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We offer a 90-day return policy, which means you have 90 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition as when you received it: unopened, unused, with all original packaging and labels intact. For hygiene and safety reasons, we cannot accept returns of any opened or used products. You’ll also need the receipt or proof of purchase.

Important:
You must always contact us first at hello@naysu.com before sending any item back. We will provide you with the correct return address and a return authorisation.

Do not send returns to the company registration address. Returns sent to that address cannot be processed and will not be eligible for a refund.

Once your return request is approved, we will provide a return shipping label and detailed instructions. Items sent back to us without prior approval will not be accepted or refunded.

Return shipping costs are the responsibility of the customer, unless the product is defective or incorrect.

Damages and issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you received the wrong product. We will evaluate the issue and arrange a replacement or refund where appropriate.

Exceptions / non-returnable items
For hygiene and safety reasons, we do not accept returns of opened or used personal care products. Other non-returnable items include sale items, gift cards, and promotional bundles. Please contact us if you have any questions about a specific item.

Exchanges
The fastest way to get the item you want is to return your product (if eligible) and place a new order once your return is approved.

European Union 14-day cooling-off period
If your order is shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. As above, the item must be unopened, unused, and in its original packaging with proof of purchase.

Refunds
Once we receive and inspect your return, we will notify you if your refund has been approved. If approved, the refund will be issued to your original payment method within 10 business days. Please note it may take additional time for your bank or credit card company to process the refund.
If more than 15 business days have passed since your return was approved, please contact us at hello@naysu.com.