Here at NITORI, we strive to enhance our customers’ online shopping experience by providing the best possible customer service.
Upon receiving your order, we encourage you to inspect the delivered goods immediately to ensure they are of acceptable quality and match the product description stated on the website. If you are not satisfied with the product for any of the reasons listed below, a return request may be initiated within 14 days from the date of receipt of the product, or within the shorter period specified for certain cases below. To return or exchange an item, you must provide proof of purchase, such as an invoice issued by NITORI ("Invoice"), and return the item together with a copy of the invoice within 14 days from the date of receipt.
Based on the inspection results of the returned item, NITORI will repair products confirmed to have a quality issue at no additional cost or replace them with products of the same model and specification. If products of the same model and specification are out of stock, discontinued, or no longer available for sale, NITORI reserves the right to offer a corresponding substitute at its discretion.
Note
- Due to individual differences in parts, there may be slight differences in the appearance of substitute items.
- Depending on the specific circumstances, customers may need to bear certain additional expenses, such as freight charges.
- We recommend reading this policy carefully to understand NITORI’s return, cancellation, and refund procedures.
A return may be initiated for any of the following reasons:
1. Incomplete Product (Missing Parts)
You have received fewer items than the quantity ordered, or there are missing parts that affect the assembly of the product.
What to do?
You can submit a request through your account page or contact us within 48 hours of receipt at eccs@nitori.co.in with proof of purchase (Invoice) and photos showing the goods received together with their original packaging. Our customer service team will assist you.
2. Damaged Goods Due to Courier Mishandling
All our products go through quality control and are shipped in good condition. However, if a parcel is mishandled by the courier, it may appear dented, torn, or otherwise damaged, which may also result in damage to the goods inside.
What to do?
You can submit a request through your account page or contact us within 24 hours of receipt at eccs@nitori.co.in with proof of purchase (Invoice) and photos showing the damaged parcel and/or goods. Our customer service team will assist you.
3. Change of Mind (Unhappy With Purchase)
The item has no defects, but you wish to return it due to an incorrect selection, such as color, size, or specification, or because the product does not meet your expectations.
What to do?
Please contact us within 14 days of receipt at eccs@nitori.co.in with proof of purchase (Invoice) and photos showing that the goods are in new and unused condition, with the packaging still intact. Please also inform us of the reason for the return. Our customer service team will assist you.
Return Options
Option 1: Return Pickup Arranged by Us
We will arrange pickup of the return shipment. Return shipping charges will apply and will be equal to the original shipping cost. In this case, only the product amount will be refunded after deducting the return shipping charges. Shipping charges are non-refundable.
Option 2: Return by Customer
Customers may return the product to our store by courier or in person. In this case, only the product amount will be refunded. Shipping charges are non-refundable.
Important Return Notes
- Made-to-order items, custom-made products, opened hygiene items, and supplies are not eligible for exchange, return, or refund.
- For damaged goods or incomplete product cases, we will exchange the item or send a replacement product.
- For change-of-mind return requests, only the product amount will be refunded. Shipping charges are non-refundable.
Cancellation Policy
Customers may request order cancellation after confirming their order and before dispatch. Once the cancellation request is received, it will be processed within 2 to 3 working days.
If an order is rejected by the customer at the time of delivery or remains undelivered, the cancellation and refund process will begin only after the returned shipment is confirmed by the courier.
What to do?
You can request cancellation through your account page or contact us at eccs@nitori.co.in with your order details and proof of purchase. Our customer service team will review the request and assist you with the process.
Important Cancellation Notes
- Cancellation requests are accepted only before the order is dispatched.
- If the order has already been processed, packed, shipped, or is otherwise no longer eligible for cancellation, the cancellation request may not be accepted.
- For COD orders cancelled before delivery, no refund will be applicable as no payment has been collected.
- Made-to-order items may not be eligible for cancellation once production has begun.
Refund Policy
We offer a 14-day return policy, which means you have 14 days after receiving your item to request a return for an exchange or refund. To be eligible, your item must be in the same condition as received, unworn or unused, with tags, and in its original packaging. You will also need the receipt or other proof of purchase.
To initiate a return, refund, exchange, or cancellation request, you may submit a request through your account page or contact us at eccs@nitori.co.in. Once your return or cancellation is approved, we will provide instructions for the next steps. Items sent back without prior approval will not be accepted.
We will notify you once we have received and inspected your returned parcel. After verification, we will process the refund, and you will receive it within 5 to 7 working days. If the refund is approved, it will be issued to your original payment method for the approved refund amount. For COD payments, we will collect your bank details and process the refund accordingly.
Please note that it may take additional time for your bank or credit card provider to process and post the refund. All refunds are subject to the terms and conditions imposed by the relevant payment gateway service providers on NITORI and/or the customer.
Important Refund Information
- If a customer rejects a prepaid shipment at the time of delivery, the return shipping charges will be deducted from the refund amount.
- If a customer rejects a COD shipment at the time of delivery, the customer may be restricted from placing future COD orders.
- In the case of undelivered orders, refund processing will begin only after the returned shipment is confirmed by the courier and the order cancellation is completed, which may take 2 to 3 working days.
- For order cancellations & refund process, cancellation processing may take 2 to 3 working days, and the refund may take an additional 5 to 7 working days. Therefore, the complete cancellation and refund process may take approximately 7 to 10 working days.