Returns Policy

Last Updated: Jul 20, 2025

ITEMS INELIGIBLE FOR RETURN

Products that are custom, made-to-order, Customer's Own Material (COM), or designated as Final Sale are ineligible for return, refund, or replacement by NIHILO LLC. Exceptions will only be granted for products determined to be damaged or incorrectly shipped, as outlined in the Refund Policy.

ITEMS ELIGIBLE FOR RETURN

All other products not listed above in Ineligible Items for Return. Returns of Eligible Items must be initiated within 72 hours from the delivery date.

RETURNS OF ELIGIBLE ITEMS

We hope you love your purchase from NIHILO. Should you wish to send back any Eligible Items (as specified above) you've purchased, you must initiate a return within 72 hours of the delivery date. Should the product’s specifications indicate details within the Ineligible requirements (see above) we cannot guarantee fulfillment of return.

To initiate a return, please email us at orders@nihilonyc.com, and we will provide you with a shipping label, cost of return shipping, and shipping instructions. These instructions will include contact information for the carrier, however, it is your responsibility to schedule a date and time with the applicable carrier to arrange a pick-up time. In order for the return to be eligible, the item must be shipped within seven (7) days of receipt of the shipping label or instructions.

All returned items must (1) be in a resaleable condition (which will be determined in NIHILO LLC’s sole discretion), and (2) be shipped using the shipping label provided by NIHILO LLC and in its original packaging and with all original tags and labels attached. If you do not have the product’s original packaging, the costs for repackaging will be deducted from your total refund.

In addition, all items must be returned using the shipping label provided by NIHILO, and we will not accept the return of any product returned to us using any other shipping label.

REFUNDS FOR ELIGIBLE ITEMS

After receiving your return and inspecting the condition of your item, we will process your return. Please allow at least ten (10) business days from our receipt of your item to process your return or exchange. Refunds may take 1-2 billing cycles to appear on your credit card statement, depending on your credit card company.

Please note, that the original shipping charges incurred on your purchase are not refundable as part of your return. In addition, you will be responsible for the cost of return shipping which will be deducted from your total refund.

We reserve the right to refuse a refund if the product is not in like-new condition due to customer use or damage.

REFUSED DELIVERIES

Should you refuse delivery of any purchased products, NIHILO LLC reserves the right to charge you any associated costs, fees, and expenses incurred by NIHILO LLC due to such refusal. These may include, but are not limited to, return shipping fees, restocking fees, and/or fees for rescheduling delivery attempts.

SHIPMENT OF THE WRONG ITEM(S)

If you received an incorrect item, you must submit a claim to NIHILO LLC within 72 hours of the delivery date. Please email orders@nihilonyc.com and include documentation such as a copy of the packing slip, your order confirmation, and a picture of the incorrect product.

NIHILO LLC will investigate the claim and determine, at its sole discretion, whether the incorrect item was shipped. This decision is final.

If NIHILO LLC concludes an incorrect item was shipped, we will provide a return shipping label for the incorrect item and ship the correct product to you at no additional cost, provided it is available at the time of contact.

DAMAGED PRODUCTS

NIHILO LLC will replace and/or accept the return of products that have arrived damaged or defective as described in this Refund Policy.

A product is deemed "defective" if, within 24 hours of its initial use and under normal conditions, it breaks, disintegrates, or fails to function according to the manufacturer's specifications. This is contingent upon adherence to all relevant guidelines for proper care, cleaning, and preservation.

A product may be considered “damaged” if the product arrives with visible damage that renders it unable to function or perform or visibly/cosmetically intolerable.

A "defective" or "damaged" product does not include:

Natural variations in the product, such as veins and pores in natural stone, wood grain, bubbles in glass, or slight differences in color or print, including how the product appears in person compared to its online image.
Defects or damages resulting from your or another person's failure to follow applicable use and/or care guidelines.
Defects or damages caused by your or any third party's misuse, abuse, negligence, or improper or unauthorized use of the products.

To submit a claim for a damaged or defective product, you must send us an email at orders@nihilonyc.com within 48 hours of your receipt the product and include:

At least 3 clear, high resolution photos of the product reflecting its condition.
A detailed description of the damage and/or defect to the product.

LOST PRODUCTS

MISSING PRODUCTS

If you haven't received your product within 48 hours of its expected delivery, you can submit a claim for a lost product by emailing us at orders@nihilonyc.com, and we will initiate an investigation.

A product is considered "lost" if a shipping carrier cannot locate it or provide reliable information about its status. This definition excludes:

Stolen products or those misplaced by you.
Products misdelivered, misplaced, or lost due to inaccurate or outdated shipping information provided by the customer.
Delays in transit for any reason.

If your tracking information indicates that your package was delivered but you cannot find it, please take the following steps within 48 hours of the expected delivery:

Verify the shipping address.
Look for a notice of attempted delivery.
Check the delivery location for your package.
Inquire if someone else accepted the delivery, unless you have health or safety concerns.
Wait 48 hours, as packages may sometimes be marked as delivered up to 48 hours before actual arrival.

REVIEW & RESOLUTION PROCESS OF CLAIMS FOR LOST OR DAMAGED PRODUCTS

We will use reasonable efforts to promptly review your claim and will provide you written notice via email of our acceptance or rejection of your claim. All investigation into any damaged, defective and/or lost items shall be conducted by NIHILO LLC, and the determination of whether a product is damaged, defective and/or lost, shall be at Form Los Angeles's sole and absolute discretion, and is final.

For the avoidance of doubt, any claim for lost, damaged and/or defective products shall not be deemed accepted unless and until NIHILO LLC has provided you with written notice of its acceptance.

If we accept a claim for a lost product, subject to availability, NIHILO LLC will use reasonable efforts to ship a replacement product and will provide tracking details and information upon shipment. If we are unable to procure a replacement, we will refund you the fees (including shipping fees) paid by you for the product.

If we accept a claim for a damaged or defective product that we have found to be repairable or salvageable (which shall be determined in our sole discretion), we will offer you the option to either (1) have the product repaired by our service providers at no cost to you, or (2) receive a replacement, subject to availability, in which case,NIHILO LLC will use reasonable efforts to ship a replacement product, and will provide tracking details and information upon shipment. If you choose to replace the product instead of having the product repaired, you will be responsible for any associated shipping fees for such replacement. NIHILO LLC will not issue refunds for any damaged or defective product that we have found to be repairable or salvageable.

If we accept a claim for a damaged or defective product that we have found to be unrepairable or unsalvageable (which shall be determined in our sole discretion), subject to availability, NIHILO LLC will use reasonable efforts to ship a replacement product, at no additional cost, and will provide tracking details and information upon shipment. If we are unable to procure a replacement, we will refund you the fees (including shipping fees) paid by you for the product.

If NIHILO LLC issues a refund or replacement for a damaged or defective or lost Product, we will process the replacements or refund after we have received the applicable product. Please allow at least 7-10 business days from our receipt of your item to process your return. Refunds may take 1-2 billing cycles to appear on your credit card statement, depending on your credit card company and your billing cycle. We will notify you by email when your return has been processed. Replacements are subject to availability, and Form Los Angeles does not and cannot guarantee the availability of any product.