1. Return Eligibility:

• Customers may return products if they are damaged or for other relevant reasons. We strive to ensure customer satisfaction with every purchase.

2. Initiating a Return:

• To start a return process, customers have two options: an exchange for the same product or a product of the same value, or a refund.
• Contact our customer service team to initiate the return process.

3. Shipping the Product Back:

• The customer is responsible for shipping the product back to us. Alternatively, they can opt to cover the cost of shipping arranged by us.
• Shipping details and instructions will be provided during the return initiation process.

4. Product Evaluation:

• Upon receiving the returned product, we will evaluate its condition.
• If the product is in good condition, eligible for a return, we will proceed with the refund process.
• If the product is found to be in poor condition, we may provide a partial refund or, in some cases, reject the refund.

5. Refund Options:

• If a refund is approved, customers have two choices:
  • Exchange: Swap for the same product or another product of the same value.
  • Refund: Opt for a refund either as store credit valid for 3 months, which will be added instantly to their account, or as a refund back to the original payment method.
• The time frame for refund processing varies:
  • Store Credit: Instantly added to your Naqi account.
  • Payment Method Refund: Takes between 3-21 working days, subject to bank processing times.

6. Contacting Customer Service:

• For any questions or to initiate a return, please contact our customer service team at hello@itsnaqi.com.