Refund policy
Last Updated: May 26, 2026
This Return & Refund Policy applies to nilpferdcubes.com (the “Site”). Nilpferd products, brand assets, and brand intellectual property are owned by Taizhou Fengxing E-commerce Store (台州市逢星电子商务商行), the registered business and brand owner for this website. BASTIANHER LTD serves as the authorized U.S. operations and payment support entity for nilpferdcubes.com. BASTIANHER LTD assists with customer transactions, payment support, order processing, customer support, returns, and refunds for purchases made through this Site. This policy explains return eligibility, how to request a return, refund timelines, and how we handle defective, damaged, incorrect, or missing items.
A. Return Window
You may request a return within 30 days from the date your order is marked as delivered by the carrier, based on the tracking information.
B. Restocking Fee
We do not charge a restocking fee for approved returns.
C. Return Eligibility
For non-quality-related returns, items must be unused, unwashed, unaltered, and returned in their original packaging with all included accessories.
Items that have been modified, misused, damaged through improper handling, or returned without original packaging may not be eligible for return.
D. How to Start a Return
Return approval is required before sending any item back.
Important Return Address Notice: Our registered business addresses are not equipped to receive customer returns. All authorized domestic returns must be shipped directly to our designated U.S. logistics center:
📍 Nilpferd Returns Department
13052 Jurupa Ave, Fontana, CA 92337
Please do not send any item back without prior email authorization. Returns sent to an unauthorized address may be refused, delayed, or lost.
To request a return, please email support@nilpferdcubes.com and include:
- Your order number
- The email address used for the order
- The item or items you want to return
- The reason for the return
E. Return Shipping Costs
For verified issues caused by our error, such as defective items, damaged items, incorrect items, or other confirmed quality-related problems, we will cover the reasonable return shipping cost when a return is required.
For non-quality-related returns, such as ordering the wrong item, changing your mind, or no longer wanting the item, return shipping costs are the customer’s responsibility.
F. Defective, Damaged, Missing, or Incorrect Items
If you receive a defective, damaged, missing, or incorrect item, please contact us as soon as possible within 30 days of delivery.
To help us verify the issue, please provide clear photos, and where helpful, a short video showing the problem.
For verified quality-related issues, we will review your case and respond within 2 business days after receiving the required information.
G. Refunds and Remedy Options
Once a return or quality issue is approved, we may offer one of the following remedies, depending on the situation:
- A full refund to the original payment method
- A replacement item at no additional product cost
- An exchange for a similar item of equal value, where available
Once we receive and inspect an approved return, or once a refund is approved for a verified issue, we will process the refund to your original payment method within 7 business days.
After the refund is processed by us, your bank, card issuer, or payment provider may require additional time to post the refund to your account.
H. Delivered but Not Received
If the tracking information shows that your package was delivered but you did not receive it, please contact us within 5 business days of the delivery scan date. We will help you open an investigation with the carrier and work with you on an appropriate resolution based on the investigation outcome.
I. Contact & Business Information
For any return, refund, exchange, order issue, or product quality concern, please contact our support team.
Brand: Nilpferd
Registered Business & Brand Owner: Taizhou Fengxing E-commerce Store (台州市逢星电子商务商行)
Unified Social Credit Code: 91331002MA2MBFGF6H
Registered Address: Room 1208, Building 3, Business Center, No. 114 Jiefang South Road, Haimen Subdistrict, Jiaojiang District, Taizhou, Zhejiang, China 318000
Authorized U.S. Operations & Payment Support Entity: BASTIANHER LTD
Registered Business Address: 815 W Market St, Louisville, KY 40202, United States
Customer Support Phone: +1 706-628-6309 (Mon - Fri, 9:30 AM - 6:30 PM Eastern Time)
Email: support@nilpferdcubes.com
WhatsApp: +86 131 6591 1188
Order Cut-Off Time: 5:00 PM Eastern Time, Monday to Friday