Effective Date: 14th January 2025
At NAPENDO, we strive to provide high-quality customised printed apparel and excellent customer service. This policy outlines the conditions, processes, and timeframes for returns and refunds to ensure clarity and fairness for both our customers and our business.
If you have any questions or need assistance, please contact us:
- Email: info@napendo.com
- Address: 44, Carini Street, Santa Venera, Malta
1. Eligibility for Returns and Refunds
1.1 Customised Products:
Due to the personalised nature of our products, we cannot accept returns or offer refunds unless:
- The product is defective or damaged upon delivery.
- The product does not match the approved design specifications provided by the customer.
1.2 Non-Eligible Returns:
We do not accept returns or refunds for the following:
- Incorrect sizing due to customer error.
- Change of mind after production has started.
- Wear and tear or damage caused by misuse after delivery.
2. Initiating a Return or Refund
2.1 How to Contact Us:
To initiate a return or refund, please email us at info@napendo.com with the following information:
- Your order number.
- A description of the issue.
- Photographic evidence of the defect or mismatch, if applicable.
2.2 Response Time:
We will acknowledge your request within 3 business days and provide further instructions.
3. Conditions and Requirements
3.1 Timeframe:
Requests for returns or refunds must be submitted within 5 days of receiving the product.
3.2 Product Condition:
For defective or mismatched items, the product must be unused and in the same condition as when received, unless the issue is inherent to the production process.
4. Return Shipping
4.1 Shipping Costs:
- If the return is due to a defect or error on our part, NAPENDO will cover the return shipping costs.
- If the return is not due to our error (e.g., for goodwill exceptions), the customer is responsible for the return shipping costs.
4.2 Return Address:
All returns must be sent to:
NAPENDO
44, Carini Street, Santa Venera, Malta
5. Refunds
5.1 Refund Eligibility:
Refunds will be issued if:
- The product is determined to be defective or mismatched with the approved design.
- The product cannot be replaced or repaired within a reasonable timeframe.
5.2 Refund Amounts:
- Refunds will cover the full purchase price of the product, including shipping costs if the return is due to our error.
- For goodwill exceptions, refunds may exclude original shipping costs.
5.3 Refund Timeframe:
Once your return is received and inspected, we will notify you of the approval or rejection of your refund within 3 business days. Approved refunds will be processed within 5-7 business days to your original payment method.
6. Replacements and Repairs
6.1 Replacements:
If a product is defective or mismatched, we may offer a replacement free of charge. Replacement requests will follow the same process and conditions as returns.
6.2 Repairs:
In some cases, defective products may be repaired instead of replaced. We will discuss this option with you based on the specific issue.
7. Customer Support
For any questions, concerns, or assistance, please contact us:
- Email: info@napendo.com
- Address: 44, Carini Street, Santa Venera, Malta
We are committed to resolving issues promptly and ensuring your satisfaction with our products and services.
8. Changes to This Policy
We reserve the right to update this policy at any time. The latest version will always be available on our website, and significant changes will be communicated where appropriate.