NHOME’s control.

5. SHIPPING COSTS

Shipping costs are calculated based on product size, weight, destination, delivery method and logistics requirements.

Any applicable shipping costs will be shown at checkout or confirmed before order completion where possible.

Large, fragile, heavy or oversized items may require special transport, scheduled delivery or additional delivery charges.

6. EXPRESS SHIPPING

Express shipping may be available for selected smaller products and destinations.

Oversized, fragile, made-to-order, supplier-stock, pre-order and special-handling items are normally not eligible for express shipping.

7. LARGE AND OVERSIZED DELIVERIES

Large furniture, tiles, ceramics, doors, windows, sanitary products, kitchens, construction materials and oversized products may require freight transport or scheduled delivery.

The customer is responsible for ensuring that the delivery address is accessible and that the product can physically enter through doors, stairs, lifts, hallways, gates or other access points.

Additional costs may apply if delivery fails due to incorrect address details, limited access, customer absence, missed appointment, storage needs or unsuccessful delivery attempts.

8. DELIVERY INSPECTION

Customers must inspect all products immediately upon delivery.

If the product or packaging is visibly damaged, this must be written on the delivery document before signing.

For large or scheduled deliveries, the customer should inspect the items before accepting the delivery where possible.

9. DAMAGED, DEFECTIVE OR INCORRECT PRODUCTS

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

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.

Depending on the case, NHOME may offer repair, replacement, price reduction or refund in accordance with applicable law.

10. INTERNATIONAL SHIPPING

For deliveries outside Spain or outside the European Union, customs duties, import taxes, local fees, handling fees and customs clearance costs may apply.

These costs are normally the responsibility of the customer unless otherwise agreed in writing or clearly stated at checkout.

International delivery times may vary due to customs, inspections, local delivery procedures and transport conditions.

11. RIGHT OF WITHDRAWAL

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.

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

12. RETURN CONDITIONS

To be accepted for return, the product must:

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

13. 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.

14. RETURN SHIPPING COSTS

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

For large, fragile, heavy or oversized products, return shipping may require special transport and higher costs.

The customer is responsible for the product until it is received by NHOME or the return address confirmed by NHOME.

We recommend using tracked and insured shipping.

15. 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.

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, handling 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.

16. 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.

17. 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.

18. LEGAL GUARANTEE

This 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 the product is not suitable, or installation by third parties.

19. 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.

20. CONTACT

For questions about shipping, returns, refunds or delivery, contact us:

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