Refund policy

Refund & Exchange Policy

At Naleya, we want you to feel confident and cared for with every purchase. Because our products are personal care and skincare items, we have specific guidelines for returns, exchanges, and replacements. Please review our policy carefully before placing your order.

1. Return Eligibility

Due to the personal care nature of our skincare products, we cannot accept returns on items that have been opened, used, tampered with, or removed from their original packaging.

To be eligible for return consideration, the item must be:

  • Unused

  • Unopened

  • In its original packaging

  • In the same condition it was received

  • Approved by our customer service team before being returned

Returns are only accepted in limited circumstances and must be requested within 7 days of delivery.

2. Non-Returnable Items

The following items are not eligible for return or refund:

  • Opened or used skincare products

  • Products that have been tampered with

  • Gift cards

  • Final sale items

  • Promotional items

  • Free gifts

  • Items returned without approval

For health, hygiene, and safety reasons, we are unable to resell or accept used personal care products.

3. Damaged, Defective, or Incorrect Items

Please inspect your order as soon as it arrives. If your item is damaged, defective, or incorrect, contact us within 7 days of delivery so we can review the issue and make it right.

To help us resolve the issue quickly, please include:

  • Your order number

  • A brief description of the issue

  • Clear photos of the damaged, defective, or incorrect item

  • Photos of the packaging, if applicable

If your request is approved, we may offer a replacement, store credit, or another resolution depending on the situation.

4. How to Request a Return or Exchange

To request a return, exchange, or replacement, please contact us at:

Email: support@naleya.store

Please include your order number and a brief explanation of your request. If your return is approved, we will provide instructions on how and where to send your item.

Please do not send products back without contacting us first. Items returned without approval may not be accepted.

5. Return Shipping

Customers are responsible for return shipping costs unless the return is due to an error on our part, such as receiving the wrong item or a defective product.

We recommend using a trackable shipping service, as Naleya is not responsible for returned items that are lost in transit.

6. Return Address

Approved returns should be sent to:

Naleya
P.O. Box 283
Greenwood, LA 71033

Please include your order number and proof of purchase inside the return package.

7. Refunds

Once your approved return is received and inspected, we will notify you regarding the status of your refund.

If approved, your refund will be processed back to your original payment method. Please allow several business days for your bank or payment provider to complete the refund.

Shipping fees are non-refundable unless the return is due to an error on our part.

8. Exchanges

Exchanges are only available for approved cases involving damaged, defective, or incorrect items. Due to the personal care nature of our products, we cannot exchange opened or used skincare items.

9. Contact Us

If you have any questions about our Refund & Exchange Policy, please contact us:

Email: support@naleya.store
Mailing Address: P.O. Box 283, Greenwood, LA 71033
Customer Service Hours: Monday–Friday, 9:00 AM–5:00 PM CST
Response Time: Please allow 1–2 business days for a response.