Returns & Refunds
Return Policy
To process a return, we require proof of purchase (such as a receipt). Please review the following details before placing an order:
- Our return and refund policy is valid for 30 days. If 30 days have passed since you received your product(s), unfortunately, we cannot offer a refund or exchange.
- All purchasescan be returned within 30 days of receiving your last package.
Return Request (if applicable)
To be eligible for a return:
- The item must be unused, in original condition, and returned in its original packaging.
If you wish to cancel an order after the items have been shipped, you must contact us at service@nanaplums.com within 12 hours. We will attempt to cancel the shipment with the logistics company.
If the order has been in the shipping phase for more than 48 hours, it cannot be canceled. If you wish to return the product due personal preference after receiving it, you will need to submit a Returns and Refunds request. For any product issues, please provide photos and videos as evidence.
We will provide the return address via email.
Packaging
If your product arrives damaged, please send photos and videos of the damage to service@nanaplums.com. Upon confirmation of a delivery issue, we will arrange a replacement shipment within 48 hours.
Shipping Fees
1.You are responsible for the return shipping costs. Additionally, the original shipping costs we incurred to send the product cannot be refunded and will be deducted from your refund.
2.If the product is damaged or incorrect due to our error, you will not be responsible for return shipping costs.
Refunds (if applicable)
Once we receive and inspect your returned item, we will send you an email confirming receipt and notify you whether the refund has been approved.
- If approved, your refund will be processed, and the credit will be applied to your original method of payment within 2-3 business days.
Late or Missing Refunds (if applicable)
- If you haven’t received your refund yet, first check your bank account.
- Then, contact your credit card provider, as it may take some time for the refund to be posted.
- Next, contact your bank. There is often a processing delay before the refund is finalized.
If you’ve done all of this and still haven’t received your refund, please contact us at service@nanaplums.com.
Conditions Where Refunds Are Not Applicable
1.If you request a cancellation more than 48 hours after shipment, you cannot cancel the order or apply for a refund. You may, however, return the product to us for a refund.
2.If the product is defective or damaged, but you refuse to provide photo or video evidence, a refund cannot be issued.
Return Address contact
Contact Person: Amy Xie
Email: service@nanaplums.com