Refund policy

We value your satisfaction and aim to make your return experience as clear and seamless as possible. Please read the policy below to ensure eligibility for returns or refunds.

30-Day Return Policy

You have 30 days from the date of delivery to request a return.

To be eligible, your item must:

  • Be unused, in resalable condition, and in its original packaging

  • Include all tags, accessories, and components

  • Include the receipt or proof of purchase

Restocking Fee

All returns are subject to a restocking fee of up to 20%, depending on the condition of the returned item. If the item is not in resalable condition or is missing components, additional deductions may apply.

To Start a Return

Contact us at info@nozoraofficial.com.

If your return is approved, we will send detailed instructions on how and where to ship your item.
Return shipping costs are the responsibility of the customer, unless the item arrived defective or incorrect.

Damages and Issues

Please inspect your order immediately upon delivery.

Contact us within 72 hours if the item is:

  • Defective

  • Damaged

  • Incorrect (e.g., wrong item shipped)

To speed up resolution, include clear photos or videos of the issue.
Claims made after 72 hours may not qualify for return or replacement.

Specific Damage Rules

  • Cosmetic Damage (minor scuffs, dents, scratches):
    Not eligible for return unless it affects functionality.

  • Substantial Damage (broken components, tears, missing parts):
    Eligible for replacement or refund.

  • Damage due to misuse, improper handling, or post-delivery incidents is not covered.

Exceptions / Non-Returnable Items

The following items cannot be returned:

  • Custom or personalized products

  • Personal care goods

  • Sale items, discounted items, or purchases made during promotional events

  • Gift cards

If you're unsure whether your item qualifies, email us at info@nozoraofficial.com.

Order Cancellations

Orders may be canceled within 24 hours of purchase.
After this window, processing begins and cancellations may no longer be possible.

Refunds

After receiving and inspecting your return, we will notify you whether the refund is approved.

If approved:

  • Refunds are issued to your original payment method within 10 business days.

  • Depending on your bank, it may take additional time for the refund to appear.

  • Shipping costs, non-refundable charges, and any applicable restocking fee (up to 20%) will be deducted, unless the item was defective or incorrect.

If more than 15 business days have passed since approval and you have not received your refund, please contact info@nozoraofficial.com.

Deliveries to Apartments, Flats, or Shared Buildings

For orders delivered to multi-unit buildings:

  • Once the carrier marks a package as "Delivered," responsibility transfers to the customer.
    Delivery may occur to a lobby area, parcel locker, mailbox, or building office.

  • Customers are responsible for prompt retrieval of their package to avoid loss or theft.

Non-Receipt Claims

If you believe your package was not delivered:

  1. Contact us within 72 hours of the carrier’s delivery confirmation.

  2. We will assist in investigating through:

    • Building/office checks

    • Carrier verification

    • GPS tracking or proof-of-delivery photos

If the carrier confirms valid delivery, we may not be able to issue a refund or replacement.
However, each case will be reviewed individually.

Digital Downloads (If Applicable)

All digital products are governed by the following terms:

Downloading = Use of the Product

Once a digital file has been accessed, downloaded, or streamed:

  • You are no longer eligible for a full refund.

  • Access is tracked via timestamps, IP logs, and download events.

Refund Eligibility for Digital Goods

Refunds may be considered only if:

  • The file is corrupted and no working replacement can be provided

  • You were accidentally charged multiple times

  • The digital content substantially differs from its description

Before Download

You may request a partial refund if:

  • No download or access attempt has been made

  • Our systems confirm zero access history

Partial Refunds After Download

At NOZORA’s discretion, partial refunds may be granted with a minimum 60% deduction to account for received value.

By completing a digital purchase, you explicitly agree that accessing or downloading the files immediately ends eligibility for a full refund.

For any questions regarding digital orders, contact info@nozoraofficial.com.