Politique de remboursement

Refund Policy
Return Window You have 14 days after receiving your order to request a return. After this period, we will not be able to accept your request.
Return Conditions To be eligible for a return, the item must be in its original condition: unworn, unused, and with tags attached. Proof of purchase is required.
How to Initiate a Return Contact us at naanaclothing1@gmail.com before sending anything back. Returns sent without prior approval will not be accepted. All claims must be submitted in French or English.
Required Evidence for Returns Any return request must include the following photos sent by email:
Front photo of the item
Back photo of the item
Bottom photo of the item
Without these elements, your request cannot be processed.
Opening Video Recommended We strongly recommend filming the opening of your package. In the absence of a video or photos taken upon receipt, claims for missing or damaged items cannot be processed.
Claim Deadline Any claim must be reported within 48 hours of receiving your package. After this period, no claims will be accepted.
Exchanges We do not offer exchanges. If you need a different size, return the item and place a new order.
Return Shipping Costs Return shipping costs are the responsibility of the customer, except in the case of a defective item or an error on our part.
Incorrect Address Provided by Customer If a package is returned due to an incorrect or incomplete address provided by the customer, re-shipping costs are their responsibility. If re-shipping is refused, the refund will be issued minus the original shipping costs and a 30% restocking fee.
Uncollected Package If a package is held at a pickup point following multiple failed delivery attempts and is not collected within the allotted time, no refund will be issued.
Proof of Delivery In case of dispute, the tracking number and delivery confirmation from the carrier are considered final. Naana cannot be held responsible for a package marked as delivered by the carrier.
EU Right of Withdrawal In accordance with European legislation, you have 14 days after receiving your order to notify us of your withdrawal, without justification. You then have an additional 14 days to return the item. No restocking fee will be applied in this case.
Restocking Fee For any return made outside the legal 14-day withdrawal period, a 30% restocking fee will be deducted from the refund. If an item is returned incomplete (missing tag, missing accessory), a partial refund may be applied at our discretion.
Non-Refundable Items
Items damaged by the customer
Items returned without prior approval
Defective or Incorrect Items If you receive a defective or incorrect item, contact us immediately at naanaclothing1@gmail.com with supporting photos and an unboxing video. We will resolve the situation at no cost to you.
Chargeback Policy Any bank dispute (chargeback) initiated without prior contact with our customer service will be considered fraudulent and will be reported accordingly.
Refunds Once your return is received and inspected, we will notify you by email. If approved, the refund will be processed to your original payment method within 10 business days.