Refund policy

At NAINAA™, we want every piece you receive to feel special. Please read our Return, Replacement & Refund Policy carefully before placing your order.

1. Returns

Return requests must be raised within 2 days of delivery, subject to this policy and applicable consumer protection laws.

Products must be unused, unworn, undamaged, and returned with their original packaging, tags and any included accessories.

Due to the nature of jewellery products, returns for change of mind, personal preference or simply not liking the product may not be accepted unless otherwise stated on the product page or required under applicable law.

Products that have been worn, used, altered or damaged after delivery may not be eligible for return, subject to applicable law.

Please contact us before returning any item to receive return instructions.

2. How to Start a Return

To request a return:

1. Contact us within 2 days of delivery.

2. Share your order number and the reason for your return request.

3. Provide the required photographs, unboxing video and any other relevant details.

4. Wait for our team to review your request and provide return instructions.

Please do not send any product back without contacting us first.

For approved change-of-mind returns, the customer may be responsible for return shipping costs unless we state otherwise or applicable law requires otherwise.

3. Damaged, Defective, Wrong or Missing Items

Please inspect your order immediately upon delivery and contact us as soon as possible if an item is defective, damaged, incorrect or missing from your order.

Please provide your order number, clear photographs of the parcel and product, and a complete, uninterrupted unboxing video showing the opening of the parcel and the product received.

Mandatory Unboxing Video

A complete, uninterrupted unboxing video is required for return and replacement requests to help us verify the condition of the parcel and product.

Requests without a valid unboxing video may be declined where legally permissible. This requirement does not override any rights or remedies available to customers under applicable consumer protection laws.

After reviewing the claim and supporting evidence, we will inform you of the appropriate resolution, which may include a replacement, refund or another remedy, as applicable.

4. Exceptions and Non-Returnable Items

Some products may not be eligible for return, as stated on the product listing or communicated at the time of purchase, subject to applicable law.

Products purchased using discount coupons, promotional offers, sale offers or other special discounts are non-returnable and non-refundable, except where a return, replacement or refund is required under applicable consumer protection laws.

Products that have been worn, used, altered or damaged after delivery may not be eligible for return or replacement, unless otherwise required under applicable law.

If you have questions about whether a specific item is eligible for return, please contact us before placing your order.

5. Exchanges and Replacements

Replacement requests must be raised within 7 days of delivery, subject to product availability, product verification and applicable consumer protection laws.

Please contact us before returning an item and provide your order number, reason for the request, photographs and the required unboxing video.

All replacement requests will be reviewed by our team. If the same product is unavailable, we will contact you regarding an appropriate alternative or refund, as applicable.

Please wait for our approval and instructions before dispatching any product back to us.

6. Refunds

We will notify you after receiving and inspecting an approved return and inform you whether the refund has been approved.

Approved refunds will be processed within 7–10 working days after pickup and product verification.

Refunds will generally be issued to the original payment method unless otherwise agreed or required by applicable law.

Your bank or payment provider may require additional time to credit the refund to your account. The time taken for the amount to appear in your account may therefore vary.

If you do not receive the refund within a reasonable period after it has been processed, please contact us.

This policy does not limit any rights available to customers under applicable consumer protection laws, including rights relating to defective, damaged, incorrectly described or undelivered products.

7. Order Cancellations

Customers may request order cancellation within 5 hours of placing the order by contacting NAINAA at info@bynainaa.com or WhatsApp +91 7224884165.

Cancellation requests made after the 5-hour window will not be accepted, except where cancellation or another remedy is required under applicable law.

Once the cancellation window has expired, the order will continue to be processed as scheduled. If the order has already been dispatched, cancellation may no longer be possible under this policy, subject to applicable consumer protection laws.

If a cancellation is approved, any eligible refund will be processed to the original payment method, subject to the applicable refund terms and legal requirements.

8. Contact Us

For cancellation requests, returns, replacements, refunds or damaged-product concerns, please contact us:

Brand: NAINAA™
Email: info@bynainaa.com
WhatsApp: +91 7224884165
Address: 1-B Mayapuri Colony, MR-9 Ring Road, Robot Square, Indore, Madhya Pradesh, India.