Refund policy

At Naniina, we want you to feel confident in every purchase. If something isn't right with your order, we're here to help. Please review our refund policy below.

30-DAY REFUND WINDOW

If there's an issue with your order, please contact us within 30 days of delivery.

To review your request, we may ask for your order number, a brief description of the issue, and supporting photos or videos where appropriate.

Requests outside this window will be reviewed where required by applicable law.

REFUND ELIGIBILITY

We review refund requests for issues including:

  • Products arriving damaged
  • Receiving the wrong item
  • Products arriving defective or unusable
  • Orders confirmed lost in transit
  • Verified packing or fulfilment errors

Each request is reviewed by our support team based on the circumstances.

RETURNS POLICY

For approved refunds under our 30-day issue-resolution policy, you generally won't need to send your product back.

Due to hygiene and safety considerations, we don't routinely accept discretionary product returns. This does not affect any rights available under applicable consumer protection laws.

NON-REFUNDABLE SITUATIONS

Outside your statutory rights, discretionary refunds are generally not provided for:

  • Change of mind or buyer's remorse
  • Requests outside the stated 30-day window
  • Incorrect delivery information provided at checkout
  • Normal wear and tear
  • Damage caused by misuse or improper handling
  • Failure to follow product instructions

Where consumer law provides additional protections, those rights continue to apply.

HOW TO REQUEST A REFUND

To request a refund, contact our support team at hellonaniina@gmail.com .

Please include:

  • Your order number
  • A brief explanation of the issue
  • Clear photos or videos, where relevant

Our team aims to respond within 1–3 business days.

REFUND PROCESSING

If your refund is approved, it will be issued to your original payment method.

Processing times may vary depending on your bank or payment provider. Please allow approximately 5–10 business days for the refund to appear on your statement.

CONTACT INFORMATION

For questions about refunds or your order, please contact us at hellonaniina@gmail.com .

Nothing in this policy limits or excludes rights you may have under applicable consumer protection laws.