Refunds and Returns Policy
Last updated: March 2026
At Nnaya, we are committed to providing a fair, transparent, and customer-focused shopping experience. This Refunds and Returns Policy outlines the conditions under which returns, refunds, replacements, and cancellations may be granted for purchases made through Nnaya.com. By placing an order through our website, you agree to the terms described in this policy as well as the terms outlined on our Terms page (https://nnaya.com/terms/) and our privacy practices described in our Privacy Policy (https://nnaya.com/privacy-policy/).
Because our products are shipped directly from international fulfillment partners, certain aspects of our return and refund process differ from traditional retail stores. We encourage customers to read this policy carefully before making a purchase so that expectations regarding delivery, returns, and refunds are clear.
1. General Policy Overview
Our goal is to ensure every customer receives the correct product in good condition. If an issue occurs with your order, we will work with you to resolve it as quickly and fairly as possible. Refunds, replacements, and returns are evaluated individually based on the nature of the issue, the condition of the product, and supporting information provided by the customer.
All refund or return requests must be submitted through our customer support channels. Customers may contact us by email at support@nnaya.com or info@nnaya.com, or by submitting a request through the contact form available at https://nnaya.com/contact/.
2. Order Processing and Cancellation
Orders placed on Nnaya.com are typically processed within a short period after purchase. Because of this rapid processing timeframe, cancellation requests must be submitted within 12 hours of placing an order.
If a cancellation request is received within this timeframe and the order has not yet entered the fulfillment or shipment stage, the order may be canceled and a full refund will be issued to the original payment method. Once an order has begun processing or has been shipped, cancellation may no longer be possible.
If a cancellation request is received after shipment preparation has begun, the order will need to follow the standard return procedure after delivery.
3. Delivery Timeframes
Delivery times vary depending on product availability, destination country, customs clearance, and shipping conditions. Estimated delivery times displayed on the website are guidelines only and may occasionally vary due to factors beyond our control.
Shipping delays may occur due to customs inspections, high seasonal demand, international courier delays, weather conditions, or incorrect shipping information provided by the customer.
Delays related to these factors do not automatically qualify for refunds unless the shipment is confirmed lost in transit.
4. Eligibility for Returns
Customers may request a return within 14 days of receiving their item. To be eligible for a return, the product must meet the following conditions:
• The item must be unused and in its original condition
• The item must be returned in its original packaging where possible
• The return request must be submitted within 14 days of delivery
• Proof of purchase must be provided
Items returned without prior authorization may not be accepted or processed. Customers must contact our support team before sending any item back.
5. Items That Cannot Be Returned
For hygiene, safety, or logistical reasons, some items may not be eligible for return once opened or used. These may include personal-use products, hygiene-related items, items showing signs of use, and products specifically marked as non-returnable or final sale.
If an item falls into a non-returnable category, this information may be stated on the product page where applicable.
6. Damaged or Defective Items
If a product arrives damaged or defective, customers must notify us within 48 hours of receiving the package.
To investigate and resolve the issue, customers should provide the following:
• Order number
• Clear photographs of the damaged product
• Photos of the external packaging
• A brief description of the problem
Once the issue has been reviewed, we may offer one of the following solutions depending on the situation:
• A replacement item at no additional cost
• A partial refund
• A full refund
Failure to provide sufficient evidence may delay or prevent the processing of a claim.
7. Incorrect Items
If you receive an item that is different from what you ordered, please contact us within 48 hours of delivery. Supporting photos of the item received will be required so our team can verify the issue.
After confirmation, we may arrange a replacement shipment or issue a refund depending on product availability and the circumstances of the order.
8. Lost or Missing Shipments
If tracking information indicates that a package has not been delivered within the expected timeframe, customers should first review the tracking link provided with their order confirmation.
Customers should also check local postal offices, delivery locations around their property, and household members or neighbors who may have accepted the package.
If the shipment cannot be located and appears to be lost in transit, please contact our support team. Once the package is confirmed as lost, we may arrange either a replacement shipment or a full refund.
9. Returns Due to Customer Preference
If you decide that you no longer want the item, ordered the wrong product, or changed your mind, you may request a return within 14 days of receiving the order.
In these cases the item must be unused and in its original condition, customers are responsible for return shipping costs, and original shipping costs are generally non-refundable.
Once the returned product has been received and inspected, the refund may be issued for the product cost.
10. Return Authorization
Before sending any product back, customers must contact our support team to request return authorization. Return instructions will be provided after the request has been reviewed.
Unauthorized returns sent without contacting us first may not be processed and may not be eligible for refunds.
11. Return Shipping Responsibilities
Customers returning items for reasons unrelated to damage or incorrect shipment are responsible for the cost of return shipping.
We recommend using a tracked shipping method to ensure the item can be located during transit. Nnaya is not responsible for items lost during return shipping.
Customers are responsible for ensuring that returned items are securely packaged to avoid damage during transit.
12. Inspection of Returned Items
Once a returned item is received, it will be inspected to verify its condition and eligibility for refund.
The inspection process may include verifying product condition, evidence of use or damage, completeness of packaging, and matching the item with the original order.
If the item does not meet return eligibility requirements, the refund request may be declined or adjusted accordingly.
13. Refund Processing
Approved refunds will be issued to the original payment method used during the purchase.
After the refund is processed, it may take between 5 and 10 business days for the funds to appear in your account depending on your bank or payment provider processing times.
Customers will be notified by email once the refund has been issued.
14. Partial Refunds
In certain situations, partial refunds may be granted instead of full refunds. These situations may include items returned in used condition, items returned with missing components or packaging, returns requested outside the standard return window, or minor product issues that do not affect overall functionality.
The refund amount will be determined after inspection and review.
15. Payment Disputes and Chargebacks
If there is an issue with your order, we strongly encourage customers to contact us before initiating a dispute with their bank or payment provider.
Most issues can be resolved quickly by our support team. Opening a payment dispute before contacting us may delay resolution because the case must then follow formal investigation procedures.
16. Fraud Prevention and Abuse Protection
To protect both customers and our business from fraudulent activity, certain refund or return requests may require additional verification.
We reserve the right to refuse refunds or returns if we detect patterns of abuse, fraudulent claims, excessive refund requests, or attempts to manipulate the refund system.
17. Incorrect Shipping Information
Customers are responsible for providing accurate shipping details when placing an order.
If an order cannot be delivered due to incorrect or incomplete address information provided at checkout, we may not be able to offer a replacement or refund once the item has been shipped.
If the package is returned due to incorrect address information, additional reshipping fees may apply.
18. Customs and Import Delays
International shipments may occasionally be delayed due to customs inspections or import procedures in the destination country.
These delays are outside our control and do not qualify for refunds unless the package is officially declared lost.
Customers are responsible for complying with local import regulations where applicable.
19. Policy Updates
Nnaya reserves the right to update or modify this Refunds and Returns Policy at any time without prior notice. Any changes will take effect immediately upon being published on this page.
Customers are encouraged to review this policy periodically to stay informed about our current procedures.
20. Contact Information
If you have questions about this Refunds and Returns Policy or need assistance with an order, please contact our support team.
Customer Support Email: support@nnaya.com
General Inquiries: info@nnaya.com
Contact Page: https://nnaya.com/contact/
Additional information regarding our policies can also be found on our Terms page (https://nnaya.com/terms/) and our Privacy Policy (https://nnaya.com/privacy-policy/).
We appreciate your trust in Nnaya and remain committed to providing a reliable and transparent shopping experience for every customer.
