Refund policy

At Nabalu, we want you to love your purchase. If, for any reason, you’re not satisfied, you have 30 days to return it, completely hassle-free.

Return Policy Overview

  • Return Window: You have 30 days from the day you receive your order to return items.
  • Condition: Items must be unused, in their original condition, with tags and returned with the original packaging.
  • Simple Returns: We've made the process easy. Contact our support team to start your return.

Return Costs

  • For Defective Products: No cost to the customer. This applies when the product is incorrect, damaged by the carrier, or defective in any other way.
  • For Customer Remorse (Change of Mind): The actual cost of return delivery will be charged to the customer. This applies when the customer purchases the wrong product, the item does not fit, or they no longer want the item. The customer will be responsible for all shipping costs for returning your item. Shipping costs are non-refundable. Any customs duties, taxes, or import fees that may apply are the responsibility of the customer where applicable under United States or Canadian import regulations. We cannot be held liable for packages that are returned or delayed due to unpaid customs fees.

How to Return an Item

  • Contact Us: Email our team at support@nabalu.com with your order number and reason for the return.
  • Wait for approval: If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
  • Pack Your Item: Repack the item securely in its original packaging, including all accessories, tags, and documents.
  • Return it: Drop off your package at the nearest shipping carrier location, as instructed in the return authorization email.

Refund Process

  • Inspection: Once we receive your return, we’ll inspect the item to ensure it meets our return criteria.
  • Refund: After inspection, your refund will be processed. It usually takes 7 business days for the refund to appear on your original payment method, depending on your bank or payment provider. Refunds are issued in the original currency of purchase (USD or CAD).

Exchanges

Want to swap for a different size, color, or product? No problem! Reach out to us, and we’ll help you exchange your item quickly and easily.

Exceptions / Non-Returnable Items

For hygiene and safety reasons, some items may not be eligible for return. Gift cards or purchases with gift cards are also non-returnable. Non-returnable products will be marked in their description. If you have questions about your specific item, please get in touch.

Damages and issues

Upon receiving your order, please inspect the items immediately. If you find an item is defective, damaged, or incorrect, contact our support team right away so we can resolve the issue.

If your parcel was damaged upon delivery, take a photo and send it to our customer service team. All claims for damaged parcels must be made within 7 days of the delivery date. Please note that we cannot issue a refund, credit, or replacement without proof of damage.

Email: support@nabalu.com
Phone: +1 (647) 584-0512
Business Address: Liersesteenweg 197a, 2220 Heist-op-den-Berg, Belgium