Return Policy

Here at NITORI, we strive to elevate our customers’ online shopping experience by providing the best possible customer service.

Upon receiving the order, we encourage our customers to immediately inspect the delivered goods, ensuring they are of acceptable quality and match the product description stated on the website. If you are not satisfied with the product due to any one of the reasons below, a return procedure can be initiated within 14 days or a shorter period indicated below, from the date of receipt of the product. To return or exchange an item, you must have proof of purchase (i.e., an invoice issued by NITORI, “Invoice”) and return the item (together with a copy of the invoice) to us within 14 days from the date of receipt of the item.

Based on the inspection results of the returned item, NITORI will repair products that indeed have a quality problem free of charge or replace products of the same model and specification. If products of the same model and specification are out of stock, discontinued, or have ceased selling, NITORI has the right to choose corresponding substitutes at its own discretion.

Note:

• Due to the individual differences of parts, there may be some differences in the appearance of substitutes.

• Depending on specific circumstances, customers might need to bear other expenses such as freight cost, etc.

Hence, we recommend reading through this Return Policy to get acquainted with NITORI’s policy on product return.

A return can be initiated for any of the following reasons:

1. Incomplete product (Missing parts) You have received fewer products than the actual quantity that you ordered or there are missing parts that affect the assembly of the product.

   What to do? You can request it via your account page or reach out to us at eccs@nitori.co.in with proof of purchase (Invoice) and a few photos that show the goods you have received together with their original packaging. Our customer service team will assist you.

2. Damaged goods – due to courier mishandling All our products go through quality control, and we ship them out in good condition. A parcel mishandled by the courier may appear dented, torn, or damaged, which could result in the goods being damaged as well.

   What to do? You can request it via your account page or reach out to us within 24 hours of receipt at eccs@nitori.co.in with proof of purchase (Invoice) and a few photos indicating the damaged parcel and/or goods. Our customer service team will assist you.

3. Change of mind (Unhappy with purchase) The item has no defects. You’re changing your mind due to a wrong selection (color, size, specification, etc.) or perhaps the product does not meet your expectations.

   What to do? Reach out to us at eccs@nitori.co.in with proof of purchase (Invoice) and a few photos showing that the goods are in a new and unused condition, with their packaging still intact. Inform us of why you’d like to return the item. Our customer service team will assist you.

   Return Options:

   • Option 1: We will arrange for the return shipment to be picked up. Return shipping costs will apply (equal to the original shipping cost). In this case, we will refund only the product amount after deducting the return cost. Shipping charges will not be reimbursed.

   • Option 2: Customers can return the product to our store by courier or in person. In this case, we will refund only the product amount. Shipping charges will not be reimbursed.

   Note:

   • Made-to-order items (custom-made products), opened hygiene items, and supplies are not exchangeable, returnable, or refundable.

   • For 'Damaged goods' or 'Incomplete product' cases, we will exchange or send a new product. 

   • For a 'change of mind' return request, we are only able to refund the product amount. Shipping charges will not be reimbursed.

Refund Policy

We have a 14-day return policy, which means you have 14 days after receiving your item to return it to us for an exchange or a refund. To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase (kindly refer to the change of mind scenario above).

To initiate a return, refund, or exchange process, you can request it via your account page or contact us at eccs@nitori.co.in. Once your return is approved, we'll provide you with instructions on the return process, including options for pick-up or in-store return. Items sent back to us without prior approval will not be accepted or entertained.

We will notify you once we’ve received and inspected your returned parcel. After verification, we will process the refund, and you will receive it within 5-7 working days. If the refund is approved, you’ll be automatically refunded on your original payment method an amount equivalent to the refund amount approved by us. For COD payments, we will collect your bank details and process the refund accordingly. Please remember it can take some time for your bank or credit card company to process and post the refund. All refunds are subject to terms and conditions imposed by the relevant payment gateway service providers on NITORI and/or you.