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Returns & Refunds
What is Naelofar's return policy?
We observe a 30-days return and refund policy.
However, whilst most of our products can be returned with no questions asked, here are some of the products that are not eligible for the 30-days return and refund policy:
• Products that are purchased during sales or with vouchers.
• Products that have been used, altered or washed.
• Inners, instant hijabs, scrunchy, hand socks, clothing inners and face masks due to our strict hygiene policy.
• Fragrances, hijab mist, hand sanitiser, and personalised products.
• Delivery boxes, Gift box and packaging materials.
We reserve the right to reject your return/refund request at our sole discretion.
All late refund requests will not be entertained and the decision made by the company is final and not subject for further appeal.
However, whilst most of our products can be returned with no questions asked, here are some of the products that are not eligible for the 30-days return and refund policy:
• Products that are purchased during sales or with vouchers.
• Products that have been used, altered or washed.
• Inners, instant hijabs, scrunchy, hand socks, clothing inners and face masks due to our strict hygiene policy.
• Fragrances, hijab mist, hand sanitiser, and personalised products.
• Delivery boxes, Gift box and packaging materials.
We reserve the right to reject your return/refund request at our sole discretion.
All late refund requests will not be entertained and the decision made by the company is final and not subject for further appeal.
Can I return an internationally purchased order?
Yes, you can. The same policy applies for international orders.
***Please note that the return shipping fee is the responsibility of the customer and is non-refundable.
***Please note that the return shipping fee is the responsibility of the customer and is non-refundable.
Can I exchange the item purchased?
Product exchanges are not available for online purchases.
However, we recommend that you submit a Return & Refund Request to our customer service representative at customerservice@nhprima.com.my for a refund to be made. You can then proceed to place a new order on our website with your new preference of size, colour or collection.
However, we recommend that you submit a Return & Refund Request to our customer service representative at customerservice@nhprima.com.my for a refund to be made. You can then proceed to place a new order on our website with your new preference of size, colour or collection.
How and where can I return the item?
We offer reverse pick-up by our courier partners at your doorstep as well as physical drop-off at our courier partner’s branches (for Malaysia only). Kindly send a return request to customerservice@nhprima.com.my for the return arrangement. Our customer service representative will attend to your request.
When will the refund be credited back to my account?
Once we have received and accepted your returned items, the refund will be processed immediately to your original method of payment. Please allow 7-14 business days for the funds to appear in your account.
Will my 'FashionPass' points be reversed if I return and refund my purchase?
Yes, your FashionPass points ('FP Points') will be reversed from your account according to the net refunded amount. This however, may be changed and will be at our sole discretion.