Return, Exchange & Refund Policy

# Return, Exchange & Refund Policy

Last Updated: September 2026

At Nanhe Sitare, we want every order to reach you safely and meet your expectations. We carefully check and pack orders before dispatch, but we are human and occasional mistakes or delivery-related issues can happen. If something goes wrong, we sincerely apologize and will do our best to resolve it fairly and promptly.

This policy explains when an item can be returned, exchanged, replaced, or refunded and what information we require to process a claim.

---

1. Our 7-Day Easy Return Policy

We offer a 7-day return window for eligible products.

You must contact us and submit your return request within 7 calendar days of receiving your order.

The return period starts from the date your order is marked as delivered by the courier.

A return request submitted after 7 calendar days may not be accepted, except where applicable law requires otherwise.

Ready to start? See [How to start a return](/guide/how-to-start-a-return) and [What is an RMA number?](/guide/what-is-an-rma-number).

Important

Requesting a return within 7 days does not automatically mean the return is approved.

The product must meet the applicable return conditions described in this policy.

---

2. Mandatory Unboxing Video for Damage/Incorrect/Missing Item Claims

For claims involving:

a continuous, clear unboxing video is mandatory for the claim to be considered.

The unboxing video should:

  1. Start before the parcel is opened.
  2. Clearly show the courier parcel/package and its condition.
  3. Show the shipping label/order information where possible.
  4. Show the package being opened without cuts or interruptions.
  5. Show the complete contents of the parcel.
  6. Clearly show the reported damage, missing item, defect, or incorrect product.

The video should be continuous and unedited.

Photos may also be requested as supporting evidence.

Why do we require an unboxing video?

This requirement helps us investigate delivery damage, missing contents and packing-related issues fairly and protects both customers and Nanhe Sitare against misunderstandings or disputes.

If a damage, missing-item or incorrect-item claim is submitted without a valid unboxing video, we may be unable to approve the claim.

Our [RMA guide](/guide/what-is-an-rma-number) shows screenshots of each return-portal step.

This requirement does not prevent any rights or remedies that cannot legally be excluded.

---

3. What Products Can Be Returned?

An eligible product may generally be returned within 7 days if:

Some products may have additional product-specific return conditions, which will be mentioned on their product page or communicated at the time of purchase.

---

4. Change-of-Mind Returns

Change-of-mind returns are not accepted.

Please choose carefully before placing your order. If you're unsure which toy is right, our team is happy to help you pick on WhatsApp before you buy.

This does not affect legitimate claims for damaged, defective, wrong, or missing items.

---

5. Hygiene & Personal-Use Products

For health, hygiene and safety reasons, certain products cannot be returned once opened, unsealed or used.

This may include products such as:

If a product is non-returnable for hygiene reasons, this will be communicated where reasonably applicable.

This exclusion does not apply where the product is defective or where applicable law provides otherwise.

---

6. Sale, Clearance & Promotional Items

Products sold as:

are not eligible for return, exchange or refund.

Please carefully check the product description, variant and specifications before purchasing a sale or clearance item.

If a sale item arrives damaged, defective, incorrect or materially different from what was ordered, please contact us within the applicable claim period with the required evidence. We will review the matter and provide an appropriate resolution where applicable.

---

7. Damaged Products

If your product arrives damaged, please contact us within 3 days of delivery.

A continuous unboxing video is required for damage claims.

After reviewing the evidence, we may offer:

The exact resolution may depend on the nature of the damage, product availability and circumstances of the case.

Please do not use a significantly damaged product before contacting us.

---

8. Defective or Non-Working Products

If a product appears defective or does not work as reasonably expected, please contact us as soon as possible and within 3 days of delivery where the issue is apparent upon receipt.

We may request:

A product that is damaged due to misuse, accidental damage, incorrect assembly, improper handling or failure to follow reasonable instructions may not qualify as a manufacturing defect.

---

9. Wrong Product or Incorrect Order

We take great care when preparing orders. However, we are human and our work cannot be completely free from error.

If we make a mistake and you receive an incorrect product, variant or quantity, we sincerely apologize for the inconvenience.

Please contact us within 3 days of delivery and provide the required unboxing video and order details.

If the error is confirmed to be ours, we will arrange for the correct product to be sent to you.

We may arrange collection or provide instructions for returning the incorrect product where necessary.

You will not be charged for the replacement product when the error is confirmed to be ours.

We appreciate your understanding and sincerely apologize for any inconvenience caused by an occasional human error.

---

10. Missing Items or Accessories

If an item, component or accessory appears to be missing from your order, please contact us within 3 days of delivery.

A valid unboxing video may be required to verify the contents of the parcel.

After reviewing your claim, we may:

---

11. How to Request a Return

To request a return:

Step 1 — Start Your Return Request

Start your return at our return portal — see [How to start a return](/guide/how-to-start-a-return) for a step-by-step walkthrough.

You can also contact Nanhe Sitare through our official customer-support channels (WhatsApp."] or email) within the applicable return/claim period.

Step 2 — Provide Your Order Details

Please provide:

Step 3 — Wait for Approval

Our team will review your request and may ask for additional information.

Please do not send the product back before your return request has been approved.

Step 4 — Return Instructions

Once the return is approved, we will provide you with the return address and/or return instructions.

The return address may vary depending on the product, supplier, warehouse or return arrangement.

Step 5 — Send the Product

After receiving approval and return instructions, send the eligible product according to the instructions provided.

---

12. Return Courier Charges

For standard eligible returns:

Return courier charges will be borne by the customer.

The customer is responsible for arranging and paying the applicable return shipping cost unless Nanhe Sitare specifically confirms otherwise.

If the problem was caused by us

Where the return is confirmed to be due to an error on our part, such as:

we may arrange the return or provide an appropriate return-shipping solution.

---

13. Product Inspection

After receiving a returned product, we may inspect it to confirm that it meets the applicable return conditions.

The inspection may include checking:

If the returned product does not meet the applicable conditions, the return may be rejected.

---

14. Return Approval Does Not Guarantee a Refund

Approval to return an item means that we have authorized the return for inspection.

The final resolution will be determined after the returned product is received and checked.

Depending on the circumstances, the approved resolution may be:

---

15. Exchange / Replacement

Where a replacement is approved and the same product is available, we will generally dispatch the replacement after the returned product has been received and approved.

If the exact product or variant is unavailable, we may offer:

Any price difference for an alternative product may need to be settled separately.

---

16. Store Credit

For eligible refunds, Nanhe Sitare's standard refund method is store credit.

Store credit may be issued after the returned product has been received and approved.

Store credit can be used toward future purchases from Nanhe Sitare according to the applicable terms communicated with the credit.

Why store credit?

Store credit allows us to process eligible returns more efficiently while giving customers the flexibility to choose another product from our store.

Learn [how store credit works](/guide/store-credit-explained).

---

17. Refund to Original Payment Method

Where a refund is required to be sent back to the original payment method, processing may take approximately 10–15 business days after the refund has been approved and initiated.

The actual time may vary depending on the bank, card issuer, payment gateway, wallet or other financial institution.

Nanhe Sitare cannot control delays caused by third-party financial institutions.

For Cash on Delivery orders, an alternative refund method may be required, and additional information may be requested from the customer.

---

18. Refund Does Not Include Unrelated Costs

Where applicable, refunds are generally limited to the eligible amount paid for the returned product.

Shipping charges, return courier charges, COD charges, promotional discounts or other fees may be treated separately depending on the reason for return and the applicable circumstances.

Where the issue is caused by Nanhe Sitare, we will assess the applicable shipping or related costs fairly.

---

19. Products That Have Been Used

We cannot normally accept a return simply because a customer has used the product and then decided that they do not want it.

Before returning an item, please make sure it meets the applicable return conditions.

For toys and children's products, opening packaging or assembling a product may affect its eligibility for return.

This does not affect legitimate defective-product claims.

---

20. Damaged Packaging

Minor dents, scratches or marks on external shipping packaging caused during normal courier handling do not necessarily mean that the product itself is defective or damaged.

If the product inside is damaged, please contact us within the applicable claim period and provide the required unboxing evidence.

---

21. Products With Manufacturer Packaging Changes

Manufacturers may occasionally change:

Minor differences that do not materially affect the product's function or specifications may not qualify as a defect.

---

22. Return of Free Gifts or Promotional Items

If your order included a free gift, promotional item, bundle item or complimentary accessory, it may need to be returned together with the main product where the return relates to the complete order or bundle.

If a promotional item is not returned when required, the value of that item may be deducted from the applicable store credit or refund, where legally permitted.

---

23. Multiple Products in One Order

If you want to return only one product from an order containing multiple products, please clearly identify the product you wish to return.

Each product may be assessed separately according to its own return eligibility.

Some products in the same order may be returnable while others may be excluded.

---

24. Returned Products Must Be Sent as Instructed

Please do not send returns to:

The correct return address and instructions will be provided after return approval.

Nanhe Sitare is not responsible for delays or losses caused by sending a return to an unauthorized address.

---

25. Return Shipping Responsibility

Customers should use a reliable courier service when returning an approved item and retain the shipment receipt/tracking information until the return has been completed.

Nanhe Sitare may request the return tracking number where applicable.

We are not responsible for a return parcel that is lost or damaged while being shipped back by the customer unless the return was arranged directly by Nanhe Sitare.

---

26. Returns That Do Not Meet the Policy

A return may be rejected if:

Where a return is rejected after inspection, we may contact the customer regarding the next steps for the item.

---

27. Fraudulent or Abusive Return Claims

Nanhe Sitare reserves the right to investigate suspicious, fraudulent or repeated return claims.

Examples may include:

Where there is reasonable evidence of abuse or fraud, we may refuse the return request and take other appropriate action.

Nothing in this section limits rights or remedies available under applicable law.

---

28. Important Time Limits at a Glance

---

29. Our Commitment

At Nanhe Sitare, we believe that a good shopping experience is not only about selling a product — it is also about taking responsibility when something goes wrong.

We carefully process and pack orders, but occasional human mistakes can happen. We sincerely apologize in advance for any inconvenience caused by an error on our part.

If we make a mistake, our goal is to correct it as quickly and fairly as possible.

At the same time, we ask our customers to follow the return procedure, provide accurate information and cooperate with reasonable verification requirements so that we can resolve claims efficiently.

---

30. Policy & Applicable Rights

This Return, Exchange & Refund Policy is intended to clearly explain Nanhe Sitare's standard procedures.

Nothing in this policy is intended to exclude, restrict or waive any consumer right, guarantee, remedy or protection that cannot legally be excluded or restricted under applicable Pakistani law.

Where applicable law provides a customer with a right or remedy that differs from this policy, the applicable law will prevail.

Nanhe Sitare reserves the right to update this policy from time to time. The latest version published on our website will apply to orders placed after the effective date of the updated policy.

---

Need Help?

If you have an issue with your order, please [contact us](/contact) on WhatsApp."] or [support@nanhesitare.com](mailto:support@nanhesitare.com).

Please keep your order number available when contacting us.

We are here to help make your shopping experience with Nanhe Sitare as simple and hassle-free as possible.