Return & Refund Policy

Last updated: August 1, 2026

Thank you for shopping with Nancy Lem. We want you to feel confident when purchasing from us. Please read this Return & Refund Policy carefully before placing your order.

This policy applies only to products purchased directly through nancylem.store.

30-Day Return Policy

You may request a return within 30 days of receiving your order.

To be eligible for a return, the product must:

  • Be unused, unopened, and in its original condition;

  • Remain in its original sealed packaging;

  • Include all accessories, manuals, charging cables, gifts, and promotional items supplied with the order; and

  • Be accompanied by your order number or other proof of purchase.

Returns that do not meet these requirements may be refused.

Hygiene and Personal-Care Products

For health, safety, and hygiene reasons, intimate wellness products that have been opened, unsealed, tested, or used cannot be returned or exchanged unless they arrived damaged, defective, or incorrect.

Removing or breaking a product seal means that the product is considered opened.

Lubricants, oils, and other consumable personal-care products are eligible for return only when their shrink wrap or safety seal remains completely intact.

Bundles

Products purchased as part of a bundle must be returned together as a complete bundle.

We cannot provide a full refund for a bundle when an included item, accessory, gift, or promotional product is missing. Partial returns of bundle products may be accepted only with our prior written approval.

Starting a Return

Before sending a product back, contact us at:

Email: hello@nancylem.store

Please include:

  • Your full name;

  • Your order number;

  • The product you wish to return;

  • The reason for the return; and

  • Photographs or videos when reporting damage, defects, or an incorrect item.

If your return is approved, we will provide return instructions and the appropriate return address.

Do not send products to our business address or any other address without receiving return authorization from us first. Unauthorized returns may be refused and may not qualify for a refund.

Return Shipping

For returns caused by a change of mind, an incorrect product selection, or another reason that is not our fault, the customer is responsible for return shipping costs.

Original shipping charges, expedited shipping charges, discreet-shipping upgrades, customs fees, import duties, and similar delivery-related charges are non-refundable unless required by applicable law.

When a product arrives damaged, defective, or incorrect, we will provide return instructions and, where appropriate, a prepaid return label or reimbursement for reasonable return shipping costs.

We recommend using a trackable shipping service. We are not responsible for returns that are lost or damaged while being sent back to us.

Damaged, Defective, or Incorrect Products

Please inspect your order when it arrives.

Contact us as soon as possible, preferably within 7 days of delivery, if:

  • The product was damaged during shipping;

  • The product does not function correctly;

  • You received the wrong product; or

  • An item or accessory is missing.

Please keep the product, original packaging, shipping label, and all included accessories while we review your claim.

Depending on the circumstances, we may offer a replacement, exchange, store credit, partial refund, or full refund.

12-Month Product Warranty

Eligible electronic products are covered by a 12-month limited warranty against manufacturing defects and product malfunctions, beginning on the date of delivery.

When a valid warranty claim is approved, we may repair or replace the defective product at no additional product cost.

The warranty does not cover:

  • Normal wear and tear;

  • Cosmetic damage that does not affect product operation;

  • Accidental damage;

  • Misuse, abuse, or improper storage;

  • Damage caused by improper cleaning;

  • Damage caused by using incompatible lubricants, chargers, or accessories;

  • Failure to follow the product instructions;

  • Unauthorized repairs, modifications, or alterations; or

  • Products purchased from another website, marketplace, or unauthorized seller.

Proof of purchase, photographs, videos, or other information may be required to evaluate a warranty claim.

Exchanges

Eligible unopened products may be exchanged within the 30-day return period, subject to product availability.

Customers are responsible for any price difference and applicable return or replacement shipping charges unless the exchange is required because we sent a damaged, defective, or incorrect product.

Non-Returnable Items

The following items cannot be returned:

  • Opened, unsealed, tested, or used intimate wellness products;

  • Opened lubricants, oils, or consumable personal-care products;

  • Digital products, downloadable guides, or electronic content;

  • Gift cards;

  • Personalized or customized products;

  • Products marked “Final Sale” at the time of purchase;

  • Products returned without authorization; and

  • Products not purchased directly from nancylem.store

Sale-priced products remain eligible under this policy unless they were clearly marked “Final Sale” before purchase.

Refunds

Once we receive and inspect your return, we will notify you whether your refund has been approved.

Approved refunds will be issued to the original payment method. Please allow up to 5 business days for us to process an approved refund.

Your bank, card issuer, or payment provider may require additional time to post the refund to your account. Processing times are controlled by the payment provider and may vary.

We cannot issue a refund to a different payment method or bank account.

Late or Missing Refunds

If you have not received an approved refund:

  1. Check your bank or payment account again.

  2. Contact your card issuer or payment provider.

  3. Allow the provider’s standard processing period to pass.

  4. Contact us at hello@nancylem.store if the refund is still missing.

Order Cancellations

Contact us immediately if you need to cancel or change an order.

We will try to accommodate your request, but we cannot guarantee cancellation once an order has entered processing or has been shipped. After shipment, the order must be handled under the return conditions described in this policy.

Refused and Undeliverable Packages

If an order is returned because the delivery address was incorrect, incomplete, refused, or unavailable, any refund may be reduced by the original shipping cost, return shipping cost, customs charges, carrier fees, or other expenses incurred in recovering the package.

Consumer Rights

Nothing in this policy excludes or limits any consumer rights or legal remedies that cannot be excluded under applicable law.

Where local consumer-protection laws provide rights that are more favorable than this policy, those legal rights will apply.

Contact Us

For return, refund, exchange, or warranty questions, contact:

Xun Meng International Limited
Flat/RM 5 27/F Richmond Comm. Bldg. 109 Argyle Street, Mong Kok, Hong Kong

Email: hello@nancylem.store
Phone: +1 (567) 483-1563