Skip to content
🛡️ Nefru Store – Return & Exchange Policy
At Nefru, our goal is your 100% satisfaction with every purchase 🤝.
We understand that sometimes things may not go as planned, so we offer a flexible and transparent Return & Exchange Policy within 14 days from the date of delivery.
✅ Steps to Request a Return or Exchange
- Contact us via our official page messages.
- Provide your order details + proof of purchase (invoice or screenshot) + photos clearly showing the issue (if applicable).
- Your request will be reviewed and responded to within 24–48 working hours.
📦 Terms & Conditions
🧾 Product Condition
- The product must be in its original condition (unused, unwashed, undamaged, and with its original packaging intact).
- All accessories, gifts, or promotional items received with the product must be returned as well.
🪄 Acceptable Reasons for Return or Exchange
- Receiving a different product than what was ordered.
- The product has a clear manufacturing defect or damage caused during shipping.
- Size or color changes are not accepted unless approved by the vendor/seller.
- Dissatisfaction with the product, provided it has not been opened or used.
💰 Refund & Deductions
- Delivery is free for purchases, but in case of return or exchange, shipping costs will be deducted from the refunded amount, unless the return is due to a store error or manufacturing defect.
- In certain cases, a small operational fee may be deducted to cover handling or administrative costs.
⏳ Processing Time
- Response to return/exchange requests: within 2 working days.
- Processing and pickup: 2–5 working days after approval.
- Refund issuance: 3–7 working days, depending on the payment method used.
❌ Non-Returnable / Non-Exchangeable Items
- Personal care products.
- Underwear or intimate wear.
- Custom-made or personalized items.
- Any product that has been opened, used, or altered, preventing resale.
⚖️ Additional Clauses for Transparency & Protection
- The management reserves the right to reject any request that violates the policy or appears to be abusive or fraudulent.
- In case of repeated unjustified return or complaint requests, the store reserves the right to suspend dealing with the customer.
- Policy terms may be amended at any time in line with Nefru’s internal regulations and partner agreements.
🧾 Vendor Return & Exchange Policy (for Marketplace Sellers)
To maintain a fair and consistent experience for customers and sellers, vendors on Nefru Store must adhere to the following conditions:
In cases of disagreement between the vendor and customer, Nefru’s management will review evidence and make a final decision.
Vendors must respond to customer return/exchange requests within 24 hours of receiving notification from Nefru.
Vendors are required to inspect returned items immediately upon receipt and confirm the condition before approval.
Vendors must cover return shipping costs if:
The wrong item was sent.
The product has a clear manufacturing defect.
In all other cases, the customer covers the return shipping fee.
Vendors must keep photographic proof of product condition before dispatch and after return to prevent disputes.
Nefru has the right to suspend or penalize vendors who repeatedly:
Delay responses or refunds.
Reject valid return/exchange requests.
Receive multiple complaints for poor packaging or misrepresentation.
Any request for size or color change will only be accepted if the vendor explicitly agrees and has the requested variation in stock.
Vendors are encouraged to clearly state non-returnable products on their listings (e.g., hygiene-related items, custom products).
