Refund policy

Last updated: October 5, 2026
Effective date: October 5, 2026

This policy explains what to do if something is wrong with your NOMOGAP order, or if you change your mind after it arrives. NOMOGAP (https://nomogap.com) is operated by NOMOGAP GLOBAL LLC, a Wyoming limited liability company ("we", "us", "our").

At a glance

  • Damaged, defective, wrong, or missing item (our Damage-Free Guarantee): email us a photo within 7 days of delivery. You choose a free replacement or a full refund for the affected item. You do not need to send it back.
  • Order never arrived: see "Late, lost, or missing packages" in our Shipping Policy. It explains when and how we reship or refund.
  • Changed your mind: you can return an unused item within 30 days of delivery. Contact us first, and we will email you the return address for your item. You pay the return shipping. Our business address is not a returns address, so please do not send products there.
  • Refunds: sent to your original payment method within 7 business days of approval.

Time limits in this policy are counted in calendar days from the date the carrier's tracking shows as delivered the package that contained, or should have contained, your item. "Business days" means Monday to Friday, excluding U.S. federal holidays.

1. Damage-Free Guarantee (damaged, defective, wrong, or missing items)

If your order arrives damaged or defective, or if you receive the wrong item or an item is missing, we will make it right.

How to tell us. Email support@nomogap.com within 7 days of delivery. Please include:

  • your order number,
  • a short description of the problem, and
  • at least one clear photo. For a damaged or defective item, show the item and the box it arrived in. For a wrong or missing item, show what you received and the shipping label.

A photo is required. If the problem is hard to show in a photo, a short video helps. We may ask for more photos or a short video if we cannot see the problem clearly.

What we do. Once we confirm the issue, you choose:

  • a replacement of the affected item, shipped at no cost to you, or
  • a full refund for the affected item (see Section 4).

If a replacement is not available, we will give you a full refund. Replacements follow the same processing and delivery times as new orders, as described in our Shipping Policy. You do not need to send anything back. Please keep the item and its packaging until we confirm your claim, in case we need another photo. After that, you may keep, donate, or dispose of it.

Your order may arrive in several packages. Faux olive trees and willow baskets ship from a US warehouse, and a tree and its basket may arrive in separate boxes. One order can therefore arrive in several packages on different days. Before reporting a missing item, please check that every package listed in your shipping emails shows as delivered. Estimated delivery times are in our Shipping Policy.

Please check your order soon after it arrives. Reports sent more than 7 days after delivery are outside this guarantee. Please contact us anyway. We review late reports case by case, and your rights under the law are not affected (see Section 8).

2. Returns for other reasons (change of mind)

You may return an item within 30 days of delivery, as long as it meets the conditions in Section 3.

  1. Contact us first. Email support@nomogap.com with your order number within 30 days of delivery. Please do not send anything back before we reply.
  2. We email you a return address. Our products ship from fulfillment partners, so the return address depends on the item, and it may be outside the United States. We send it to you by email for each return. Items sent to any other address, including our business mailing address or an address printed on the package, cannot be accepted.
  3. You pay return shipping. Return shipping costs are your responsibility and are not refundable. Large items such as our faux olive trees can be costly to ship, especially to an address outside the United States, so please check the price with your carrier before you send anything. Please use a trackable service and send us the tracking number.
  4. Your refund. After the returned item arrives and is checked, we give you a full refund for it (see Section 4). If the return address is outside the United States, your return may take a long time to arrive, and the refund is issued only after it arrives.
  5. In some cases we may offer a refund without requiring the item to be returned. This is at our discretion.

3. Items that cannot be returned

For a change-of-mind return, the item must be unused, undamaged, and complete, in its original packaging. Items that do not meet these conditions cannot be returned for a change of mind. Taking a tree out of its box and shaping its branches to see how it looks is fine, as long as nothing is damaged and you repack it with all its parts. This does not affect our Damage-Free Guarantee in Section 1.

4. Refunds

  • What a full refund includes: the price you paid for the item, plus any sales tax charged on it. Shipping is free, so there is no shipping charge to refund.
  • Timing: approved refunds are issued to your original payment method within 7 business days of approval. For a Damage-Free Guarantee claim, approval happens when we confirm the issue from your photos or video. For a change-of-mind return, approval happens when the returned item is received and checked. For a cancellation, the 7 business days start on the day the item is cancelled: for a delayed item under our Shipping Policy, that is the day you tell us to cancel or the day we cancel it; otherwise it is the day we confirm the item had not yet been sent for fulfillment. For a late or lost package, approval happens when we confirm under Section 12 of our Shipping Policy that the package is late or lost.
  • Bank processing: your bank, card issuer, or payment provider may take additional time to show the refund on your statement.
  • No forced store credit: we will not replace a refund with store credit unless you ask for store credit.
  • Sets and bundles: if only part of a set is affected or returned (for example, the basket that comes with a tree, or one tree from a Pair Set), we refund a prorated share of the set price for that part.

5. Cancellations

To cancel, email support@nomogap.com with your order number, or call +1 (938) 230-1199, as soon as possible. If any items in your order have not yet been sent to our fulfillment partners, we will cancel those items and give you a full refund for them. We send orders to our fulfillment partners quickly, so we cannot promise a fixed cancellation window. Items that have already been sent for fulfillment cannot be cancelled, but you can use the options in Sections 1 and 2 after they arrive.

If we cannot ship an item within the processing time stated in our Shipping Policy, you have the right to cancel the delayed item for a full refund (or the whole order, if nothing in it has shipped yet), as described there.

6. Exchanges

We do not offer direct exchanges. If you would like a different item or option (for example, a different basket color), please request a return under Section 2 and place a new order. If you received a damaged, defective, or wrong item, we will replace it under Section 1.

7. Problems with a refund

If an approved refund has not reached you after 10 business days, please check with your bank or payment provider first, then contact us at support@nomogap.com or +1 (938) 230-1199. Please contact us before opening a dispute with your bank or payment provider. We can usually resolve the problem faster.

8. Your rights under the law

Our Damage-Free Guarantee and return options are offered in addition to any rights you have under applicable law. Nothing in this policy limits those rights.

9. Changes to this policy

We may update this policy from time to time. The version posted on this page when you place your order applies to that order. The "Last updated" date at the top shows when this policy last changed.

10. Contact

  • Company: NOMOGAP GLOBAL LLC (operator of NOMOGAP)
  • Email: support@nomogap.com
  • Phone: +1 (938) 230-1199
  • Mailing address (not a returns address): 30 N Gould St Ste R, Sheridan, WY 82801, United States

We reply to messages within 2 business days.