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NuLime.com » Help Area

Returns & Refunds Policy

This document contains the Returns & Refunds Policy of NuLime.com, legally known as NuAlpha, Inc., in which we outline what steps are necessary for returning a product and/or getting a refund for a product as well as when a return or refund is possible/acceptable.

In an attempt to assist you with understanding this Returns & Refunds Policy, we have underlined certain words. If you move your mouse over these words and wait for a second or two, a small box with a definition should appear to better explain the meaning of that word.


Returns and Refunds
If the product box has not been opened, the product is defective, damaged during delivery, or simply incorrect you may return the product to us for refund or replacement (as allowed within the product's indvidual return limitations) within 30 days of the order date. We must receive the return within this 30 days (or before the RMA # expires, whichever is sooner) or it may be subject to a restocking fee.

Non-defective returns items listed as closeout, or items that have been discontinued, may carry a restocking fee. Non-defective products must be returned to us in the condition you received them. The product must be unregistered, and include all manuals, enclosures, cables, accessories, etc. that shipped with the product. If any of these materials are missing, you will be billed accordingly.

Original shipping charges are not refundable as these are paid out to the shipping carrier. Depending on the volume of returns being handled at any given time, as well as performing any inspections on the item, refunds for returns are generally issued within 5 business days of receipt and inspection of the return. After we submit a refund your bank requires between 1-10 business days to issue the credit back to your credit card depending on their policies. If for any reason you do not receive a refund for your return (if you returned for a refund), please contact us by the RMA expiration date so that we can expedite the process.

Return or Refund Limitations
Returns received without an RMA number or not approved for return, will be refused:
  • If a product has its own specific Return Info/Limitations info listed on that product's page, that info supercedes the return info and limitations found here.
  • Please inspect your order immediately upon receipt. If the product is damaged in transit we have only 48 hours to do a damage claim. After that, products damaged during shipment cannot be returned or replaced due to mishandling by the shipping carrier.
  • Most products are not returnable after 30 days. Others may have additional return limitations/extensions as stated on each product page.
  • A product which upon your inspection is deemed to be blemished in some manner, may only be returned for an otherwise identical non-blemished replacement if a replacement is available. Products marked as "blemished", "refurbished", or "display unit" at the time of purchase may not be returned for this reason.
  • Some non-defective products cannot be returned due to limitations imposed by certain distributors and manufacturers. Most products with an SKU starting with "DS" cannot be returned if non-defective.
  • Most computer and video games can only be returned for replacement, not refund, due to the fact that they contain unique registration codes. If you need to return such then please do not open the product box and request your return immediately.
  • No returns on consumables are allowed (i.e. food, printer cartridges, batteries, writable media, etc). If you need to do a return on a consumable you must contact the manufacturer directly.
  • Returns on Microsoft products are generally not allowed due to their over-arching return policy which we have no control over. Please contact us anyway regarding your return and we will try to facilitate it the best we can.

Procedure for Making a Return
In the event that a return is necessary, you must obtain an RMA number prior to returning the product. Please submit a Return Authorization Request with the following:
  • Your full name
  • Order number(s)
  • The product title or SKU
  • The specific problem you have encountered

If we have sent you an incorrect product by mistake, we will replace it with the correct product at no cost to you. Please submit a Return Authorization Request with the following:
  • Your full name
  • Order number(s)
  • The product title or SKU expected
  • Title of the product you incorrectly received
We will include a prepaid return mailer in your replacement shipment that you can use to return the incorrect product to us or we will refund you for the return shipping amount.

Important: Products returned without an RMA number will not be accepted and a refund will not be issued.

Concerning RMA Numbers
• The RMA number must be on the shipping label, not the carton. Please do not write on the shipping carton/box.
• Most RMA numbers are only good for 14 days. Any products returned after the expiration date will be refused.

Advanced Replacements
We sometimes allow advanced replacements in which we will ship a replacement for a product ordered before the defective or incorrect unit is actually returned to us. In the case of this event we will either provide you with an RMA number for making the return for the merchandise being replaced or we will supply a return mailer/label along with the replacement shipped in advance plus the RMA number. Not all products are available for advanced replacements.

Please note that if you fail to return the defective or incorrect merchandise to us before the RMA number expires we will make every attempt at contacting you to resolve the failed return. If we do not receive positive verification from you of the shipment being returned to us within 15 days of the RMA expiration, or if the RMA could not be re-issued because the return was being sent directly to the manufacturer, then your credit card will be charged the duplicate amount for the order in question. You will be informed you that this charge has taken place, whether by phone, email, or both.

If at any point in the future a return is authorized for the merchandise which you previously failed to return in a timely fashion then your credit card will be refunded the duplicate amount minus a restocking fee to be determined at that time.

Product Questions
If you have any questions about a specific product, please Contact Us before you place an order. If possible, please include the URL or Item ID for the product in question, not the name of the product, as we sometimes have products with very similar names.