Warranty & Return
All items we ship have successfully passed our rigorous Quality Control inspections. Our warranties ensure you have a fantastic experience while giving you total peace of mind. Most items sold by Naenka are covered by the following comprehensive product warranty. If, in an unlikely situation you are not covered, please check our Warranty Exemptions and Notes below.
Kindly note that NOT ALL PRODUCTS SUPPORT RETURN
The general return policy applies to all products except ACCESSORIES.
Only purchases made directly from official store -- www.naenka.com can be applied to this policy while the items purchased from other retailers excluded.
Due to the long international shipping, we received feedback from our valued customers that there might be some appearance scratch which caused by the improper dispatch. In most cases, such tiny imperfect details won’t affect your experiences. We wish you take this into consideration before placing your order.
When can you return?
Our return, exchange & refund policy lasts 30 days. If 30 days passed by since your purchase, we can’t offer you a refund or return( Except for product defects due to objective factors).
This warranty is extended only to the original end-user purchaser. We extend a one-year warranty to all items purchased through our store and the users who register their product through the product registration form can gain an extra 12 months.
Please keep the product and all packaging materials after you received the order in case warranty application.
If you wish to submit a warranty case, kindly prepare photo/ audio/ video documentation with details and any other necessary materials you think would help us to understand the issue.
Then we will investigate, offer a solution, or ship out replacements if needed.
Solution: We replace it!
In the case of a covered warranty defect, Naenka will offer the following options:
(A) Repair the product using new or refurbished parts;
(B) Replace the product with an equivalent new or refurbished product
(C) Provide a partial or full refund.
PROBLEM WITH YOUR ORDER (Objective factors)
Within the warranty period, if you meet any product issue after a period of normal usage, kindly provide the order number and product images to us.
PROBLEM WITH YOUR ORDER (Man-made causes)
1) Due to improper usage, the following issues (but not limits to)may occur
Craze of Cortical materials
2) Unauthorized or unauthorized repair or modification of the product;
3) Failure to use the product by the instructions;
4) The product logo is illegible and unrecognizable;
5) Product damage due to unexpected factors or human behavior. Such as animal biting, over-squeezing, falling from a height, etc. For the appearance, if there are obvious hard object damage, cracks, severe deformation, etc.;
6) Failure or damage due to irresistible factors such as fire, earthquake, flood, etc.
We’ll make an evaluation based on the received video, audio, image or document to check if it is repairable.
Ⅰ Unrepairable. Naenka will offer you a discount to purchase any new product.
Ⅱ Repairable. Repairable product needs to be sent back according to the return process. After sent back, it can be divided into repairable and unrepairable cases by manual and instrument inspection.
- If We’ll fixand sent it back.
2) If unrepairable. You can choose either:
(A) Destroyed by Naenka, we will offer you a discount to purchase any new product;
(B) Return it to you.
If the above problems occur during the warranty period, the company will charge the fee according to the actual situation, which includes the material and labor costs.
Who bears the freight?
The customer is responsible for associated shipping costs unless products are defective.
How the return process?
USING PHYSICAL RETURN / EXCHANGE FORM
Fill in a return/ exchange form HERE. Then contact us (firstname.lastname@example.org) with your filled form. You will receive a confirmation Email with the details and status of your request.
Please contact our customer service team by Email (email@example.com) to get the nearest return warehouse.
Kindly ensure the integrity of the items, including boxes, VIP cards, manuals, and so on.
Post the item(s) to us via your preferred shipping method.
You will be notified via Email once your parcel reaches us. Further instructions will be provided in it
When can I expect the refund?
Once we have processed your refund, you will receive a confirmation email from us. If you have opted for a refund via the original payment method, please allow up to 14 business days for your account to be credited. If you do not receive your refund after 14 business days, please contact your payment processor directly for further information.
The right of return/exchange is not valid for articles returned incomplete, damaged, or used.
Only the purchase price of a returned item will be refunded. Any duty or taxes that have been paid, as well as the original shipping charges, will not be refunded. It is not because of the problem we caused the return, we need to deduct the restocking fee (25%~40% of original product price) from the refund amount.
Lifetime Technical Support
Reliable, helpful, and flexible, Naenka offers basic technical support over the lifetime of your products. Buy with confidence and enjoy the support you deserve.
Missing Item(s), Wrong Item(s) or Incorrect Package Sent
Please be sure to unseal your parcel and check the contents carefully before signing for the package.
For any issues, kindly follow our warranty process to avoid any delay:
- Contact our Customer Service and provide your order number along with the product code (SKU number).
- Please send us clear images which include packaging, shipping labels, and (if applicable) the item you received.
- If there is any item missing, we will resend the missing parts free of charge.
- If we had shipped the wrong item: we will either refund you in full or dispatch an alternative item (if applicable and available). Naenka will decide whether you need to return the wrong product or not or compensate for the return shipping fee when we receive it.
We dedicate to make every single purchase is 100% risk-free.
Shop Naenka with full confidence!