Refund policy
Return & Refund Policy
You have 48 hours to contact us and 72 hours to return Product from date it was received. If Product is in your possession more than 5 days, it is considered used and WE WILL NOT ISSUE YOU A REFUND OR REPLACEMENT. There are NO EXCEPTIONS! Shipping cost is beared by both seller and buyer. With exception to Ceramic, Crockery & Cuctlery Products in which you are required to contact us and return Product within 48 hours of receiving the Product(s). Otherwise, WE WILL NOT ISSUE A REFUND OR REPLACEMENT outside of this time frame.
Refund will only be issued once product meets qualifying criteria for a refund.
- a) The Product has remained in its original quality and functioning. The Buyer shall ensure that the returned Product and all accompanying accessories (such as tags, manuals, and warranty cards) are complete and remained their original quality and functioning, and show no signs of damage or contamination, the anti-counterfeiting mark has not been scraped, any activation/authorization has not been made, and there are no traces of usage on the appearance or other traces which indicate unreasonable personal use.
- b) The Buyer’s opening of package for inspection or testing to verify the Product’s quality and functioning is reasonable and does not affect the Product’s intactness. Where any use of a Product by the Buyer results in significant devaluation, the returned Product shall be deemed defective and not in line with the standard of intactness.
- c) Buyer understands that the packaging is an integral part of the Product and consist part of the offer from Naema; and any use of and/or defect(s) to the packaging caused by the Buyer may result in devaluation of the Product. Therefore, the Buyer shall ensure the packaging of the returned Product is full and intact. In terms of packaging with special value, design, material and/or functions, Buyer and/or his or her courier shall ensure all handling is carried out in accordance with the requirement about product protection and packaging specified by Naema upon fulfilment of the transaction.
- d) You are not eligible for a refund if a delivery fails due to regulatory changes in customs, clearance laws, regulations, or policies.
- e) Late tax payments: If your package cannot be sent or delivered because you have delayed applicable taxes, you wont be eligible for a refund.
When will I receive my Refund?
- · Refunds can take 1-10 working days to arrive dependent on your original payment method.
- · Any due refund can be sent to your original payment method.
(1) Standards of intactness for regular package:
There is no missing part in the original package, and the form, shape and structure of the package is complete. However, unavoidable changes in form, shape and/or structure resulting from transportation and unpacking, including, but not limited to, minor to moderate deformation, stain and/or partial damage, shall not be considered to affect the intactness of the regular package.
(2) Standards of intactness of special package:
If the package contains value added parts, such as an anti-counterfeiting feature, special designs or functions, or markers or other indicators representing commemorative value, Naema may make requirements of special protection of the package to the Buyer. Where there are reasonable package protection requirements prominently and explicitly specified by Naema, the Buyer shall protect the package proactively and carefully. If the damage of such package results in devaluation and/or loss of functions, the Product will be devalued and thus deemed as defective and not in line with the standard of intactness.
However, where Naema makes requirement about protection of special packages but fails to do so in a prominent and explicit way, the standards of intactness for regular package shall apply.
Where the package does not contain any special value added parts as mentioned above, the standards of intactness for regular package shall apply.
Loss or damage of gift and loss of invoice shall not affect the return of Product. However, for damage or loss of gift, a deduction from the refund shall be made based on the gift’s market price; for loss of invoice, the Buyer shall bear the corresponding tax.
Article 1 Exclusion of Liability
Under any of following circumstances, Naema shall not be obliged in any way to offer all or any of the "Free Returns", "Free Shipping" and "Fast Delivery" (if applicable) and/or provide any refund (unless otherwise required by applicable laws or Naema rules):
(1) Fraud on the part of the Buyer;
(2) Improper conduct of the Buyer in violation of the instructions;
(3) Natural consumption or wear and tear of the product;
(4) Product recall;
(5) External causes during transportation or storage; and
(6) Defects unable to be detected with the technology in domestic market at the time of manufacture.
Article 2 Exemption
Naema shall not be responsible for losses and costs of the following products (unless otherwise required by applicable laws or Naema Rules), and shall not be under any obligation to provide Free Delivery Service, refund or a coupon code for the following products:
(1) Quality, late delivery, lost or damage of products or any other related issues of a product have been acknowledged and accepted by the Buyer;
(2) Products are sold after Naema has been suspended, closed down or bankrupted.
Article 3 Force Majeure
Under no circumstances shall Naema be held liable to the Buyer for (i) all or any part of the rights under the "Free Returns", "Free Shipping" and "Fast Delivery" herein, including the free delivery service, any refund or Delivery Days guarantee; or (ii) any other rights under this Terms, due to or resulting directly or indirectly from the occurrence or continuance of any following events, even though such event may has existed at the time when the order was paid or the Products was shipped:
(1) Natural disasters including, but not limited to, acts of God, earthquakes, lightning strokes, fires, explosions, storms, floods, typhoons and other severe or abnormal weather;
(2) Internet failures, computer, telecommunications or any other equipment failures, electrical power failures or cyber event;
(3) War, explosions, military actions, terrorism, terrorist acts;
(4) Official or unofficial industrial action, industrial sabotage, industrial dispute, strikes or lockouts, labor disputes, riots, insurrections, civil disturbances, shortages of labor or materials, accidents, theft, robbery, casualties, Sanctions, embargo or other disruption or interference with trade;
(5) Acts of government (including delays or disruption due to insufficient capacity of customs under the situation of policy adjustment in delivery destination country), confiscation by relevant government authorities, orders of domestic or foreign courts or tribunals;
(6) Nuclear reaction, nuclear radiation, radioactive or any other form of contamination;
(7) Non-performance of third parties or any suspension or disruption of transportation or business operation (including but not limited to delays or disruption of the resumption of work or operation ordered by any government agency) in the event of a national or regional spread of epidemic or pandemic;
(8) Any event, circumstance or cause whatsoever beyond its reasonable control or cannot be avoided by the exercise of reasonable endeavors (a "Force Majeure Event").
Article 4 Severability.
If any term of these T&Cs is to any extent illegal, otherwise invalid, or incapable of being enforced, such term shall be excluded to the extent of such invalidity or unenforceability; all other terms hereof shall remain in full force and effect; and, to the extent permitted and possible, the invalid or unenforceable term shall be deemed replaced by a term that is valid and enforceable and that comes closest to expressing the intention of such invalid or unenforceable term.
Article 5 Conflict of terms and conditions.
In the event that any of the terms under these Terms conflict with rules and/or any such related information displayed elsewhere on Naema , the terms under these Terms shall prevail.
Article 6 Disclaimer
TO THE MAXIMUM EXTENT PERMITTED BY LAW, IN NO EVENT WILL NAEMA BE LIABLE TO YOU FOR ANY DIRECT, INDIRECT, SPECIAL, INCIDENTAL, EXEMPLARY, PUNITIVE OR CONSEQUENTIAL DAMAGES (INCLUDING LOSS OF USE, DATA, BUSINESS OR PROFITS) ARISING OUT OF OR IN CONNECTION WITH YOUR PARTICIPATION, WHETHER SUCH LIABILITY ARISES FROM ANY CLAIM BASED UPON CONTRACT, WARRANTY, TORT (INCLUDING NEGLIGENCE), STRICT LIABILITY OR OTHERWISE, AND WHETHER OR NOT PROMOTER HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH LOSS OR DAMAGE.
Article 7 Amendment of the Terms
Naema is entitled to amend these Terms at any time by posting the relevant amended and restated Terms on Naema, without further notice to Buyers. By continuing to purchase Product(s), users and Buyers agree that the amended and restated Terms will apply and are deemed to have accepted the amended and restated Terms. Please also pay attention to the display updates on the relevant pages.
Article 8 Governing Law and Dispute Resolution
These Terms are governed, interpreted and enforced by the laws of South Africa, without regard to its conflict of laws principles. Any and all legal actions, claims or proceedings arising out of, or in connection with these Terms must be brought in a court of competent jurisdiction in Cape Town, South Africa.
Article 9 Applicable Countries
These Terms shall not apply to all the countries, it shall be subject to information displayed on the country-specific pages of Naema (If any).
Article 10 Languages
These Terms are published in English and multiple languages (if any). In case of any discrepancy between different language versions, the English one shall prevail.
Warranties
- · The manufacturer handles the return of any defective Product themselves.
- · When you log the return of a defective Product for manufacturer warranty, you will receive the contact details of the relevant manufacturer. You must then contact that manufacturer directly.
- · Manufacturer`s limited Warranty excludes items damaged and/or misused after receipt.
- · Defective Products MUST BE reported and returned within the warranty period (and in the original packaging, if possible).
- · You agree to all of the above-listed policies upon ordering on Naema