Refund policy

We have a 60-day return policy, which means you have 60 days after receiving your item to request a return. To qualify for a return, simply ensure that the product are in their original condition, and in their original packaging. Please note, for hygiene reasons, especially with personal products, we can only accept returns for items that are in their original condition.

To initiate a return, simply reach out to us at support@nubana.store

Upon acceptance of your return request, we'll provide you with further instructions on how and where to send your package. Please note that items returned without prior authorization will not be accepted.

Kindly note that customers are responsible for bearing the cost of returning the item.

For any questions regarding returns, feel free to reach out to us at support@nubana.store. We're here to assist you throughout the return process.

Cancellation Policy

  • Customers may cancel their order within 24 hours of placing it.
  • To cancel an order, customers must contact our customer service team at support@nubana.store, providing their order number and reason for cancellation.
  • If the cancellation request is received within the 24-hour window, we will issue a full refund for the order.
  • If the cancellation request is received after the 24-hour window has passed, the order cannot be canceled, and no refund will be issued.
  • Once a refund has been processed, it may take 10-15 business days for the refund to be reflected in the customer's account.
  • We reserve the right to refuse a refund in cases of suspected fraudulent activity or abuse of our cancellation policy.

Undeliverable Address
It is the customer's responsibility to provide a correct and deliverable shipping address. Nubana does not hold any responsibility for orders not being delivered due to the undeliverable address provided at checkout. If an undeliverable address is provided at checkout, the order might not be delivered to the desired address and all costs will be covered by the buyer. If a customer noticed an error in the shipping address after the checkout, it is his responsibility to inform Nubana about the change in a window of 24h after an order has been placed.

Damages and issues
Please inspect your order upon reception and contact us immediately (within 24 hrs) if the item is defective, damaged or if you receive the wrong item, please send us a photo as a proof so that we can evaluate the issue and make it right.

Refused Package Policy

If a customer refuses delivery of their order and the package is returned to us by the courier, the following policy applies:

  • Only 50% of the order value will be refunded.
  • Shipping costs are non-refundable.
  • No exceptions will be made.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. We are happy to offer hassle-free exchanges to ensure you get the perfect fit!

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@nubana.store