Refund policy
RETURNS
Our return policy lasts 30 days from the date you receive your order. If more than 30 days have passed since delivery, unfortunately, we cannot offer a refund or exchange.
To be eligible for a return, your item must be unused, in the same condition you received it, and in its original packaging.
For hygiene reasons, certain personal care products may be subject to return restrictions once opened or used.
A receipt or proof of purchase is required to complete your return.
Please do not send your purchase directly back to the manufacturer. Before returning any item, contact our team at hellonapgo@gmail.com for instructions.
Refunds
Once we receive and inspect your return, we will email you to confirm that we have received your item.
We will also let you know whether your refund has been approved or denied.
If approved, your refund will be processed and automatically credited to your original payment method. The time it takes for the refund to appear in your account may vary depending on your bank or payment provider.
Late or Missing Refunds
If your refund has been approved but you have not received it yet:
- Check your bank account again.
- Contact your credit card company, as it may take a few days for your refund to appear.
- Contact your bank, as additional processing time may be required.
If you have completed these steps and still have not received your refund, please contact us at hellonapgo@gmail.com.
Partial Refunds
In certain situations, we may issue only a partial refund, including for:
- Items that are not in their original condition.
- Items that are damaged or missing parts for reasons not attributable to NapGo™.
- Items returned after the 30-day return window.
- Items showing clear signs of use.
Defective or Damaged Items
If you receive an item that is defective, damaged, or incorrect, please contact us as soon as possible at hellonapgo@gmail.com.
Include your order number and, when possible, photos or videos showing the issue.
After reviewing your case, we may offer an appropriate resolution, which may include a replacement or refund.
Exchanges
We only replace items that are defective, damaged, or have an issue attributable to the product received.
To request an exchange, please contact us at:
Gifts
If the item was marked as a gift at checkout and shipped directly to the recipient, the recipient may receive credit for the value of the returned item, where applicable.
If the item was not marked as a gift, or the purchaser received the order before giving it to the recipient, the refund will be issued to the original payment method used for the purchase.
Return Shipping Costs
Unless your item arrived defective, damaged, or incorrect due to an error attributable to NapGo™, you are responsible for return shipping costs.
Original shipping charges are nonrefundable, except where required by law.
Where applicable, return shipping costs may be deducted from your refund.
Delivery times for replacement items may vary depending on your country or location.
When returning high-value items, we recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee receipt of packages sent without tracking.
Contact Us
If you have any questions about returns, exchanges, or refunds, please contact us at: