Refund policy
EXCHANGE POLICY
An exchange may be requested within 14 days of receiving the order, provided that:
• The product has not been used and remains in its original condition.
• All tags and labels remain attached.
• The product is returned in its original packaging with all included accessories.
• The product has no damage, stains, odours, scratches, or signs of use or improper storage.
Exchanges are subject to product and colour availability. If the requested item is unavailable, the customer may select another product and pay any applicable price difference.
For exchanges requested due to a change of colour, design, or personal preference, the customer is responsible for the collection and redelivery fees, where permitted by law.
RETURN POLICY
A return may be requested within 14 days of receiving the product, subject to the applicable legal requirements and the condition of the item.
The product must be unused, in its original condition, and returned with all tags, packaging, and accessories.
Once the returned product is received, it will be inspected to ensure that it meets the return conditions. Approved refunds will be processed within 7 to 14 business days.
Refunds will be issued through the original payment method whenever possible. For cash-on-delivery orders, refunds will be processed through bank transfer, electronic wallet, or InstaPay.
Original delivery fees are non-refundable once the delivery service has been completed. Return shipping costs may also be deducted where permitted by law.
DEFECTIVE OR INCORRECT PRODUCTS
If you receive a defective product or an item different from the one ordered, please contact us and provide clear photos of the product along with your order number.
Customers may request an exchange or return within 30 days of delivery if the product has a manufacturing defect or does not match the agreed specifications or original order.
In these cases, The N’s will cover all shipping costs after the issue has been reviewed and confirmed.
Minor colour differences caused by photography lighting or screen settings are not considered defects unless the received colour is substantially different from the selected colour.
NON-RETURNABLE AND NON-EXCHANGEABLE ITEMS
Products cannot be returned or exchanged if:
• They have been used, washed, or cleaned using materials that may affect their condition.
• They have been damaged due to misuse, friction, or improper storage.
• Tags have been removed, or the original packaging or accessories are missing.
• The product is no longer in its original condition for reasons attributable to the customer.
• The product was made or modified according to special customer specifications and matches those specifications.
HOW TO REQUEST AN EXCHANGE OR RETURN
To request an exchange or return, please contact us through WhatsApp or our official social media pages and provide:
• Your order number.
• Your name and phone number.
• The reason for the exchange or return.
• Clear photos or a video if there is a product issue.
Please do not send any product back before contacting us and receiving confirmation from our customer service team.
GENERAL TERMS
• All exchange and return requests are reviewed by The N’s before final approval.
• Sales and discounts do not affect customers’ legal rights regarding defective or incorrectly supplied products.
• The N’s reserves the right to update this policy when necessary. The version published at the time of purchase will apply without affecting any statutory consumer rights.