Refund policy
Last Updated: July 2026
At Nazakatse, every order is prepared with care and attention to detail. We want you to shop with confidence, and if something isn't right, we'll do our best to make it right. Please read our Return & Refund Policy before placing your order.
Returns for Non-Personalised Products
Non-personalised products may be returned within 7 days of delivery, provided that they:
- Are unused and in their original condition.
- Include all original packaging, tags, and accessories.
- Show no signs of wear, damage, or alteration.
Once we receive your returned item, it will be inspected. If approved, your refund will be processed to the original payment method within 5–7 business days.
Please note:
- Return shipping charges are the responsibility of the customer unless the return is due to our error or a defective product.
- The time taken for the refunded amount to appear in your account may vary depending on your bank or payment provider.
Damaged, Defective or Incorrect Items
If your order arrives damaged, defective, or you receive an incorrect item, please notify us within 48 hours of delivery.
To help us resolve the issue quickly, please provide:
- Your order number.
- Clear photographs of the product.
- Photographs of the outer packaging (if applicable).
After verification, we will arrange one of the following at no additional cost:
- A replacement product, or
- A full refund if a replacement is not possible.
Personalised & Customised Products
Each personalised or customised product is created exclusively for you based on the details you provide.
Because these items are uniquely made, they are generally not eligible for return, exchange, or refund, except when:
- The product arrives damaged or defective.
- You receive the wrong item.
- The personalisation differs from the details you submitted due to our error.
Returns or refunds will not be accepted for:
- Change of mind after placing the order.
- Incorrect names, spellings, dates, messages, photos, or other information submitted by the customer.
- Colour or design preferences after production has begun.
- Minor variations in colour, texture, grain, or finish that naturally occur due to different screen settings, lighting conditions, or the handcrafted nature of certain products.
Please review all customisation details carefully before confirming your order.
Order Cancellation
Orders may be cancelled within 6 hours of placing the order or before production begins, whichever comes first.
Once production has started, personalised or customised orders cannot be cancelled.
Refund Processing
Approved refunds will be issued to the original payment method within 5–7 business days after the returned item has been received, inspected, and approved.
Please note that banks and payment providers may require additional time to reflect the refunded amount in your account.
Items Not Eligible for Return
The following items are not eligible for return or exchange unless they are damaged, defective, or incorrect due to our error:
- Personalised or customised products.
- Products damaged due to misuse, improper handling, or normal wear and tear after delivery.
- Products returned without prior approval.
- Products returned after the applicable return period.
- Clearance, final sale, or promotional items (where specified).
Contact Us
If you have any questions regarding returns or refunds, we're happy to help.
Please contact us through our Contact Us page or via the support email listed on our website. To help us assist you quickly, kindly include your order number in all correspondence.
Thank you for choosing Nazakatse. We appreciate your trust and are committed to creating personalised products you'll cherish for years to come.