Refund policy
Terms
Refund requests must be submitted within 30 days from the delivered date indicated on the courier’s tracking website. Requests made after this period will not be accepted.
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Eligibility for Returns
Returns are only accepted for defective or incorrect items. We do not accept returns for change of mind.
To be eligible for a return (where applicable), your item must met the following criteria:
- Must be unused and in the original condition in which you received it.
- Must be in the original packaging.
Do not return items to the manufacturer. Return Address will be provided.
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Change of Mind
We do not accept returns or refunds (once shipped) for change of mind, including but not limited to:
- No longer wanting the item
- Ordering the wrong product
- Incorrect size, color, or variant selected by the customer
- Receiving the same product with updated packaging
- Found cheaper elsewhere
- Unsuitable after trying the product
All purchases made under these circumstances are final. Product information, including images, titles, and descriptions, is clearly provided before purchase. By placing an order, customers confirm that they have reviewed and accepted all product details prior to checkout.
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How to Submit a Return Request
To submit your return request, please go to the following link: Return Request Page.
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Refunds
Once your return is received and inspected, we will notify you via email regarding the status of your refund. If approved, the final refund amount will be calculated after deducting the return shipping cost from the appointed warehouse to our Hong Kong warehouse. Refund processing may take up to 30 business days, subject to the return shipment and inspection timeline
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Return Shipping Costs
Shipping costs will only be covered by seller if the product was sent incorrectly. However, if you are returning an item for any other reason, such as a change of mind or damaged packaging, you will be responsible for covering the return shipping costs. In such cases, shipping costs are non-refundable, and if you receive a refund, the cost of return shipping to Hong Kong warehouse will be deducted from it.
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Late or Missing Refunds
Once processed, refunds are typically reflected in your account within 7 business days. If you haven't received your refund yet:
- Check your bank account again.
- Contact your credit card company; it may take some time before your refund is officially posted.
- Check with your bank, as there may be some processing time before a refund appears.
If all these steps have been taken and you still haven’t received your refund, please reach out to us at sales@nanamall.com.