How to Start a Return: Using the Returns Portal Step by Step
Find your order, check your time window, select items, upload evidence and submit — a walkthrough of the Nanhe Sitare Returns portal from login to RMA tracking.
Starting a return takes just a few minutes in our Returns portal — no phone calls, no waiting on hold. Here is the whole process, screen by screen.
Enter your order number plus the email or phone you checked out with.
Pick the reason that best matches your case.
The process in 7 steps
Open the Returns portal and log in
You log in with the details from your order — no separate account needed: your order number (from your confirmation SMS or email) plus the email or phone number you used at checkout. If the details don't match, double-check the confirmation message — a mistyped digit is the most common reason a login fails.
Check your time window
The portal shows a live countdown for your order, because the window depends on the reason: standard returns within 7 calendar days of the courier-marked delivery date; damage, defect, wrong or missing item claims within 3 days of delivery. Once the window closes, the portal won't accept a new request for that order — so don't wait.
Select the items
Your full order is listed. Tick only the items you want to return — you can keep the rest. If every item has a problem, select them all.
Choose a reason
Pick the reason that best matches: damaged, defective, wrong item, missing item, or another listed option. The reason you choose decides what evidence the portal asks for next, so pick honestly.
Add evidence
For damage, defect, wrong or missing item claims, a clear, continuous, unedited unboxing video is mandatory. Our [filming guide](/guide/filming-unboxing-video-for-returns) shows exactly how to record one. Videos up to 25MB upload directly in the portal; for longer videos, upload to Google Drive and paste the share link instead. Photos can support your request but can't replace the video where a video is required.
Review and submit
Check your items, reason and evidence on the review screen, then submit. You'll immediately receive an RMA number (Return Merchandise Authorization) — save it. It's your reference for everything that follows.
Track with your RMA number
Enter your RMA number in the portal any time to see where things stand: pending review → approved → slip ready → in transit → received → inspecting → resolved. You'll also get updates by SMS/email as the status changes.
Enter your RMA and order number any time to see exactly where your return stands.
What happens after you submit
- Our team reviews your request (pending review). Most are reviewed quickly, but give us a little time during busy periods.
- If approved, the portal generates your return form and parcel slip — download and print them. Then follow our [slip printing & courier guide](/guide/printing-return-slip-booking-courier).
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Never ship anything back before your return is approved. Parcels sent without approval can't be matched to a request and may be refused.
- Approval means your request passed the first check — the final refund or replacement is confirmed only after the [warehouse inspection](/guide/return-inspection-process).
Can't log in or stuck on a step?
Message us {whatsapp:Assalam-o-Alaikum! I'm stuck starting a return in the Returns portal. My order number is ____.} with your order number and we'll help you through it — or start the request for you.
Q: Do I need an account to use the Returns portal?
No. You log in with your order number plus the email or phone number you used at checkout — no separate account needed.
Q: How long do I have to start a return?
Standard returns: 7 calendar days from the courier-marked delivery date. Damage, defect, wrong or missing item claims: 3 days from delivery. The portal shows a live countdown for your order.
Q: Is the unboxing video really mandatory?
Yes, for damage, defect, wrong-item and missing-item claims. A clear, continuous, unedited video is required — photos alone can't replace it where a video is required.
Q: What is an RMA number?
Return Merchandise Authorization — the reference number issued when you submit a request. Use it to track your return's progress in the portal.
Q: Can I ship the parcel back before approval?
No. Parcels sent without an approved return can't be matched to a request and may be refused. Wait for approval first.