Refund policy

Return & Exchange Policy

At Nael Retail, we want you to love what you ordered. If something isn't right, we're here to make it easy.

Free Returns & Exchanges

Returns and exchanges are completely free — provided they meet the conditions outlined below.

Eligibility Conditions

To qualify for a free return or exchange, your request must meet one or more of the following valid concerns:

Wrong item received — You received a different product, size, or color than what you ordered.
Defective or damaged item — The item arrived with a manufacturing defect or was damaged during delivery.
Size issue — The item does not fit as expected based on our size guide.
Missing item — Part of your order was not included in the delivery.

Conditions of Return

Items must be returned within 8 days of delivery.
Items must be unworn, unwashed, and in original condition with all tags attached.
Items must be returned in their original packaging.
Sale or discounted items are not eligible for returns or exchanges unless defective.

How to Request a Return or Exchange

Contact us via WhatsApp or email within 7 days of receiving your order.
Provide your order number and a brief description of the concern.
Attach clear photos of the item if it is defective or damaged.
Our team will review your request and respond within 1–2 business days.
Once approved, we will arrange a free pickup from your address.

Exchange Process

Approved exchanges will be dispatched within 3–5 business days after we receive and inspect the returned item. Subject to stock availability.

Refunds

Refunds are issued as store credit or via the original payment method, depending on the nature of the concern. COD orders are refunded via bank transfer.