At Nenuya, we want you to shop with confidence. If you are not completely satisfied with your purchase, we're here to help. Please read our Return Policy carefully before requesting a return or refund.
Return Eligibility
We accept return requests within 30 days of your order's delivery date.
To be eligible for a return, items must be returned in their original condition. Products should be unworn, unused, free from signs of wear, and returned with all original packaging, tags, accessories, and any protective materials included with the order.
For hygiene and quality assurance reasons, products that have been worn outdoors, intentionally damaged, altered, or returned without their original packaging may not qualify for a refund.
Non-Returnable Items
The following items are generally not eligible for return unless they arrive damaged, defective, or incorrect:
- Final Sale or clearance items marked as non-returnable.
- Gift cards.
- Items that have been worn, washed, altered, or damaged after delivery.
- Products returned without prior Return Authorization from Nenuya.
How to Start a Return
To ensure your return is processed quickly and efficiently, please follow the steps below.
Step 1 – Contact Customer Support
Before returning any item, please get in touch with our Customer Support team within 30 days of receiving your order by emailing nenuyaofficial@hotmail.com.
Please include the following information in your email:
- Your order number.
- The name of the item(s) you would like to return.
- The reason for the return.
- Clear photos if the item is damaged, defective, or you received the wrong product.
Providing complete information helps us review your request as quickly as possible.
Step 2 – Return Authorization
Once we receive your request, our Customer Support team will review it within 1–2 business days.
If your return is approved, we will send you:
- A Return Authorization.
- The correct return shipping address.
- Detailed return instructions.
Please do not send any items back without receiving our approval. Returns sent without authorization may be refused or experience delays in processing.
Step 3 – Prepare Your Return
Carefully pack the item in its original packaging whenever possible.
Please ensure all original tags, accessories, protective materials, and any included components are returned together with the product.
Returned items must be in their original, unused, unworn, clean, and resalable condition.
Step 4 – Ship Your Package
After receiving the return instructions, please ship the package using a reliable shipping carrier.
We recommend keeping your shipping receipt and tracking number until your return is complete.
If the return is due to personal reasons, such as ordering the wrong size, changing your mind, or no longer wanting the item, the customer is responsible for the return shipping costs.
If the return is the result of our mistake, including receiving the wrong item, a defective product, or an item damaged during shipping, Nenuya will provide an appropriate solution and, where applicable, cover the reasonable return shipping costs.
Step 5 – Inspection and Refund
Once your returned package arrives at our warehouse, it will be inspected to verify that it meets our return requirements.
If your return is approved, your refund will be issued to your original payment method within 5–10 business days.
A confirmation email will be sent once the refund has been processed.
Please note that your bank or payment provider may require additional time for the refunded amount to appear in your account.
Original shipping charges are generally non-refundable unless our error causes the return.
Damaged, Defective, or Incorrect Items
Please inspect your order immediately after delivery.
If you receive a damaged, defective, or incorrect item, please contact us within 7 days of receiving your package and provide clear photos of the issue.
After reviewing your claim, we will arrange a replacement, refund, or another appropriate resolution as quickly as possible.
Exchanges
At this time, Nenuya does not offer direct exchanges.
If you would like a different size, color, or style, we recommend returning the eligible item for a refund and placing a new order for your preferred product.
Order Cancellation
Orders may be canceled before they have entered processing or shipment.
Once an order has been processed or shipped, it can no longer be canceled. If you no longer wish to keep the item, you may submit a return request after delivery, provided the item meets the eligibility requirements outlined in this policy.
Contact Us
If you have any questions about returns, refunds, exchanges, or your return request, please get in touch with our Customer Support team.
Email: nenuyaofficial@hotmail.com
Our team is committed to providing prompt, professional assistance and will be happy to help you throughout the return process.