Refund policy

At Naaé, we take formulation, quality, and packaging seriously. Every product is carefully inspected before dispatch. However, if something isn’t right, we’re here to help.

Please read the following policy carefully before initiating a return.

1. Eligibility for Returns

We accept returns only in the following cases:

• You received a damaged product
• You received the wrong product
• The product was delivered in a tampered condition

To be eligible for a return:

• The request must be raised within 48 hours of delivery
• The product must be unused and in its original packaging
• You must provide clear photographs and unboxing video evidence (if applicable)

2. Non-Returnable Items

Due to the nature of skincare products, we do not accept returns or exchanges in the following cases:

• If the product has been opened or used
• If the seal is broken (where applicable)
• If the product does not suit your skin
• If you change your mind after purchase

Skincare is subjective. Individual skin reactions may vary, and we encourage reviewing ingredient lists before purchasing.

3. How to Initiate a Return

To initiate a return request:

• Email us at returns@naae.co
• Mention your Order ID
• Attach clear images/videos of the product and packaging
• Describe the issue in detail

Our team will review your request within 2–3 business days.

4. Refund Process

If your return request is approved:

• You will be notified via email
• Refunds will be processed to the original payment method
• Processing time may take 5–7 business days, depending on your bank or payment provider
• If payment was made via Cash on Delivery, refunds will be issued via bank transfer after collecting necessary details

5. Order Cancellation

Orders can be cancelled:

• Before dispatch, by emailing us at support@naae.co
• Once the order has been dispatched, cancellation is no longer possible

6. Shipping Damages

If your package arrives visibly damaged:

• Do not accept the delivery (if possible)
• Take clear photographs immediately
• Contact us within 48 hours
• We will arrange for a replacement where applicable

7. Exchanges

We do not currently offer exchanges for opened or used products. In case of incorrect product delivery, we will arrange a replacement after verification.

8. Refund Rejection

We reserve the right to reject refund or return requests if:

• The claim does not meet the policy criteria
• Evidence provided is insufficient
• The product has been used
• The request is raised beyond the allowed timeframe

9. Policy Changes

Naaé reserves the right to update or modify this policy at any time without prior notice. Changes will be reflected on this page with a revised date.

10. Contact

For all return and refund inquiries, please contact:

Email: returns@naae.co
Website: www.naae.co