Refund policy

Return & Refund Policy

1. Our 14-Day Return Policy

We want you to be completely satisfied with your purchase. That’s why we offer a 14-day return window, starting from the day you receive your order. If, for any reason, you are not fully satisfied, you may initiate a return within this period.

2. Conditions for Returns

To ensure a smooth process, please note that we cannot accept returns if:

  • Signs of Wear or Washing: Items have been worn, washed, or used.
  • Missing Hangtag: The original hangtag has been removed or is missing.
  • Altered Items: Garments have been altered or customized in any way.
  • Odors: Items carry strong odors (e.g., perfume, smoke, body odor).
  • Incomplete Returns: Original packaging, accessories, or promotional gifts are missing.
  • Exceeded Return Period: The return request is made after the 14-day window.
  • Non-Returnable Items: Products marked as final sale or non-returnable at the time of purchase.
  • Hygiene-Sealed Products: Undergarments, swimwear, or similar items with a broken hygiene seal.
  • Incorrect Items: The returned items do not match the original order.
  • Excessive Wear and Tear: Garments show signs of damage beyond normal use.
  • Incomplete Documentation: No valid receipt/proof of purchase or no completed return form is provided.
  • Misuse of Product: Items damaged due to negligence or improper care.

Tip: Always inspect your garments for any stains or defects before removing the hangtag. Once removed, no claims can be made regarding the product’s condition.

3. How to Initiate a Return

  1. Complete the Return Form

    • Fill out our online Return Form (link or instructions here).
    • Include your order number and the reason for return.

  2. Prepare Your Return Package

    • Repack the item(s) carefully along with the original packing slip or proof of purchase.
    • Ensure all tags and accessories are included.

  3. Ship Your Return

    • Within the EU: Use the return label provided via our return portal (if applicable).
    • Outside the EU: Arrange shipment with a carrier of your choice.
    • Note: Return shipping costs remain the customer’s responsibility unless the item received was incorrect or damaged.

4. Damages and Issues

Please inspect your order upon arrival. If you receive a faulty, damaged, or incorrect item, contact us immediately so we can make it right. We’re committed to resolving any issues as quickly as possible.

5. Exchanges

If you wish to exchange an item, we recommend:

  1. Initiating a return for the original item.
  2. Placing a new order for the replacement item once your return is accepted.

This approach ensures faster processing and availability of the desired product.

6. Refunds

  • Quality Control: Once we receive your returned items, they undergo inspection, which may take up to 5 business days.
  • Processing the Refund: If approved, refunds are issued to your original payment method within 10 business days after inspection.
  • Bank/Credit Card Delays: Your bank or credit card provider may take extra time to finalize the refund. If you haven’t received your refund after 15 business days, please contact us at [Your Customer Support Email].

We commit to issuing eligible refunds within 14 days of receiving your returned product. Keep in mind that any request made outside the 14-day period may not be accepted.

7. European Union 14-Day Cooling-Off Period

If you reside in the EU, you benefit from a statutory right to cancel or return your order within 14 days, for any reason and without justification. This legal right operates in addition to our standard return policy.

8. Additional Return & Exchange Information

  • Return Period: You have 14 calendar days from receipt to initiate a return.
  • Online Return Form: Use the form (link or portal info here) for quicker processing.
  • Shipping Costs: Unless the item was incorrect or damaged, return shipping is at your expense.
  • Product Condition: Items must be clean, unworn, and in their original condition (including labels and packaging).
  • Proof of Shipment: We recommend keeping your track-and-trace code in case of any issues with lost packages.

9. Contact Us

If you have any questions, concerns, or need help with your return or exchange, please reach out to us at:

  • Email: info@nur-aya.nl