Refund and Returns Policy

At NusaFinds, we want you to be completely satisfied with your purchase. If you’re not happy with your order, our refund and returns policy is designed to make the process clear and straightforward. Please read the following guidelines carefully.

Overview

Our refund and returns policy lasts 30 days from the date of delivery. If 30 days have passed since you received your purchase, we cannot offer a full refund, exchange, or return.

To be eligible for a return, your item must be:

  • Unused and in the same condition as when you received it
  • In its original packaging, with all tags, labels, and accessories intact
  • Accompanied by a receipt or proof of purchase (e.g., order confirmation email)

Non-Returnable Items

The following items are not eligible for return or refund due to hygiene, safety, or perishability reasons:

  • Perishable goods (e.g., food, flowers, fresh produce)
  • Intimate or sanitary products
  • Hazardous materials, flammable liquids, or gases
  • Gift cards
  • Downloadable digital products (e.g., e-books, software)
  • Some health and personal care items (e.g., skincare products that have been opened)

Partial Refunds

Partial refunds may be granted in the following situations:

  • Items with obvious signs of use (e.g., books with writing, clothing with stains or wear)
  • Opened media products (e.g., CDs, DVDs, vinyl records, or video games)
  • Items returned in damaged condition or with missing parts, unless the damage was caused by our error
  • Items returned more than 30 days after delivery

How to Request a Return

  1. Initiate the Request: Contact our customer service team at lanqiservices@outlook.com within 30 days of delivery. Please include your order number, photos of the item (if damaged or defective), and a brief explanation of why you’re requesting a return.
  2. Await Approval: We will review your request within 2–3 business days and send an email confirming approval or rejection. If approved, we’ll provide you with a return authorization number and instructions for shipping.
  3. Ship the Item: Send the item back to the address provided in our approval email. Please include the return authorization number on the package. Do not send items to the manufacturer directly.

Refund Processing

  • Once we receive and inspect your returned item, we’ll notify you via email. If approved, your refund will be processed within 5–7 business days.
  • Refunds will be credited to your original payment method (e.g., credit card, PayPal). The time it takes for the refund to appear in your account depends on your bank or payment provider (typically 3–10 business days).

Late or Missing Refunds

If you haven’t received your refund after the processing period:

  1. Check your bank or credit card statement for the refund (processing times vary by provider).
  2. Contact your bank or payment provider to inquire about any delays.
  3. If the issue persists, email us at lanqiservices@outlook.com with your order number and refund reference.

Exchanges

We offer exchanges only for defective or damaged items (e.g., manufacturing faults, shipping damage). To request an exchange for the same item:

  1. Email us at lanqiservices@outlook.com with photos of the defect/damage and your order number.
  2. After approval, ship the damaged item to the address provided, and we’ll send a replacement within 5–7 business days of receiving the return.

Shipping Costs for Returns

  • You are responsible for covering return shipping costs, unless the return is due to our error (e.g., wrong item sent, defective product).
  • Return shipping costs are non-refundable. If your refund is approved, the cost of return shipping will be deducted from your refund amount.
  • We recommend using a trackable shipping service and purchasing insurance for high-value items, as we are not responsible for lost or damaged returns.

Sale Items

Items purchased during sales or promotions are final sale and cannot be refunded or exchanged, unless they are defective.

Need Help?

For questions about returns, refunds, or exchanges, contact our customer service team at lanqiservices@outlook.com. We’re here to assist you!

— The NusaFinds Team

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