Refund policy

Returns & Refund Policy

Returns

Due to hygienic reasons and international shipping complications, we do not accept returns or exchanges once an order has been delivered.

Please ensure that you carefully review your order before completing your purchase.

If you have any questions regarding your order, you can contact us at nanastrawberrystore@gmail.com.

Damages and Issues

Please inspect your order upon arrival and contact us immediately if your item arrives damaged, defective, or if you receive the wrong item.

To be eligible for a replacement, you must provide clear photographic or video evidence of the issue within 24 hours of delivery. Once we have reviewed and verified the evidence, we will arrange a replacement shipment at no additional cost.

We reserve the right to refuse replacement requests where sufficient evidence is not provided.

Non-Returnable Items

All items sold through our store are non-returnable due to hygienic reasons and the complexities associated with international shipping.

We do not accept returns, exchanges, or cancellations for:

  • Opened or used products
  • Sale items
  • Gift cards
  • Personalized or custom-made products

Exchanges

We do not offer exchanges. If your item arrives damaged or incorrect, please contact us and we will arrange a replacement where appropriate.

European Union 14-Day Cooling-Off Period

Please note that due to the nature of our products and for hygiene reasons, certain items may be exempt from the European Union’s 14-day cooling-off period once opened or used.

Where applicable under local consumer protection laws, your statutory rights remain unaffected.

Refunds

As we do not accept returns, refunds are generally not provided once an order has been shipped or delivered.

Refunds may be issued only in exceptional circumstances, at our sole discretion, such as when:

  • An order cannot be fulfilled;
  • An item is confirmed to be lost in transit; or
  • Required by applicable consumer protection laws.

If a refund is approved, it will be processed to your original payment method. Please allow up to 10 business days for your bank or payment provider to process the refund.

Please ensure that once ordering your address is correct, if an item is returned to us we will only be reshipping your item.

(WE ARE NOT ENTITLED TO REFUND DUE TO THIS)

If you have any questions regarding refunds or replacements, please contact us at nanastrawberrystore@gmail.com.