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Refund and Returns Policy

Last updated: May 5, 2024

At Nokojo, we are committed to providing high-quality personalized products for you and ensuring your satisfaction with every purchase. If you are not completely satisfied with your purchase, please review our return and refund policy below.

The following terms are applicable for any products that You purchased with Us.

Order Cancellation Policy

At Nokojo, we understand that sometimes you may need to cancel an order. Please review our cancellation policy below.

Cancellation Timeframe

We accept order cancellations within 24 hours of the order time. After 24 hours, we cannot guarantee that the order can be canceled as it may have already been processed for shipping.

How to Cancel an Order

To cancel an order, please follow these steps:

  1. Contact Us: Send an email to [email protected] within 24 hours of placing your order. In your email, please include:
    • Your Order ID
    • A brief description of why you want to cancel the order
  2. Wait for Our Response: Our customer service team will review your request and respond within 24 hours to confirm the cancellation.

30-Day Return & Refund Policy

We accept returns within 30 days of the delivery date. To be eligible for a return, your item must be unused, in the same condition that you received it, and in its original packaging.

After 30 days of delivery of your order, we will no longer accept returns.

Refund Process & Return conditions:

To request a return, please email us at: [email protected]. We will respond within 24 hours after receiving your email (excluding weekends).

Quality Issues:

  1. Order Number and Photos: If the return is due to a quality issue, please provide your order number and attach clear photos of the items that show the issue.
  2. Return Method: Returns will be processed by mail.
  3. Shipping Label: For quality issues, we will provide a downloadable return label for you to print and use to send the product back to us at no cost to you.
  4. No Restocking Fee: There will be no restocking fee for returns due to quality issues.
  5. After we receive the returned order, our Quality Assurance department will inspect and verify the condition of the item. Upon acceptance of your return, a refund will be issued to the original form of payment within 3-7 business days.

Make sure your item meets all our return conditions :

Items returned without authorization will not be accepted.
The time frame for return must not exceed 30 days from when the original order was received.
Any promotional gifts must also be returned with your returned item.
All items must be returned in their original condition, without scratches or signs of wear, and must not be resized or altered in any way.
Your return needs to be sent within the given time frame(7-10 working days)
Please make sure you provide us the tracking# and receipt after you return.

How to Initiate a Return

To initiate a return, please follow these steps:

  1. Contact Us: Send an email to [email protected] within 30 days of receiving your order. In your email, please include:
    • Your Order ID
    • A brief description of the reason for the return
    • A photo of the item showing its condition
  2. Wait for Our Response: Our customer service team will review your request and respond within 24 hours with further instructions.
  3. Return Shipping: If your return is due to a quality issue, we will cover the return shipping cost. For other returns, the customer is responsible for the return shipping fee.

Refund Process

Once your return is received and inspected, we will send you an email to notify you of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 7 days.

Non-Returnable Items

Certain items are not eligible for return, including:

  • Sale items
  • Gift cards
  • Personalized items

Damaged or Defective Items

If you receive a damaged or defective item, please contact us immediately at [email protected] with your Order ID and a photo of the item. We will provide a replacement or full refund, including shipping costs.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take 7 working days before your refund is officially posted.There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at [email protected]

Note:

Products returned due to discrepancies in the description will not charge any fees to consumers.
All costs (including freight, etc.) caused by quality problems are borne by us

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