Returns, Exchanges & Refunds Policy
Special Notes
This return and exchange policy applies only to items purchased online through the nanend.com website.
Thank you for shopping at nanend.com, We guarantee the quality of all our products.
We're committed to making returns and dispute resolution easy for you. If there's any problem with your purchase, just let us know service@nanend.com.
30-Day Hassle-Free Returns
NANEND accepts returns within 30 days of purchase, including a 14-day no-questions-asked period from the date you receive the item.
Not all return and refund applications can be approved unconditionally. NANEND reserves the right of final interpretation of this policy.
Return & Exchange Conditions
Returnable Items
- All returned or exchanged items must be in new, unworn, undamaged, and unwashed condition.
- All original tags must remain attached to the product, and all accessories must be kept intact inside the original packaging.
- The entire package must be returned in its original, complete condition.
- Returned items must be in a condition that does not affect their resale.
- Returns or exchanges will not be accepted if the above conditions are not satisfied.
- We cannot process a refund request for non-quality issues for items that have expired during this 30-day window.
- If the order includes a free gift, the gift must be returned intact together with the returned item(s).
- Each order can only be processed for one return or exchange. We do not accept repeated or multiple returns/exchanges for the same order.
- Once an order is handed over to the carrier and the tracking status is marked “Delivered” to the shipping address provided at checkout, the shipment is considered completed. NANEND is not responsible for packages that are reported missing after delivery (including theft), and such cases are not eligible for a cash refund. This does not affect any mandatory consumer rights that may apply under local law.
- Since it is impossible to determine how ski wear has been used after it has been worn, used ski apparel is generally not eligible for return or exchange.
- Items returned without NANEND’s authorization, those shipped to our warehouse in error, or that do not comply with our return policy may be rejected and returned to the customer.
What Can’t Be Returned
- All clearance items and region-specific sale items are final sale and cannot be returned, exchanged, or credited.
- In Transit Products: These can’t be returned while they’re still on the way—but once you’ve received them, you can request a return within the standard window.
- More than 30 days have passed since the order was successfully paid.
Return and Exchange Procedures
Return
1. Log in & Visit Order Details
2. Be ready with your order number, purchasers last name and visit Order Status to initiate your return.
3. Please email service@nanend.com and state the following:
- - Order Number
- - Reasons for Return
- - Didn't suit me
- - Wrong / Defect Product (Please include pictures)
- - Not what I was expecting
- - Other Reasons
4. Before returning the item, please provide at least 5 photos of the product and a video showing the complete packaging to confirm its condition.
5. Packages must be marked as “Returned Goods”
Once your request is approved, you will find the shipping address in the email notification.
Exchange
- We offer exchanges for items purchased online. The exchange item will be shipped once the returned items have been received and successfully inspected. If you need your replacement item sooner, we recommend placing a new order. In this case, we will be happy to waive the handling fee for you.
- Excluding promotional, final sale and clearance items
- If you would like to change the size or style of an item, please contact service@nanend.com and place a new order for the desired item.
Process Return
- Please pack the item yourself and contact a courier service. At this time, we are unable to provide a return label.
- Once we receive your return/exchange request, our customer service staff will process it within 48 hours and guide you through the subsequent steps.
- Once your return request is approved, items must be shipped back within 7 days.
- Returns shipped after 7 days may be accepted at our discretion and may be issued as store credit instead of a refund.
- Any import taxes, customs duties, VAT, or handling fees incurred during the return process are the responsibility of the customer. Please note: If we receive a notice requiring payment of import taxes, VAT, customs duties, or other fees for an international return, we may pay these charges on the customer’s behalf to release the package. Any such fees paid will be deducted from the final refund amount.
Return & Exchange Fees
There are no restocking or handling fees for exchanges, but the additional shipping cost for reshipment will be the customer’s responsibility.
For items returned for a refund, a 8% of purchase price restocking fee will be charged.
When will I receive my refund?
Once we receive and inspect your return, we will notify you of the approval result. If the return is approved, we will initiate the refund process through your order within 48 hours. The refund will be credited back to your original payment method (bank card or account) within 7–10 business days. Please monitor the deposit information from your bank or credit card issuer.
Shipping costs associated with the original order are non-refundable.
Questions?
If you encounter any issues with your order, we recommend contacting us first at service@nanend.com before initiating a payment dispute.
Our professional customer service team is always ready to assist you and is committed to resolving issues quickly and fairly. By contacting us directly, you will receive a satisfactory solution more efficiently.
