Refund policy
Return & exchange & refunds policy
It is important to us that you are completely satisfied with your purchase. Our policy lasts 7 days. If 7 days have gone by since your purchase, unfortunately we can't offer you a return or exchange.
Please note that promotion items are final sale and are not eligible for returns, exchanges, or refunds.
Our customer service team will assist you with the returns process.
First of all, please email us at customer@nayula.com with the subject title with your Order Number.
If you return before you email us or without confirmation from us, we will not accept any reason.
We reserve the right to refuse any order you place with us. We may, in our sole discretion, limit or cancel quantities purchased per person, per household or per order. These restrictions may include orders placed by or under the same customer account, the same credit card, and/or orders that use the same billing and/or shipping address. In the event that we make a change to or cancel an order, we may attempt to notify you by contacting the email and/or billing address/phone number provided at the time the order was made
*NAYULA reserves all rights to inspect the condition of the item(s) before accepting any returns, refunds or exchanges (‘Returns’). You shall bear the shipping and handling charges of returning for your reasons and exchange to you.
Returns that are damaged or soiled will not be accepted and may be returned at customer’s cost, which may include return shipping and additional duties & taxes.
*All shoes should be tried on a carpeted surface before wear, as shoes with markings of any kind will not be accepted for returns.
*We recommend you option for a shipment method that enables tracking.
NAYULA will not take any responsibility for the loss or damage of a returned parcel.
All risks in shipping the item(s) to NAYULA shall be borne by you. NAYULA shall not be responsible for any loss or damage to the item(s) which is being returned to us.
Collection must be made within 7 seven days of confirmation by email.
Exchanges
*Exchanges are subject to stock availability.
*In case of your convenience,
You are only allowed to exchange the same item in a different colour and/or size.
*In the event of our inadequacy,
We only replace items if they are delivered defective or damaged already. please send us an email.
*Its original condition, original packaging, original dust bag and original leaflet.
Pack the item(s) into the original packaging.
*Follow the returns procedure and our customer service team will assist you with the process.
*A final inspection will be done to ensure the item(s) is in its original condition before processing your exchange.
*You will be notified via email once your parcel reached us. Further instruction will be provided in the email.
*We will ship the replacement item(s) to you and bear the shipping cost.
Return
It is important to us that you are completely satisfied with your purchase.
*Please make sure the items is in original condition, original dust bag and original leaflet.
Pack the item(s) into the original packaging.
*A final inspection will be done to ensure all items are in their original condition before processing your returns.
*Returns that do not meet our policy will not be accepted will be returned to you at your cost.
*Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Refunds
*Once we receive your return item(s), it will go through a quality check to unsure it’s in same condition and complies with this our refund policy.
This can take up to 3 working days after we receive item.
*After the return has been approved, it take up to it takes up to 15 working days for the refund to be made to your payment services provider. Once we have processed your refund, you will receive a confirmation email from us.
*Refunds will be based on the value of the merchandise as reflected on your invoice. Shipping and handling charges from your initial order will only be refunded if the return is due to a defective or wrong item.
For customers purchasing outside Singapore:
The return conditions are the same as those described above the refund policy, please kindly take care when receiving your goods. If you wish to return or exchange the products, please contact us at customer@nayula.com with the subject title with your Order number before returning.
You shall assume the cost and risks of returning the products to us. If an item is lost during shipment, the customer is responsible for delivery charges and the cost of the item
Item rates may vary during sales or promotion periods. When you make the return, you will always be refunded the amount paid on the day of purchase. If you buy the new another design or another price item again, the amount to be paid will be the current rate on the day of the new order.
We are not responsible for currency fluctuations that occur when issuing refunds to a credit or debit card denominated in a currency other than Singapore dollars. We will not refund any bank charges.
If you have any questions, please contact us at customer@nayula.com with the subject title with your Order Number.
Late or missing refunds
If you haven't received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you've done all of this and you still have not received your refund yet, please contact us at customer@nayula.com with the subject title with your Order Number.
Promotion Items (Final Sale)
Promotion items are final sale.
Returns, exchanges, or refunds are not accepted for promotion items.
Please review the product details carefully before purchasing.
Defective products
We are sorry if you are experiencing an issue with your product.
Our customer service team will assist you with the returns process.
First of all, please email us at customer@nayula.com with the subject title with your Order Number.
Our policy lasts 15 days. If 15 days have gone by since your purchase, unfortunately we are unable to respond.
*Please ensure that all tags remain attached as per our standard return policy.
*We will issue a replacement or refund upon receipt of the item.
*Items that are damaged as a result of normal wear and tear are not considered to be faulty.
*To help us expedite your concern, please see the general guidelines below to determine if your product will be considered defective by our review team.
Note: a defective product is an imperfection in a product as a result of a manufacturing or design defect.
Examples of what is not considered defective:
- Uneven colour, natural scratches and stains due to the nature of the leather or natural Jute or natural rubber
- Worn stitching, worn soles or frayed webbing due to normal wear
- Damage that is a result from misuse, normal wear and tear or damage occurred during storage
- Broken or damaged laces and worn soles
- Improper fit. Fit is the responsibility of the owner and should be assured within return window
- Comfort issues
If you feel your product is defective as a result of a manufacturing or design defect, please email us at customer@nayula.com
With the subject title `Defective products’ with your Order Number.