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Exchanges & Returns

For products sold by Naiise:

Exchange & Return Policy (In-store Purchases)

For all exchange and/or return requests that are not made on the same day of the original purchase, please kindly contact our Customer Service team at [email protected] before heading down to any of our outlets.

We will be able to assist you with your request and make sure that the exchange item is available before you visit our store for exchange, or that your refund will be processed accordingly.

Exchanges

We are happy to offer exchanges within 30 days for all items purchased from any Naiise outlets within Singapore if the following conditions are met:

  1. An original receipt is presented within 30 days of purchase, and
  2. Product is in sellable condition with its original packaging, and
  3. Product(s) does/do not fall under non-exchangeable category (refer to list below), and
  4. You are exchanging for something of same or higher value*.

 Terms & Conditions: 

  • *Exchanges for items of a lower value is possible but we will not be able to refund the balance in cash or store credit.
  • Valid for one-time exchange only.
  • If a second exchange needs to be done, customers have to pay SGD4.90 for standard courier fee (for delivery).

Please note that orders made at Naiise Iconic cannot be returned or exchanged at other outlets, and vice versa.

Non-exchangeable items include:

  • Food
  • Plants (including terrariums)
  • Socks
  • Earrings
  • Inner wear & Swimwear
  • Altered/Customised items
  • Baby products
  • Beauty & Grooming products
  • Pet clothes and accessories
 
  • Bean bags
  • Sale items
  • Earphones
  • Made-to-order items

 

Returns

We are happy to offer returns within 30 days for any defective items that you have purchased at any Naiise outlets within Singapore, if the following conditions are met:

  1. Item purchased has a manufacturing defect, and 
  2. An original receipt is presented within 30 days of purchase.

Please note that orders made at Naiise Iconic cannot be returned or exchanged at other outlets, and vice versa.

Terms & Conditions 

  • The value of returned product(s) will be credited to you in the original payment mode.

Exchange & Return Policy (Online Purchases)

For all exchange and/or return requests for your online purchases, please kindly contact our Customer Service team at [email protected] for assistance.

Exchanges

We are happy to offer exchanges within 30 days from receipt of delivery/collection for all items purchased on Naiise.com if the following conditions are met:

  1. Your name and order number must be presented in-store/sent to [email protected] within 30 days from receipt of delivery/collection, and
  2. Product is in sellable condition with its original packaging, and 
  3. Product(s) does/do not fall under non-exchangeable category (refer to list below), and 
  4. You are exchanging for something of same or higher value*.

To exchange an item, please bring it to any Naiise outlets within Singapore (excluding Naiise Iconic) with the original packaging, or send it back to our SG headquarter 219 Kallang Bahru #03-00 Chutex Building, Singapore 339348.

Terms & Conditions 

  • *Exchanges for items of a lower value is possible but we will not be able to refund the balance in cash or store credit.
  • Valid for one-time exchange only.
  • If a second exchange needs to be done, customers have to pay SGD4.90 for standard courier fee (for delivery). 
  • Customers have to bear the cost of shipping products back to our headquarters

Non-exchangeable items include:

  • Food
  • Plants (including terrariums)
  • Socks
  • Earrings
  • Inner wear / Swimwear
  • Altered/Customised items
  • Baby products 
  • Beauty & Grooming products
  • Pet clothes and accessories

  • Bean bags
  • Sale items
  • Earphones
  • Made-to-order items

Returns

We are happy to offer returns within 30 days for any defective items that you have purchased on Naiise.com, if the following conditions are met:

Do send us the following to [email protected] in order for us to facilitate your return request as our team must first receive and access this:

  1. Photo of the defect(s) within 30 days from receipt of delivery/collection, and
  2. Item purchased has a manufacturing defect or damage caused by delivery.

Terms & Conditions 

  • The value of returned product(s) will be credited to you via the same credit card used to make the payment, cash (bank transfer) or store credits, whichever you prefer.

 

For Products Sold Under Sellers/Brands Other Than Naiise:

At Naiise, we put our customers’ experience as our priority. While we allow our sellers to list their own return policies, we also provide a baseline 7-day exchange and return policy (from date of customer receipt of items) on all orders on Naiise for:

    • Products that are wrongly sent (completely different from what you have ordered),
    • Products that are drastically different from the images on the listings,
    • Products that are defective upon receiving (due to manufacturing and/or shipping process)
    • Products do not fit well on customers due to sizing issue

Do note that we do not allow “change of mind” returns unless the seller has expressly provided this in his/her seller page.

Before you check out your items, we highly recommend that you take a look at the sellers’ return policies by clicking on the “Policy” tab on the seller page (refer to photo below).

Do note that if the Naiise sellers have not listed any return and refund policy on their seller profile page, you can refer to our Naiise’s exchange and return policy below as a reference and guideline on what our team can assist you with.

1. How can I return my products?

What you would need to do is to:

    • Contact the respective seller (“Contact“ button on the seller profile page) and inform the seller about the reason
    • Prepare image/video proof so that you can send to seller if he/she requests so
    • Ensure product is not used and is with its original packaging,
    • Ensure that product(s) does/do not fall under non-returnable category (refer to list below)

The seller should reply within 48 hours, with either of the following options:

    • Full refund to customer (and customer gets to keep item)
    • Full refund to customer and arrangement to pick up item from the customer
    • 1-for-1 exchange of the item

If you do not hear from your seller within 48 hours, do email us at [email protected] for immediate assistance.

Terms & conditions:

    • All return and refund requests must be communicated with the seller directly first.
    • You can reach out to Naiise if the seller does not respond within 48 hours after you have contacted them.
    • Each item is limited to 1 time return or exchange only.
    • If an exchange has been agreed upon and the new item is of a lower value, do note that the seller and Naiise will not be compensating the difference in value in either cash or store credit.
    • If an exchange has been agreed upon and the new item is of a higher value, do note that the seller and Naiise reserves the right to request for payment top-up from the customer.

Non-returnable items include:

    • Food
    • Plants
    • Socks, underwear & swimwear
    • Earrings & earphones
    • Altered/customised/made-to-order items
    • Bulky items e.g. furniture
    • Products that require installation
    • Baby products
    • Beauty & grooming products
    • Pet clothes and accessories
    • Sale items
2. Why does each seller have their own policy?

We believe in empowering our sellers to set their own return policies based on the nature of their business, products and processes. For instance, it may not be viable for a made-to-order seller to refund customers for “change of mind” reasons.

We advise all customers to look through the seller’s policy under the “Policy” tab on the seller page prior to making any purchase. Should you need any clarification with the exchange and return policy, you can contact the seller via the “Contact” button on the seller profile page.

However, rest assured that all sellers on Naiise will always provide a 7-day return/exchange period (from date of customer receipt) for products that are defective, wrongly sent or different from what was listed on the website.

3. Dispute Resolution

You can file for a dispute resolution with us if:

    • You do not hear from the seller within 48 hours after you have contacted them.
    • The seller does not honour our Naiise return and refund policy for products that are defective, wrongly sent or different from what was listed on the website.
    • The seller does not honour the return, refund and/or exchange policy stated on his/her seller page.
    • You have not received your order within the stipulated delivery duration.
    • You have not received your refund from the seller.

If your situation fits any of the above, please send an email to [email protected] with the following details to file for a dispute:

    • Order number
    • Reason for filing dispute
    • Image/video proof of dispute

Our dispute resolution team will reply to your email as soon as we can and assist you in any way you need.

4. Auto-Cancellation of Orders > 14 days

Do note that Naiise reserves the right to cancel and refund your order immediately on behalf of the seller if an order has remained unfulfilled for more than 2 weeks after you first placed the order and if the delay has not been communicated to us by the seller.