Made with love for you

At Nefert, we ensure your experience is exceptional from the first moment to the last detail

If your order does not meet your expectations, we handle it with full professionalism and transparency

This policy applies to all orders placed through www.nefert.co

Exchange Policy

Eligible exchange cases

• Receiving a different item from what was ordered (size, color, or model)
• Clear manufacturing defect in the product
• Product damaged upon delivery due to shipping error
• Product differs from website images or description

Exchange request conditions

• Request must be submitted within 48 hours of delivery
• Clear photo or video must be sent via WhatsApp or email
• Product must be in original condition: unused, unperfumed, and unaltered
• Original packaging and tags must be kept
• Order number is required

Exchange process

• After approval, product pickup is arranged
• Replacement is delivered within 3–5 business days
• If unavailable, customer may choose an alternative of equal value or store credit

Return Policy

Eligible return cases

• Receiving a damaged or incorrect item with no replacement available
• Order not delivered within 10 business days without valid reason
• Order cancellation before shipping stage

Return request conditions

• Request must be submitted within 48 hours of delivery
• Product must be in original unused and unaltered condition
• All items must be returned: product, thank you card, Nefert card, box, and outer packaging
• Return shipping fees are borne by the customer unless Nefert is responsible

Refund process

• Refund is processed within 7–14 business days after inspection
• Refund is issued via original payment method or store credit depending on customer choice

Non-returnable / non-exchangeable cases

• Product used or altered
• Customized products
• Requests after 48 hours of delivery
• Change of mind or personal preference
• Minor color difference due to screen variation
• Items that have been worn even briefly

How to request exchange or return

• Contact via WhatsApp or email within 48 hours
• Send order number with clear photos or video
• Request is reviewed within 24 business hours
• If approved, exchange or refund is processed accordingly
• Email: support@nefert.co
• WhatsApp: [Add number here]
• Support hours: Saturday – Thursday, 10 AM – 10 PM

Shipping fees

• Covered by Nefert: damaged item, order error, manufacturing defect, unjustified delay
• Covered by customer: change of mind, incorrect size selection

Nefert rights

• Right to reject requests not meeting conditions
• Right to request additional proof before decision
• Right to modify policy at any time with update notice
• Right to reject suspected used-and-returned cases
• Right to restrict service in case of repeated misuse

Customer rights

• Response within 24 business hours
• Fair and respectful treatment
• Full refund in case of Nefert error or damage
• Ability to track request status anytime
• Right to dispute the decision

Contact us

For any inquiries or support regarding returns or exchanges, please contact us.