Return & Refund Policies

At Nana Line, your satisfaction is our priority. While we aim to deliver high-quality products with care, we understand that sometimes things don’t go as planned. This policy outlines when and how you can request returns, refunds, or replacements.

Return Eligibility

Due to the hygienic nature of cosmetics and personal care items, we only accept returns under the following conditions:

  • The product arrived damaged, defective, or incorrect.
  • The return request is made within 7 days of delivery.
  • The item is unused, unopened, and in original packaging.

We do not accept returns for items based on personal preference (e.g., color not as expected) or if the packaging has been opened.

How to Request a Return or Refund

To initiate a return, please email us at support@nanaline.com with the following:

  • Your full name and order number
  • Photos of the item (damaged or incorrect)
  • A brief description of the issue

Our team will respond within 48 hours to guide you through the next steps.

Refund Process

If your return is approved:

  • We will issue a full or partial refund to your original payment method.
  • Refunds may take 5–10 business days to appear, depending on your bank or payment provider.

Please note: Original shipping charges (if any) are non-refundable unless the item was defective or the wrong product was shipped.

Replacements

If your product arrives damaged or you received the wrong item, we will gladly send you a replacement free of charge. In most cases, we do not require you to send the damaged product back.

Non-Returnable Items

We cannot accept returns or offer refunds for:

  • Opened or used products
  • Sale items, clearance items, or promotional freebies
  • Items returned without prior approval
  • Orders placed with an incorrect shipping address

Return Shipping

If a return is approved, we’ll provide the return address and instructions. In most cases:

  • You will not need to ship the product back if it was damaged/defective.
  • If return shipping is required, the cost will be covered only if the error was on our end.