Return And Refund Policy
Thank you for shopping at napshine.com. We understand that there may be occasions when you need to return a purchase. Please review our policy carefully to ensure a smooth experience.
Return
Customers have to return a product within 90 days from delivery date. Depending on each case, we will guide you specifically on how to handle it. We have fully described the specific cases below, please read them carefully.
Cancellation
Situations that may arise when you need to cancel an order:
1. Order Processing Stage Cancellation:
If your order is still in the processing stage, we will issue a refund to you within 24 hours of receiving your cancellation request.
2. Shipped Order Cancellation:
If your order has already been shipped, we will reach out to the carrier within 3 days of your cancellation request to inquire about the possibility of cancellation.
- If Cancellation is Possible: Upon confirmation from the carrier, we will process a refund to you within 24 hours.
- If Cancellation is Not Possible: In such cases, we kindly request that you wait to receive the item and then proceed with returning it. The return process will be detailed in the email communication.
3. Refund:
- Upon Receiving Returned Items: Once we receive the returned items, we will initiate the refund process.
- Refund Processing Time: We aim to process the refund within 48 hours of receiving the returned items.
Damaged or Faulty Items Received
At Napshine, we strive to provide our customers with the best shopping experience possible. In the unfortunate event that you receive a damaged or faulty item, please follow the guidelines outlined below to initiate the return process:
1. Contact Information and Requirements for Returns
Please note that we only accept return requests within 90 days from delivery date. Please reach out to our support team at [email protected]. Kindly attach a video recording of the unboxing process, highlighting the item’s damage.
2. Assessment of Return Request
Our team will carefully evaluate the video and any additional necessary information provided. Based on the assessment, we will decide whether to accept or deny the return request.
3. Response Time
We are committed to addressing your concerns promptly. You can expect a response from our team within 24 hours of receiving your email request.
4. Approval and Tracking Label
If your return is approved, we will provide you with a tracking label and detailed instructions on the return procedure.
5. Return Timeline
To complete the return process, please send the item back to us within 90 from the day you receive the return acceptance email.
Please note that the return process will be considered invalid if the item is not received within the specified timeframe.
6. Refund/Replacement Process
Once we receive the returned item, we will initiate the refund process within 48 working hours if you have chosen the Refund option.
If you have requested a replacement item, we will arrange for its prompt shipment to you.
If you have any further questions or need assistance, please do not hesitate to contact our customer support at [email protected].
Wrong Product Received
We apologize if you have received the wrong product. You can send us a refund request at [email protected] within 90 days from delivery date.
Our customer support representative will provide you with clear instructions on how to proceed with the refund. Please follow these instructions carefully to ensure a smooth refund process.
Item Never Arrived
If your order has not arrived within the expected timeframe of 5-10 business days from the shipping date, we apologize for any inconvenience caused. Please contact our support team at [email protected] so that we can assist you with a refund.
Kindly provide us with your order details and we will promptly investigate the matter. Once we have verified the status of your shipment, it will take approximately 24 hours for us to process the refund and initiate the reimbursement.
Customer Change of Mind
Sometimes customers may have a change of mind after receiving an item. However, there are certain conditions that need to be followed in such cases.
Customers are eligible to request a return or refund within 3 days from the delivery date. To be eligible for a return, the items must be unused and in their original packaging. We will process the refund within 48 hours of receiving the returned items.
Please note that customers are responsible for the shipping fee when returning items due to a change of mind.
Exchange
For some reason you want to exchange a different item, please request a return or refund within 3 days of delivery day. We will ship another item according to your request within 48 hours of receiving the returned items.
Of course, the item you return to us must be in unused condition and you need to pay the return shipping fee.
Refund
Upon receiving the returned item, we will carefully inspect and confirm its eligibility for a refund. Once the eligibility has been confirmed, we will proceed to process the refund to the customer within 48 hours.
Please note that it may take an additional 1-3 days for the refunded amount to appear in the customer’s payment account. This delay is dependent on the processing time of the respective financial institution. We kindly ask for your patience and understanding during this period.
Contact Information
Call us: +84 942921609
Email: [email protected]
Address: Thi Noi, Chuyen Ngoai, Thi xa Duy Tien, Ha Nam, 400000 Vietnam.