Exchange Policy
At Nunu Apparel, we want to ensure you are delighted with your purchase. If you need to exchange an item, our exchange policy is designed to make the process as smooth and hassle-free as possible.
Conditions for Exchange:
- No Refunds or Returns: We do not offer refunds or returns on purchased items. However, we do offer exchanges for items of the same value or store credit within 3 days of receiving your order.
- Item Condition: The item must be unworn, unused, and in its original condition, with all tags and packaging intact. Please note that if the product does not meet these conditions, it will be returned to you at your expense.
- Proof of Purchase: A valid proof of purchase, such as a screenshot of the order confirmation email, is required for all exchange requests.
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Exclusion of Certain Items:
- Items from our Barely There Basics collection are not eligible for exchange due to their intimate nature, to prioritize health and hygiene.
- Preorder items are not eligible for exchange due to their limited availability and the special nature of these orders.
Exchange Process:
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Contact Us: To initiate an exchange, please contact our customer service team within 3 days of receiving your order. Provide your order number and details of the item you wish to exchange. Exceeding the 3-day window is not acceptable due to inventory management and hygiene standards.
- Maintaining hygiene is crucial for the safety and quality of our products. By adhering to our exchange window, we can ensure that returned items are inspected, sanitized, and made available for resale.
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Item Availability: Exchange requests are subject to product availability. We recommend confirming the availability of the desired item before initiating the exchange.
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Exchange Costs: The cost of exchanges varies based on location:
- West Malaysia: RM8.90
- East Malaysia: RM24.90
- Singapore: RM18.00
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Return Shipping: You are responsible for the return shipping costs of the item to be exchanged. We advise using a reliable shipping service to ensure the return is tracked.
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New Item Dispatch: Once we receive the returned item and verify its condition, we will process the exchange and ship the new item to you. Please note that we cannot be responsible for any returns lost in transit.
Non-Exchangeable Items:
- Final Sale / Clearance Items/ Pre-order Items: Items marked down by 15% or more are considered final sale and are not eligible for exchange.
Important Notes:
- Price Differences: If the desired exchange item is of higher value, you will need to cover the price difference. If the item is of lower value, the price difference will be refunded as store credit.
- Exchange Requests: All exchange requests are subject to approval based on our terms and conditions.
Example of Exchange Policy in Action:
Scenario: Mary orders a dress online from Nunu Apparel, and it arrives on Monday. However, she doesn’t try it on until Friday, four days later, and finds it doesn't fit as she had hoped.
Outcome: Mary contacts us to initiate an exchange but is informed she is outside the 3-day window. We explain that this policy is necessary to ensure inventory is managed efficiently and to uphold hygiene standards. While disappointed, Mary understands the reasoning behind the policy.
Impact:
- Inventory Management: Mary’s delay affects restocking, which could potentially cause delays for other customers.
- Hygiene Standards: The longer an item is kept, the greater the chance of contaminants or wear affecting the product’s quality.
- Customer Satisfaction: By communicating the importance of our exchange policy clearly, we manage expectations and maintain customer trust.
Conclusion:
We greatly appreciate your trust in Nunu Apparel. Adhering to the 3-day exchange policy ensures a smooth process, efficient inventory management, and ultimately a better shopping experience for all.
If you have any questions or concerns, please don’t hesitate to contact our customer service team. We’re here to assist you.
Best regards,
Nunu Apparel Team