Politique de remboursement
We want you to love your order! If something isn't right, we're here to help.
Returns We accept returns within 14 days of delivery. To be eligible for a return, items must be unused, undamaged, and in their original condition, accompanied by proof of purchase (such as your order confirmation email).
- Sealed Items: The requirement for items to remain unopened applies to non-faulty returns only. For "Confirmed Character" (open box) items, the internal protective foil must remain completely sealed and untampered with. We cannot accept returns on items where the factory seal or inner foil has been opened.
- Faulty Items: Faulty, damaged, or incorrect items are covered under our 30-day guarantee regardless of packaging status, in accordance with the UK Consumer Rights Act 2015.
Damaged, Defective, or Incorrect Items If your item arrives damaged or you received the wrong item, please contact us as soon as possible (ideally within 48 hours of delivery) at contact@NanaPop.co.uk with your order number and clear photos so we can resolve it quickly. In accordance with the Consumer Rights Act 2015, you have 30 days from delivery to claim a full refund or replacement for faulty, damaged, or incorrect items at no additional cost to you.
Return Method All returns must be sent by post to the address below.
Return Postage Return postage costs are the responsibility of the customer, unless the item delivered was faulty, damaged, or incorrect.
Return Address Please send all returns to: NanaPop Boutique Rm 1110, 1 Regent Road Manchester, M3 4BA United Kingdom
Restocking Fees We do not charge any restocking fees.
Refunds Once we receive and inspect your return, we will process your refund within 7 business days. Refunds will be issued to the original payment method used at checkout. You will receive an email confirmation once the refund has been completed.
Exchanges We do not offer direct product exchanges. If you would like a different item or character, please return your unopened, sealed product for a refund and place a new order on our website.
Order Cancellations Because we process and pack orders quickly to meet our daily 12:00 PM (noon) shipping cut-off:
- UK Orders: We accept cancellations within 1 hour of purchase.
- EU Orders: We accept cancellations at any point until the order has been fulfilled/shipped.
If your order has already shipped, it cannot be cancelled; however, you may return the unopened item once it arrives.
How to Start a Return To initiate a return, please email us at contact@NanaPop.co.uk with your order number and reason for return.