Refund & Return Policy

Last updated: July 2026

This Policy explains when Nanga Brands may approve a cancellation, replacement, refund, or authorized return.

Many products are made specifically for the selections submitted during checkout. Customers should review the product, size, color, quantity, address, and personalization before paying.

Cancellation Eligibility

A full cancellation may be approved only when production has not started and the request reaches us within:

• 24 hours for an order placed on a regular business day; or
• 48 hours for an order placed during a weekend or U.S. public holiday.

Send the request to [email protected] with the order number. A request is not approved until we confirm the production status.

Order Changes

Changes to size, color, quantity, design, personalization, delivery address, or product selection are not guaranteed after checkout and may be impossible once production begins.

Situations Normally Not Covered

• Change of mind after production has begun.
• Customer-selected wrong size, color, product, design, quantity, or personalization.
• Customer-provided spelling, date, image, or address errors accurately reproduced or used.
• Normal color, measurement, print-placement, stitching, or texture variation.
• Damage caused after delivery by wear, misuse, alteration, improper care, or accidental handling.
• Delivery failure caused by an incomplete or inaccurate address.
• Refused or abandoned international shipments involving unpaid destination charges.

Problems We Will Review

A claim may qualify for a replacement, full refund, partial refund, or another appropriate resolution when evidence confirms:

• Damage during production or delivery.
• A significant manufacturing, material, printing, embroidery, or assembly defect.
• A product materially different from the confirmed order.
• A wrong item, size, color, quantity, or design caused by fulfillment error.
• An item missing because of a confirmed packing error.
• A shipment confirmed lost in transit.

Claim Deadline and Evidence

Product-quality or fulfillment claims must be submitted within 30 days of the recorded delivery date.

Include the order number, checkout email, explanation, photographs of the full item and affected area, and packaging or label photographs when relevant.

Keep the item, packaging, and shipping label. Do not wash, alter, repair, discard, or return the item before receiving instructions.

Review Process

We may review order records, production information, photographs, tracking, customer communications, and information from fulfillment or shipping providers. Additional evidence may be requested where necessary.

Replacements

Approved replacements are normally recreated from the original confirmed specifications and provided without an additional product or standard shipping charge. They follow the normal production and transit process.

A replacement is not normally an opportunity to choose a different size, color, product, design, or personalization.

Refund Processing

Approved refunds are returned to the original payment method. Nanga Brands generally submits the refund to the payment provider within 5–7 business days after approval.

Banks, card issuers, PayPal, and other payment providers may need additional time to display the credit. We do not control their posting timelines.

Shipping Charges

Original shipping is generally non-refundable when the correct order was properly fulfilled. It may be refunded when an approved claim is caused by our production or fulfillment error or a confirmed lost shipment.

Duties, VAT, import taxes, brokerage fees, or other charges paid directly to third parties cannot be refunded by Nanga Brands.

Exchanges and Returns

We do not offer traditional exchanges for customer-selected size, color, design, or personalization errors.

A physical return is not required in every approved case. When a return is necessary, support will provide the return destination, deadline, packaging requirements, and any authorization reference.

Unapproved returns, walk-in deliveries, and packages sent to the company address may be refused or remain unprocessed.

Lost Orders

Contact us when tracking has not moved for more than 10 business days or when the order has not arrived within 60 days from the order date. Eligibility depends on the address being correct, customer cooperation, and the absence of unpaid customs or refused-delivery issues.

Consumer Rights

This Policy does not remove rights that cannot legally be waived. Mandatory consumer-protection law will apply where required.