CANCELLATION & REFUND POLICY

House of Nagomi

Effective Date: [06/06/2026]

At a Glance — Quick Reference

 

Situation Eligible? Timeline / Notes
Order cancelled before dispatch Yes Full refund within 5–7 business days
Order cancelled after dispatch No Cannot cancel; see Return process
Wrong / damaged item received Yes Report within 48 hours of delivery
Item not as described Yes Report within 48 hours of delivery
Perishable / fresh product issue Case by case [BRAND to decide — e.g. replacement only]
Customer changed their mind (sealed/used) No Returns not accepted
Return for non-defective goods No Unless otherwise specified by brand

 

 

1. Order Cancellations

1.1  Before Dispatch

You may request cancellation within [e.g. 12 / 24 hours] of placing the order, provided it has not yet been dispatched. To cancel, contact us at [support@thenagomi.com / +91 9363434118] with your order number.

Upon successful cancellation before dispatch, a full refund will be issued to the original payment method within 5–7 business days.

 

1.2  After Dispatch

Once an order has been dispatched, it cannot be cancelled. Please wait for delivery and then initiate a return (if applicable under Section 2).

 

1.3  Cancellation by Us

We reserve the right to cancel orders due to stock unavailability, pricing errors, suspected fraud, or force majeure events. In such cases, a full refund will be issued.

 

2. Returns

2.1  Conditions for a Valid Return

A return will be accepted only if all of the following conditions are met:

  • The return is initiated within [e.g. 48 hours / 7 days] of delivery.
  • The item is unused, in original condition, and in original packaging (with tags, if applicable).
  • The return reason is one of: wrong item received, damaged/defective on arrival, item significantly not as described.

 

2.2  Non-Returnable Items

The following categories are generally non-returnable:

  • Perishable goods (fresh produce, microgreens, food items) — [BRAND: specify if replacement/refund offered for quality issues]
  • Items that have been opened, used, or consumed.
  • Products explicitly marked "non-returnable" at the time of purchase.
  • Personalised, customised, or made-to-order items.
  • Intimate apparel, undergarments, or hygiene-sensitive products.

 

2.3  Return Process

To initiate a return:

  • Email [support@thenagomi.com] with subject line: "Return Request — Order #[ORDER NUMBER]".
  • Include your order number, item name, reason for return, and photographs of the item/damage.
  • Our team will review and respond within 2 business days.
  • If approved, we will arrange a return pickup or provide a return shipping address.
  • Return shipping cost: [Borne by customer / Borne by us for defective items / Free returns].

 

 

3. Refunds

3.1  Refund Methods

Approved refunds will be processed via:

  • Original payment method (credit/debit card, UPI, net banking, wallet), OR
  • [CHOOSE ONE: Store credit / Bank transfer to account provided by customer]

 

3.2  Refund Timeline

Once a refund is approved and initiated by us, the timeline for credit to your account is as follows:

  • Credit/Debit Cards: 5–7 business days (subject to your bank's processing time).
  • UPI / Net Banking: 3–5 business days.
  • Wallets: 2–3 business days.

 

3.3  Partial Refunds

In cases where only part of an order is returned or only part of the issue is validated, a partial refund may be issued.

3.4  COD Orders

For Cash on Delivery orders, refunds will be processed via bank transfer. You will be asked to provide your bank account details.

 

4. Damaged, Defective, or Wrong Items

If you receive a damaged, defective, or incorrect item:

  • Report it within [48 hours / 72 hours] of delivery.
  • Email photographs and a brief description to our support team.
  • We will arrange a replacement, exchange, or full refund at our discretion.
  • We may request the item to be returned before processing the refund/replacement.

 

 

5. Brand-Specific / Category-Specific Notes

Certain product categories have specific terms that override the general policy above. These will be communicated by the brand owner and displayed on the relevant product pages. Examples:

  • Perishable food items (microgreens, tea, nuts): replacement or store credit for quality issues; returns not accepted.
  • Apparel (clothing, bags): returns accepted only if tags are intact and item is unworn.
  • Custom or personalised products: no returns unless defective.

 

 

6. Disputes

If your refund/return request is not resolved to your satisfaction, please escalate to [support@thenagomi.com / Surya]. We will make every effort to resolve disputes within 14 business days.

Disputes not resolved amicably shall be subject to applicable laws and jurisdiction as stated in our Terms and Conditions.

 

7. Contact Us

For any return, refund, or cancellation query:

  • Email: [support@thenagomi.com]
  • Phone / WhatsApp: [+91 9363434118]
  • Support Hours: [e.g. Mon–Sat, 10 AM – 6 PM IST]