Returns and Exchanges Policy
At Ngula Online, we understand that sometimes a product may not meet your expectations or fit your needs perfectly. We want you to be completely satisfied with your purchase, which is why we have developed a comprehensive Returns and Exchanges Policy. Please carefully review the following guidelines to ensure a smooth and hassle-free process.
1. Eligibility for Returns and Exchanges:
- To be eligible for a return or exchange, the item(s) must be unused, in its original packaging, and in the same condition as when it was received.
- Certain items, such as perishable goods, intimate apparel, personalized or custom-made products, or items marked as final sale, may not be eligible for returns or exchanges. Please carefully check the product description before making a purchase.
2. Timeframe for Returns and Exchanges:
- For returns: If you are not satisfied with your purchase and wish to return it for a refund, you must initiate the return process within 3 days from the date of delivery.
- For exchanges: If you received a defective or incorrect item and would like to exchange it for a replacement, please initiate the exchange process within 3 days from the date of delivery.
3. How to Initiate a Return or Exchange:
- To initiate a return or exchange, please contact our customer support team through email, phone, or live chat. Provide your order number, a detailed explanation of the reason for the return or exchange, and any supporting evidence such as photos if necessary. Our team will assist you with the next steps.
4. Return Shipping and Costs:
- For returns: The customer is responsible for the return shipping costs unless the item is defective or there was an error on our part. We recommend using a trackable shipping method to ensure the safe arrival of the returned item. Upon receipt and inspection of the returned item, we will process the refund within 7 business days.
- For exchanges: In case of a defective or incorrect item, we will cover the return shipping costs and provide a prepaid shipping label. Once the returned item is received and inspected, we will promptly send you a replacement at no additional cost.
5. Refund Method and Timeline:
- For returns: Refunds will be issued to the original payment method used during the purchase. The timeline for receiving the refund may vary depending on your bank or credit card provider. Typically, refunds are processed within 7-14 business days after the returned item is received and inspected.
- For exchanges: Once the original item is received and inspected, we will ship the replacement item to you. The estimated shipping time will depend on your location and the availability of the product.
6. Non-Refundable Items:
- Gift cards, vouchers, and promotional codes are non-refundable and cannot be exchanged for cash.
- Vitamins and supplements cannot be returned by law
7. Damaged or Lost Items:
- In the unfortunate event that your package arrives damaged or is lost in transit, please contact our customer support team immediately. We will work with you to resolve the issue and ensure your satisfaction.
We strive to provide exceptional customer service and aim to make the return or exchange process as effortless as possible. If you have any further questions or need assistance, please do not hesitate to reach out to our friendly customer support team.
Thank you for choosing Ngula Online
