Returns handled with care and clarity.
Naveeza wants customers to receive the product confirmed in their order. This policy explains how to report a damaged, incorrect, incomplete or otherwise eligible item and how approved returns or refunds are reviewed.
1. Start a Return Request
Contact Naveeza as soon as possible after delivery through the official contact page. Include the order number, product name, reason for the request and clear photos or video where relevant. Requests submitted without enough information may require additional verification.
2. General Eligibility
A return may be considered when an item is damaged on arrival, materially different from the confirmed listing, incorrect, incomplete, or otherwise eligible under a product-specific promise. Approval depends on the product category, condition, timing, supporting evidence and applicable law.
3. Item Condition
Unless the issue could only be discovered after opening, the item should be unused, unwashed, unaltered and returned with original packaging, accessories, labels and any included materials. Damage caused after delivery, misuse, improper storage or unauthorized repair is not eligible.
4. Items That May Not Be Returnable
Subject to applicable law and any product-specific disclosure, restrictions may apply to personalized or made-to-order products, hygiene-sensitive items, products damaged after delivery, clearance items marked final, opened consumables, digital items and products missing essential packaging or accessories.
5. Damaged, Incorrect or Missing Items
Preserve the parcel, product and packaging and contact support promptly. Naveeza may request images, an unboxing video, courier labels or other reasonable evidence. Do not send an item back until return instructions or authorization have been provided.
6. Return Review and Inspection
Approved returns must follow the provided address, courier and packaging instructions. After receipt, the item may be inspected to confirm identity, condition and the reported issue. The outcome will be communicated using the contact details linked to the order.
7. Refunds
When a refund is approved, it is processed through the original payment method where reasonably possible, or through another agreed method. Bank, card, wallet and gateway processing periods are controlled partly by the relevant provider. Shipping or service charges may be excluded where they were already used, non-refundable or not connected with the approved issue.
8. Exchanges and Replacements
Where stock and delivery arrangements allow, Naveeza may offer a replacement or exchange instead of a refund. Price differences, additional delivery costs and availability will be explained before confirmation.
9. Order Cancellations
A cancellation request should be submitted before dispatch. Once processing or delivery has advanced, cancellation may no longer be possible or may involve costs already incurred. Naveeza may also cancel an order that cannot be fulfilled, fails verification or appears fraudulent.
10. Abusive or Fraudulent Claims
Naveeza may reject claims supported by altered evidence, item switching, repeated misuse, false information or other fraudulent behavior, and may restrict related accounts or orders.
Always obtain instructions from Naveeza first. Unapproved parcels, cash-on-delivery return shipments or items sent to an incorrect address may not be accepted.