Refunds & Returns Policy
Many items can be returned within 7 days of delivery and are eligible for a refund. Some items are treated differently. See the Exceptions section below to learn more about which items are treated differently and how. No matter the item type, if an item arrives and it is defective, damaged or incorrect, it is eligible for a refund, but may need to be returned.
Communication Between Buyer and Seller
NagaGo encourages Users to communicate with each other in the event where a problem arises in a transaction. As NagaGo is a platform for Users to conduct trading, Buyer should contact Seller directly for any issue relating to the Item purchased.
If the item is not subject to an exception, you must place your refund request within 7 days of delivery of the item. If, for some reason, your item does not arrive, you must place your refund request within the latest estimated delivery date (20 days).
In certain cases, such as defective items, damaged items or items that are not what you ordered, you may be required to provide evidence of the issue, such as a photo. In other cases, such as with higher value items (including a high value item that arrives defective, damaged or the wrong item), you may be required to return the item to receive a refund.
If you are required to return an item, you may be responsible for paying the return shipping costs.
Depending on your financial institution, refunds can take up to 14 days to be credited to your original payment method.
Refunds are processed within 48 hours of the request if a return is not required. If a return is required, the refund will be processed once the item has been returned to the applicable destination (e.g. merchant or returns center) and is confirmed to be in good condition.
Orders begin processing shortly after they’ve been placed, so there is a short period where your order can be cancelled successfully via RMA system. And, you may need to contact seller directly to discuss about the cancellation. If your order has been shipped successfully, we/seller does not accept requests to return or refund items until the estimated delivery date has arrived.
Absent special circumstances, the following items are non-refundable:
Wallet Recharge order cannot be refunded.
Final Sale Items, such as items marked “Final Sale”, secondhand, and refurbished goods. Final Sale items are marked as such on their product pages. Final Sale items cannot be returned and are not eligible for a refund.
Household Supplies, such as cleaning supplies, toilet paper and more, cannot be returned and are not eligible for a refund.
Perishable Items, such as food, pet food, beverages, vitamins and supplements cannot be returned and are not eligible for a refund.
Personal Care Items, such as toothpaste, shampoos, deodorants, feminine hygiene products, soaps, cannot be returned and are not eligible for a refund.
Sex Toys (excluding party favors) - Sex Toys cannot be returned and are not eligible for a refund.
Items or Services Covered by Merchant Policies. Certain merchants handle issues, returns or refunds in accordance with their own policies. If you are unable to resolve an issue with a merchant under its policies, you may report the problem to us and we will try to resolve it.
When receiving a refund, you may receive your refund back to your original payment method for online payment methods (e.g. Credit Card, Debit Card, PayPal, Alipay o, WeChat Pay, or NagaGo Wallet), and you will receive your refund back to NagaGo Wallet for offline Payment (Bank Transfer, Cash on Delivery, or other offline payment methods). NagaGo Wallet Balance is available instantaneously in your account. Refunds to your original payment method will be processed by your financial institution within 14 days.
NagaGo reserves the right to:
NagaGo offers this policy in addition to any rights and remedies you may have with NagaGo seller under applicable law.
Latest update: 02, Apr, 2021