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, making sure they are of acceptable quality and match the product description stated in the website. If you are not satisfied with the product - due to any one of these reasons below, a return procedure can be initiated within 14 days or such shorter period indicated below from the date of receipt of the product. To return or exchange an item, you must have a proof of purchase (i.e an invoice issued by NITORI, “Invoice”) and return the item (together with a copy of the invoice) to us at within 14 days from the date of receipt of the item.
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 have ordered or there are missing parts that affect the assembly of the product.
What to do?
Reach out to us at nrm_ec-inquiry@nitori.my with a proof of purchase (Invoice) and a few photos that show the goods that you have received together with its 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 that was mishandled by courier will be dented, torn or damaged. This could result in the actual goods being damaged as well.
What to do?
Reach out to us within 24 hours of receipt at nrm_ec-inquiry@nitori.my with a proof of purchase (Invoice) and a few photos that indicate 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 wrong selection (colour, size, specification etc.) or perhaps the product does not meet your expectations.
What to do?
Reach out to us at nrm_ec-inquiry@nitori.my with a proof of purchase (Invoice) and a few photos to indicate that the goods are in a new and unused condition, with its packaging still intact, and inform us on why you’d like to return the item. Our customer service team will assist you.
Note:
*Made-to-order items (custom-made products), opened hygiene items and supplies are not-exchangeable, not -returnable and not-refundable.
*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 contact us at nrm_ec-inquiry@nitori.my. If your return is accepted, we'll arrange for our courier service provider to collect the parcel from you or pass you the instructions on how and where to send your package. Items sent back to us without first requesting for a return from us will not be accepted and entertained.
We will notify you once we’ve received and inspected your returned parcel, and update you on the refund or exchange process. 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. Please remember it can take some time for your bank or credit card company to process and post the refund too, and all refunds will be subject to such terms and conditions as may be imposed by the relevant payment gateway service providers on NITORI and/or you.