Refund Policy
At Nono Kawaii , we take customer satisfaction very seriously. Please be assured that we take extra care to ensure that all our customers receive their items on time, and we will do our best to ensure that your order reaches your address promptly. Please understand that while we take every effort to minimize delays, sometimes factors beyond our control (i.e., peak seasons, delivery strikes) may affect delivery times.
All our customers are protected by our buyer protection and refund policy (“Refund Policy“) when you make a purchase through us. If you do not receive your item by the stipulated timeframe in our Refund Policy, we will make a full refund for your purchase.
In making a purchase through our store, you agree to the refund policy as set out below and incorporated in our Terms & Conditions which you agreed to at checkout. Please also read our Shipping Policy carefully as shipping times around the world may vary depending on your country and state.
Our full Terms & Conditions are available here.
We process refunds in accordance to our refund policy as stated below:
Refunds for non-delivery of items
*All items not delivered 45 days from the order date are eligible for automatic refund, subject to Clause 1.3 below. If you have not received your items after 45 days, please contact us for a refund.
1.1 For items going to U.S., Canada or United Kingdom, we will issue you a full refund if:
(a) You have not received your item 45 days after the order date* (example: You placed an order on 1 Jan 2024 and it hasn’t arrived on 15 Feb 2024); and
(b) The tracking for your items shows that the item has not been delivered to your address.
1.2 For items going to all other countries except U.S., Canada or United Kingdom, we will issue you a full refund if:
(a) You have not received your item 45 days after the order date (example: You placed an order on 1 Jan 2024 and it hasn’t arrived on 15 Feb 2024); and
(b) The tracking for your items shows that the item has not been delivered to your address.
1.3 You are solely responsible for providing your correct address for shipment and we are not able to change the shipping address once your order has been dispatched. If you provide us with an incorrect address for shipment, your order may be discarded by the deliver courier and you will not be eligible for any refund for non-delivery of your item(s) under our Refund Policy.
1.4 Provided that you have provided a correct address, for single item orders, we will refund you the cost of the item plus shipping. In the case of multi-item orders where you only receive one part of your order, we will refund you the cost of that part of the order which is not received, and the shipping costs for that particular item.
1.5 We will process refunds within 3-4 days after evaluating your request. Please note that it may take between 5 – 10 days for the refund to appear on your card statement.
Refunds of Items Significantly not as Described
1.6 In very rare instances where your item arrives badly damaged or significantly not as described, our customer support team will require further evidence to initiate a refund to you. This includes photos, pictures, screenshots, product descriptions and other material that we can use to verify that the item has arrived damaged or is significantly not as described. You must notify us of any product defects within 7 days on receipt of your item (i.e., within 7 days from the date of delivery based on the tracking information).
1.7 Our customer service and evaluation teams may, in their sole discretion, take the following course of action:
(a) Provide a full refund or replacement if the item arrives badly damaged or is significantly not as described;
(b) Provide a partial refund or replacement if the item is partially damaged during shipment or is not as described; or
(c) Provide no refund.
Please note that we take an objective view when evaluating customer complaints, and our customer evaluation teams reserve the right to make a final decision on the refund amount in accordance with clause 1.7 of the refund policy. Please understand that we take extra care to ensure that you receive quality items, and we have a stringent process in place to ensure quality checks.
1.8 You agree that a decision made by our customer service and evaluation teams under the Refund Policy shall be final and binding.
1.9 We do not accept returns for items simply because the customer no longer wants the item after receiving it (i.e., buyer’s remorse). Items that conform to their description do not qualify to be returned or refunded under this policy.
Returns