This exchange policy is only applicable for purchases made through our online store at https://nes.com.sg. If you have bought any our products elsewhere, the exchange policy of that store shall apply.
We do not provide any refunds under any circumstances, unless we are not able to fulfill your purchase due to unforeseen circumstances. If you receive an incorrect product or a damaged item, we will arrange for a one-to-one exchange. In particular, we cannot issue an exchange or refund for production variance, as well as minor defects such as folds, scratches and dents. Images on our website are used for illustration purposes only, and this shall not be a valid reason for refund or exchange. Please be assured that we check every item before sending out your package.
Requests for exchange must be made within 7 days after you receive the package. However, it would be helpful if you could send an email to firstname.lastname@example.org at the earliest opportunity. We will replace or exchange the items, or issue a refund or credit at our discretion. If a return is required, kindly ensure that the items are sent back to us in the same condition. For faster processing, please let us know the reason for exchanging your product. We cannot exchange items with signs of use, as well as sale or promotional items.
You shall cover any additional shipping costs incurred for exchanging your product, unless the exchange is due to a mistake by our end and within our control. Costs which have been incurred, including but not limited to delivery fees, payment processing fees, currency conversion fees and bank transfer charges, cannot be returned and shall be subtracted from the refund amount. When we offer free or discounted delivery, any applicable expenses shall be recovered by us in full.
For payments by credit or debit card, refunds must be made to the same card. If your card has expired, the refund will be made to the replacement card issued by your bank. Refunds typically appear within 7 to 12 working days, but some card providers may take a longer period of time. For bank transfer payments, we will offer online store credits as we are not able to determine where the funds came from.