Refund policy

Refund, Return & After-Sale Policy

1. Overview

At Nairoko, we want you to be satisfied with every purchase. This policy outlines the conditions for refunds, returns, and after-sale support.
Please read it carefully before submitting a request.
This policy complies with our supplier TeemDrop's after-sale guidelines.

2. Return & Refund Eligibility

2.1 Defective or Damaged Products

  • Customers may request a return or refund within 30 days after receiving the product if it arrives damaged, defective, incorrect, or missing parts.
  • You must provide photo or video evidence showing the issue.
  • If the claim is valid, we will offer either:
    • A full refund, or
    • A replacement at no extra cost.
  • In these cases, the return shipping cost is covered by our supplier.

2.2 Change of Mind / Unwanted Items

  • If you wish to return a product simply because it does not meet your expectations, you may do so within 7 days after receiving the item.
  • The product must be unused, in its original packaging, and in resellable condition.
  • The customer is responsible for the return shipping costs in this case.
  • Shipping fees, taxes, or additional charges are non-refundable.

2.3 Order Cancellations

  • Orders can be cancelled before they are processed or shipped.
  • Once the order is processed by our supplier, it can no longer be cancelled.
  • Customized or pre-order items cannot be cancelled once payment is confirmed.

3. How to Request a Return

To submit a return or refund request:

  1. Contact our support team at support@nairoko.com within the applicable return window (30 or 7 days).
  2. Include:
    • Your order number
    • Photos or videos showing the product issue
    • A short description of the problem
  3. Our team will guide you through the next steps, including where to ship the item (if required).
  4. Once the product is received and inspected, we will process your refund or resend within 5–10 business days.

4. Refund Method

  • Refunds are issued to the original payment method.
  • Customers receive refunds in the same currency used for the original purchase.
  • Refund processing time may vary depending on the payment provider.

5. Exceptions

We cannot offer refunds or replacements for:

  • Products returned after the allowed period (30 or 7 days).
  • Items damaged due to misuse, improper handling, or normal wear and tear.
  • Packages returned to sender due to incorrect or incomplete address.
  • Missing claims without sufficient photo/video proof.

6. After-Sale Support

For all disputes and after-sale issues, please contact us directly via email.
All claims must be submitted through our official support channel.
We cooperate with TeemDrop's Dispute Resolution Team to ensure fair and transparent handling.

7. Force Majeure

Nairoko and its suppliers are not responsible for delays or damages caused by circumstances beyond our control — including but not limited to customs inspections, natural disasters, pandemics, or logistical disruptions.

Last Updated: November 2025

If you have any questions regarding this policy, please contact us at support@nairoko.com.