Easy, Happy, Simple Returns!
At Nupono, your happiness is our No.1 priority. We want you to be satisfied with your shopping experience here at Nupono.
We love our customers. We understand our success is only because of you. We hope that you will fall in love with our products and stay in love with them. Our friendly simple return policy allows you to returns & exchange for 30 days.
How can we help?
Any brand new watch band, in the same condition that you received it in, and with its original packaging) can be returned for a refund to the original form of payment within 30 days of delivery.
If you need immediate assistance please contact your personal stylist to get started.
- You may return all products for a full refund within 30 days of delivery.
- Items need to be in resaleable condition for a full refund.
- Damaged items must be reported within 14 days of delivery.
- Returns or in store credit are accepted on unworn items in resalable condition.
- Sale items, personalized engravables or customized goods are Final Sale and cannot be returned.
- Please send an email to us to open a return ticket
If you need help, simply click on “Contact us” to request a return or refund. Please have your order Id, and product name you would like to refund ready.
You can also send us an email at firstname.lastname@example.org. Our team will be happy to assist.
We aim to process all your requests within 72 hours upon receiving. Refunds are issued back to the original form of payment you used to purchase your product.
As for now, we cannot refund, reimburse, cover or otherwise be responsible for any fees not paid to Nupono. This includes any customs, taxes or VAT as well as any return shipping costs you may incur in the refund process.
You will be able to make your return fast and easy. Please contact your service for details. Our team will be happy to assist you!
To return your items to Nupono, Simply:
- Return items in their accompanied packaging with your proof of purchase. Please Provide the following.
- Order number or your return confirmation email
- Date of Purchase
- Item returning back
- Your Contact information
- Total amount of refund
- Ship your item back. Take your item to a local post office to ship it back and request for tracking. Items lost in the mail without tracking will not qualify for reimbursement. The customer is responsible for the cost of returning the product. Shipping and handling costs will not be credited.
- Please allow our Happy team to issue a return to you within 72 hours of receiving your item at our center. Our business hours are Mon - Fri 9am - 5pm PST (Los Angeles, CA)
- We will send you an email confirmation once your refund has been processed.
- Allow your issuing bank time to process your return. Bank can take some time please check the chart below
Tip: Please don’t forget to ship your order back within 7 days of opening your return request. After 30 days your return request will expire if item is not received.
Average bank Refund Process time:
When can I process a refund?
Majority of our products are imported. Our average shipping time is 7-10 business days after shipping and handling. If a product has tracking we ask that our customers allow up to 30 days for the arrival of the product before you process a refund for item not received. If a product does not have tracking please contact our help center at email@example.com so we may assist you in locating or refunding your item. We are always happy to help
What if a product arrives damaged?
A damaged product needs to be reported within 14 days of receiving the item.
A photo is required for the damaged goods. Please take a photo of the product and attach it to your order id and email us within 14 days of delivery.
Why did do you need a video?
In some rare cases our factory may request a short 10 second video to show the damage of the item before reimbursement for quality control. Therefore we may send an email to our client requesting a short videos showing the issue of the product.
If a discount coupon was applied to the original order, the refund will reflect that discounted price. If a product was purchased on sale, the refund will reflect that sale price. If a product has a different (higher or lower) price now, the refund will reflect the price originally paid (and not the current price).
What does not qualify for a return?
Our Return policy excludes sale items, Just pay shipping, Personalized or engraved products, Display Items and Business Supplies, are all Final Sale.
You cannot start a return if your product it being tracked and still in delivery.
What happens if the order was missing an item or contain the wrong item?
Was your order missing an item or contain the wrong product? We understand that we are not perfect and ask to please forgive us, and give us a chance to make it right. If so, please notify us within 14 days of your delivery date. Items that are break prior to wear or with any damage or defects must be reported within 14 days of delivery to be eligible for a refund, exchange or replacement.
Do you give In store credit?
We are happy to do a cash refund or in store credit within 30 days. When you return store credit we’ll additional credit incentive towards your next order. Inbound shipping return costs will not be refunded.
Timing of Refunds
Our current business hours are Mon - Fri 9am - 5pm PST (Los Angeles, CA). Your refund will be processed when we receive your returned item at the Nupono center. Once we process the return, your refund will be available 8-10 business days later. This also depends on your issuing bank or billing cycle. If you processed a return but did not see it on the current billing cycle you may have already received credit and will show on your next credit statement. Please contact your credit card company if you would like to confirm your return credit. The return will show up on your statement under our company name Nupono.
Tip: Don’t forget to ship your order back within 7 days. After 30 days your return request will expire if item is not received.
When will I receive my refund?
We gladly process your returns. Your refund will be processed when we receive your returned item at the Nupono center.
Please allow 5 business days for your shipment to arrive at the Nupono center after you drop it in the mail.
Cash or check refunds must be directly refunded with your stylist.
Our current business hours are Mon - Fri 9am - 5pm PST (Los Angeles, CA).
Once we process the return, your refund will be available 8-10 business days later. This also depends on your issuing bank or billing cycle.
If you processed a return but did not see it on the current billing cycle you may have already received credit and will show on your next credit statement. Please contact your credit card company if you would like to confirm your return credit. The return will show up under our company name Nupono.
What happens if I paid cash or check?
If you paid your stylist cash or check, please contact them as they will need refund you directly. As they file for a return credit with us through there order id.
What if I received a product not as described?
We work with several factories directly to make sure you get the best cost for your quality item. We understand sometimes our factories may ship you a wrong item. If you receive any item that is defective, a fake, or not as described, please let us know immediately so we can initiate quality control. We can’t undo the mistakes but we always try to figure how to make it right.
Can I edit, update or cancel my order once it’s been submitted?
Once and order has been placed, we are unable to cancel, update or change any information on the order. We will need to wait to return the intial order so that you can place a new order.
My item is on back order or out of stock! Can I cancel it?
Yes. We’re sorry, sometimes a product sells out quicker than we can produce them. If the item has not shipped we will cancel and issue a full refund. Please contact our Happy team to help you with this.
How do I return a Gift I received?
If you have the order id, please contact customer support for help. We will gladly help you do a return or exchange for resaleable items.
I paid with cash or check for my products. Or bought an item from a stylist at a show or party. Can I return it?
Any items purchased with cash or check needs to be directly followed up with your stylist. Unfortunately, we will not be able to assist with cash or check returns as there is no tracking available for us.
In order to process any order a valid credit card is required for purchase. Therefore your stylist may have used their personal credit card to complete the order. In this case you may need your stylist to manually refund your payment in cash or check to you while we process the order return credit on our side to your stylist.
Is Price adjustment available?
All Sale prices are marked as final sale. At this time, there are no returns or price adjustments for products on previous purchases.
Can I return a customized personalized product?
Any customized, personalized products are non-returnable.
Why did I not receive a refund after I see Refund Completed on the order page?
If you see refund completed or have been sent a return confirmation email. Then we have completed the refund process from our side. Then, the refund process will be followed up by your correspondent bank or card issuer. Some bank or card issuer may need time for fund settlement circles. Normally, it will take 7 to 15 business days for you to get the refund after we have processed your request.
Depending on your issuing bank or billing cycle. If you processed a return but did not see it on the current billing cycle you may have already received credit and will show on your next credit statement. Please contact your credit card company if you would like to confirm your return credit. The return will show up on your statement under our company name Nupono.
Average bank fund timing:
If you are still unable to receive the refund after the timeline above, please directly contact your correspondent bank or card issuer for more information.
Can you expedite the refund process?
We cannot expedite the return process. The refund is processed by bank system automatically and it is not processed manually. Therefore, it is out of scope to expedite the process. We do the best we can on our end but cannot control corresponding banks. Please wait with patience.
My card has been expired or stolen, can you return the money to a new card？
We can issue you in store credit to your account.
In most cases we will return it to the original form of payment and the bank can transfer the credit to the new card number when you call the same credit card issuing bank . Please contact your bank as soon as possible. Your correspondent bank will help you walk through the process.
Can I transfer my refund to a new order?
The refund is processed automatically by the system after the order is finished. To protect your funds, the refund can only be returned to your original form of payment. It is out of our scope to transfer the refund to another transaction.
Do your return customs or Import Taxes?
In the case the products you purchase may need to clear customs in your country.
Please check if your order will incur additional import duties, VAT’s, taxes or any other customs related fees.
Import duties, taxes or other chargers may be collected by the shipping company upon delivery.
Additional costs or delays may occur during international trade.
Still have questions?
Please contact our Happy team at firstname.lastname@example.org, and our associates will be glad to be at your service! If you would like immediate assistance please utilize our live chat service.