Return, Exchange & Refund policies
If the products you have purchased from us are faulty or mislabeled then we will meet our legal obligations in the country in which the products were purchased.
Change of Mind Returns
If you change your mind about the products you have purchased from us, we will refund the purchase price of the product (excluding delivery charges and duties), subject to the following conditions:
- Products purchased from Nutaku Store must be returned within 28 days of receiving your original order;
- The returned products must not be; underwear, swimwear or socks; please do not remove the original wrapping/seal for hygiene reasons;
- Products must be in original sale condition (unworn, unwashed, seals must be intact or otherwise unused with original tags/labels attached); and
- You may be asked to provide personal details for returns. These details will be used for the purpose of processing the return.
Exchanges for the same product in a different size will not incur any additional charges. If the new product is a different product (including a different color) and there is a price difference, you will need to pay the difference between those two products or will receive a partial refund equivalent to said price difference.
If you request a refund, the purchase price (excluding delivery charges and duties) will be refunded to you using the original payment method.
If you wish to return your purchased products, please follow the process below:
- Contact our customer support at firstname.lastname@example.org to request a RMA (Return Merchandise Authorization). If you are returning a product because it was damaged in the mail, please send pictures of the damaged product to evidence your claim with your initial email to our customer support. Customer service hours are from Monday to Friday between the hours of 9:30 a.m. to 5:00 p.m. (EST);
- You will receive an email with a return label to insert on your package; and
- Pack the product you would like to return, print and insert your return label & post in the mail in accordance with our instructions. Once received, we will inspect the product, decide whether or not a refund is justified and notify you via email. If you are eligible to a refund, the amount of the returned product should be credited back to you in the next 1-5 business days, depending on the payment method used to place your order. If the returned product does not meet the terms and conditions for returns stated herein and/or if we deem that no return is justified, the product will be sent back to you and no refunds will be processed.