At NIGHTFAB, we strive to provide the best quality products and an excellent shopping experience for all our customers. To ensure transparency and clarity regarding our exchange and refund process, we have outlined our policy below. Please read it carefully before making a purchase.
General Policy Overview
We take great pride in offering high-quality products, and we are committed to ensuring that our customers are satisfied with their purchases. However, due to the nature of our products, we regret to inform you that we do not accept returns for items once they have been purchased. We encourage all customers to carefully review their orders before finalizing their purchase.
2. Exchanges Due to Wrong or Misshipment
While we do not accept returns, we understand that mistakes can happen during the shipping process. If you have received an incorrect item, or if your order was misshipped (such as receiving the wrong size, color, or product), we will be happy to assist you with an exchange. In this case, you may exchange the product for the correct item as per your original order.
3. Exchange Window
We request that customers notify us of any issues related to wrong or misshipment within two weeks (14 days) from the date the order was delivered. This ensures that any discrepancies can be addressed in a timely manner. Unfortunately, we are unable to offer exchanges or process any complaints regarding wrong or misshipped items beyond this two-week window.
4. Conditions for Exchanges
To be eligible for an exchange, the following conditions must be met:
- Product Condition: The item must be in new, unused condition, with all original packaging, labels, and tags still attached. The product should not show any signs of use or damage.
- Proof of Purchase: A valid proof of purchase (e.g., order number, receipt, or confirmation email) must be provided to verify your order.
- Shipping Charges: You may be responsible for shipping costs associated with the exchange, unless the exchange is due to our error or misshipment. In such cases, NIGHTFAB will cover the cost of return shipping and reshipping the correct item.
5. Exchange Process
To initiate an exchange, please contact our customer service team within the 14-day period, providing the following details:
- Order number
- Description of the issue with your order (e.g., wrong item, size, color)
- Photos of the product (if applicable) that highlight the issue
Once your exchange request has been reviewed and approved, we will guide you through the next steps of the process. If your exchange is accepted, we will ship the correct item to you as soon as possible, depending on product availability.
6. Non-Eligible Items
Please note that items that are damaged, used, or worn are not eligible for exchanges under any circumstances. Items that were not purchased directly from our official website or authorised retailers may also be excluded from the exchange policy.
NIGHTFAB is dedicated to ensuring our customers’ satisfaction, and we aim to resolve any issues related to wrong or misshipped orders swiftly and effectively. We encourage you to review your order carefully before completing your purchase, and we remain available to assist you with any concerns you may have.
If you have any questions or need further assistance, please do not hesitate to contact our customer service team. Thank you for choosing NIGHTFAB!