Terms and conditions of use
After-sales return policy
Dear customer,
hello, please check whether the package is damaged before signing the order, whether the products in the package are intact. If you find any problems with the goods, you can apply for the return service within 7 days after you signed for your parcel. Our main service types are as follows:
|
After-sales type |
After-sales reasons |
Application of the product condition |
Review method |
|
Return & refund |
Product description does not match, the wrong goods, counterfeit products |
Meets the product integrity standards, GS goods non-quality problems do not accept return refund. |
Seller reviews |
|
Replacement |
Product description does not match, wrong product, the counterfeit product |
Meets the product integrity standard, except for the GS product. |
Seller reviews |
|
Replacement |
Parts or missing products(PART RECEIPT OF ORDER ), defective |
Product failure or missing, less |
Seller review |
|
Refund only (including partial refund and full refund) |
Does not match product description, wrong goods, counterfeit products, parts or Missing products, defective products |
Apply to all product |
Sellers review |
1. What are the return conditions?
From the day after the customer signs the product (order status is Completed), the product can be returned within 7 days after the product is guaranteed to be in good condition; after this period, we will not accept the return. If the product has a warranty, we recommend that you contact the seller or send to the service center near you.
Supported reasons for return:
|
Return of |
Description |
Note |
|
Defective products |
Due to seller wrong operation, product defects or damage upon arrival at the buyer. |
Defect or damage means that the product is severely deformed when it arrives at the buyer, or the internal product is damaged or cannot be used normally. |
|
Doesn’t match product description |
The product quality doesn't meet the expectations or does not match the description on the webpage/APP. |
1. The product description should truly reflect the product characteristics; 2. The product picture and description should be accurate, which can truly reflect the product color and attributes. |
|
Wrong product |
The goods and additional items whitin orders delivered to the customer are not the same product as the customer's purchase on Nakshi. |
|
|
Missing parts or product |
Seller did not ship all products or did not send all the components (As explained from the product details) |
1. Before sending, make sure you've packed all the items in the "purchased product list"; 2. If there are bonus gifts, make sure they are also packaged together. |
|
Counterfeit products |
Infringe on the trademark rights of other brands and mislead customers to make them authentic. |
|
|
Damaged Product |
the parcel was damaged or the inside product has been damaged before signing |
For local shipped products( DS& FBK only), client can apply for aftersale if you're not satisfied or wrong choosed, please in 7 days given that goods are still new and resellable and exclude following conditions:
|
Description |
Details |
Product example |
|
special types products does not support aftersale service |
products are not support aftersale due to consumer subjective reasons |
Apart from Global Shiping products, we also do not accept aftersale returns for the following items: 1.personalized customization, design services and other fresh products; 2.virtual items such as recharge, 1 shilling product promotion; 3.panties, socks/bottom stockings/stockings/leg socks, body shaping pants, body shaping suits, nipple patches; 4. Personal products such as inserts/chest pads, smart devices (such as VR helmets, etc.), 5.commercial kitchen utensils, industrial products, office supplies, electric vehicles, products near the expiration date/defective products, refurbished machines, etc. 6. underwear, adult produt or anything similar products. |
|
Not supported after unpacking |
products are not support aftersale due to consumer subjective reasons, at same time product is not in good condition like the outer packaging of the product has been opened, missing accessories, damaged appearance, etc. |
Such as cosmetics, personal care cleaning, maternal and child, food and other products, the plastic film of the product is intact (if any), the sealed package is intact (if any), the bottle cap of the product is not opened, etc. |
|
Not supported after installation |
products are not support aftersale due to consumer subjective reasons, at same time product is not in good condition like product has been installed, missing accessories, damaged appearance, etc. |
Products that need to be installed such as assembly machinery, gas stoves, etc. |
|
Not supported after activation |
products are not support aftersale due to consumer subjective reasons, at same time product is not in good condition like product that is incomplete, such as the product has been activated, lack of accessories, or appearance damage, is not applicable for 7 days no reasons to return. |
Such as notebooks, desktops, mobile phones, PS4 products with activation restrictions, etc. |
Product integrity standards:
The customer shall ensure that the returned product and related accessories (such as tag, manual, warranty card, network card, etc.) are complete, and maintain the original quality, function, no damage, mal-operation, anti-counterfeiting, and activation ( In the case of authorization, etc., there are no signs of use of the appearance of the original, and unreasonable use of personal data.
The outer packaging of the product is an integral part of the product, and should be complete when returned, without serious damage or contamination.
“Outer packaging” means: the original packaging of the manufacturer (minimum sales unit), and does not include the packaging of the secondary packaging by the seller or the logistics service provider.
Loss or damage to the gift and loss of the invoice will not affect the product return. If the gift is damaged or lost, the discount will be processed (10% of the purchase price of the product), and the tax will be shift to customer due to lost of the invoice.
Cosmetics, personal care products, books, baby diapers, audio-visual products and other outer packagings are sealed at one time and shall not be unsealed.
“Sealing” means that the outer packaging of the product is sealed by the manufacturer (sealing) or integral plastic (tight) packaging.
What if client returned the product and the aftersale service is not acceptable as per rules?
Nakshi/seller will refuse the application and resend the product, the resend shipping fee will paid by client.
Please note we will also not accept aftersale :
1. Products not purchased from Nakshi (order serial numbers does not match);
2. Products that exceed the expiry date (Exceed warranty period);
3. Unauthorized repair, misuse, collision, negligence, abuse, into the liquid, accident, alteration, product quality problems caused by improper installation, or torn, altered labels of machine serial number or anti-counterfeiting mark;
4. The warranty card does not match the product and was altered.
2. How to apply for a return?
Please apply for after-sales by:
1. Kenya users log in to APP -> My Order -> Completed module and click Apply After-sales button to apply for after-sales online (please note: more than 7 days after the order is completed, you cannot apply for after-sales, see return policy) ).
2. If you have any questions during the application process, please visit Nakshi website and use Livechat to contact our customer service center.