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A. Terms of returns
1. Send us back the items, only after our approval. Items sent back without approval are not our responsibility.
2. Shipping the items back and shipping charges are the buyer’s responsibility.
3. Items must be in new, unused condition with all original packaging intact and tags attached.
4. Return request must be made within 2 days of order delivery.
5. Cancellation of special large quantity orders is not acceptable.
We reserve the right to deny a refund for any returned item that is no longer in new condition, in its original packaging or is damaged, missing any labels, instructions, or pieces.
After the items reach us safely, a refund will be given.
Refunds for goods returned under our policy are made to the credit, debit or wire transfer to the account used originally charges or paid for order. Please allow about 2 weeks from the time we receive the returned goods.
An email notification will be sent once the return has been processed. If you have any queries or need assistance, please contact our customer service.
B. Cancellation/ change
Nam an arts & crafts reserves the right to refuse or cancel any order placed for a product that is misdescribed, listed at an incorrect price or for any other reason according to our terms & conditions.
Cancellation policy will vary depending on “days to ship” of the order.
You can cancel products or orders on our website that have not yet entered the shipping process.
In most cases we are able to cancel your order straight away, however once your goods have been shipped, we will not be able to do this. If this is the case, you must give us a cancellation/change request by email, giving details of the order information and you will be responsible for returning the goods to nam an arts & crafts at your own cost.
Once your cancellation has been processed, we’ll send a confirmation email to the address you used to place your order.
C. Replacement/ return policy
We take stringent measures to ensure that the items delivered to you are in perfect condition. However, there is a remote possibility that:
• the item may be damaged, lost during transit
• or that a wrong item is delivered to you
Note:
– be sure to check your goods as they are delivered and initiatively note any lost or damaged items on the receipt with the carrier to obtain evidence.
– only after receiving our confirmation for the return, you are requested to send the item back to us. We will then arrange for the replacement of the item through our courier. We shall not be responsible for any items sent to us for return / replacement without our confirmation.
– if the item sent for replacement is not available, we will try to give you the best possible alternatives, but at the end the choice of customer will be final.
– if your claim request is approved, we will offer a refund / replacement based on your choice of compensation in 2 weeks.
Damaged or lost items
Nam an craft is not responsible for items lost or damaged in shipping. However, all packages are insured; if your item is lost or damaged, please hold onto the item, with the original packaging and contact the shipper, please take the following steps to make a claim with the carrier:
1. Photos of the front and back sides of the packaging box
2. Photo, video, screenshot of the defective item
3. Photo, video, screenshot of the defect or defective area
4. Provide a detailed description of the item with the order number, tracking number, confirmation of delivery.
When compensation applies, you’ll be able to choose to get a refund or have a replacement sent to you.
1. 100% cost of the product refund will be given.
2. Replace the product, the cost becomes the responsibility of the carrier.
Wrong items sent
If the item sent to you is not your order, please contact us immediately within 03 days of receiving the package, and email the photo of the wrong delivered item. After receiving our confirmation for the return, you are requested to send the item back to us.
– 100% refund will be given, if product is not available or we are not able to ship the products
– we will refund the cost of shipping for wrong items sent or we will reship the correct items if products are available.
D. International returns:
We accept returns up to 30 calendar days after receipt of goods.
Items must be returned in their original packaging. Nam An Craft does not reimburse any customs or import duties or taxes paid on shipments. These charges are the sole responsibility of the customer. We will refund the purchase price paid for the item, but we will not refund any shipping costs, duties, fees, or taxes. In addition, Nam An Craft reserves the right to charge you for any import duty or taxes paid while goods are returned and we are charged by customs department for recovering the returned package. You are responsible for all the costs associated with returning the goods back to us. Your refund will be processed once we receive your returned item.
Note: if you return a product to us, you’ll be the exporter from the original shipping destination responsible for compliance with all export laws of that country. Title and risk of loss transfer to us upon receipt at our warehouse.
When you return goods, please mark your parcel as “returned goods” otherwise it may get held up at customs which will cause your refund to be delayed.
How to return an item?
Box up your item(s) and enclose a copy of your packing slip or a note with the name, phone number, email address that the order was placed under, and order number. Make a note of the reason for your return.
Ship with your choice of trackable carrier such as the USPS, UPS, FedEx, Hermes or DHL to the address listed below:
HPH – Nam An Craft
13145 Brookhurst St, Ste A
Garden Grove, CA 92843-1019
United States
Hung Huynh SG
Logan trading logistics LTD, big yellow self storage – Room A04, 8 Advent Way, London, London N18 3AF
United Kingdom
HPH – Nam An Craft
Alexander – Meissner – Strasse 26, 12526 Berlin
Germany