Return policy

Last updated: 25 November 2025

Thank you for shopping with NAFESA.SG. We take pride in offering high-quality products and a reliable customer experience. Please review our Return & Refund Policy below, which applies to all purchases made on www.nafesa.sg

1. Eligibility for Returns

We accept returns under the following conditions:

  • The item is returned within [7 ] days of delivery.

  • The item remains unused, unworn, unwashed, and in original condition.

  • All original packaging, labels, tags, and accessories are intact.

  • Proof of purchase (order number or receipt) is provided.

We reserve the right to reject returns that do not meet the above requirements.

2. Non-Returnable Items

For hygiene, safety, and customised-order reasons, the following items cannot be returned or refunded:

  • Food items (e.g., chocolates, edible gifts)

  • Customised or personalised items

  • Digital products

  • Items purchased under clearance, promotion, or final-sale categories

  • Wedding favours made-to-order

  • Gift cards or vouchers

Please check product descriptions carefully before purchasing.

3. Defective, Damaged, or Incorrect Items

If you receive:

  • A defective product

  • A damaged product

  • An incorrect item (wrong colour, size, or design)

Please contact us within 48 hours of receiving your parcel with:

  • Clear photos of the issue

  • Your order number

  • Description of the problem

Once verified, we will offer:

  • A replacement (subject to stock availability), or

  • A refund, or

  • A store credit

depending on your preference and product type.

4. Refunds

Approved refunds will be processed via the original payment method.
Please allow [5–10 business days] for the refund to reflect, depending on your bank or payment provider.

Refunds are not provided for:

  • Change of mind

  • Incorrect colour perception due to screen settings

  • Orders delayed by courier or customs

  • Products damaged due to customer mishandling

5. Exchanges

Exchanges are allowed for [apparel, hijabs, fashion items, accessories] subject to stock availability.
If your requested item is unavailable, you may opt for:

  • A different product of equal value, or

  • A store credit valid for [6–12 months].

Customers are responsible for return shipping unless the item is faulty or incorrect.

6. Return Shipping Costs

Return shipping costs are:

  • Covered by us for defective, damaged, or incorrect items.

  • Covered by the customer for size exchanges, preference changes, or other non-fault reasons.

We recommend using a trackable courier service. We are not responsible for parcels lost during return transit.

7. Order Cancellation

Orders may be cancelled within [1–2 hours] of purchase if they have not yet been processed or packed.
Once processing or shipping begins, cancellations cannot be accepted.

8. International Returns

For international orders, return shipping costs and any customs fees are borne by the customer. We do not refund duties, taxes, or import charges.

9. How to Request a Return

  1. Email us via the CONTACT form

  2. Provide your order number and photos (if applicable).

  3. Our team will review your request within 24–48 hours.

  4. Once approved, we will provide return instructions and the return address.