At Nanous, we always strive to ensure your purchase reaches you in perfect condition; however, we know that sometimes unexpected issues arise. Don't worry—if this happens, we are committed to resolving the problem as quickly and effectively as possible. Here are a few things to keep in mind:
Returns.
Our return policy covers a 5-day period. Unfortunately, if 6 days have passed since your purchase, we cannot offer a refund. Our standard product line comes with a 15-day warranty against manufacturing defects. For one-of-a-kind pieces, we accept returns or exchanges but do not offer a warranty; due to the nature of these products, we cannot create an exact replica for replacement.
Returned merchandise must be in new, unused condition and in its original packaging. When packing your return, please ensure you include all original packaging materials (inner and outer shipping boxes) as well as any instruction documents or manuals.
To complete your return, we simply need a receipt or proof of purchase.
We will be unable to process your return if original packaging materials or parts are missing, or if items are not packed correctly to prevent damage to the products and their boxes or packages.
Products are packaged to ensure the safe shipment of all contents. To receive credit for a returned product, the contents must be returned in their original plastic covers and boxes, arranged in a way that prevents damage to the contents or the packaging.
Please contact us to obtain a return authorization number. Shipping costs are non-refundable. The customer is responsible for the cost of insured shipping back to our warehouse.
If you prefer, your return can be issued as store credit via an online discount coupon.
Damage to the exterior of the shipping box
If a package is damaged during shipping and the damage is evident upon arrival at your door, REFUSE the delivery. If you have already accepted a package and subsequently discover damage, call us immediately. We will handle it from there. Please be sure to keep all paperwork and packaging materials along with the damaged goods; the carrier may wish to inspect them before processing the claim. Do not return merchandise damaged during shipping on your own; doing so could jeopardize your claim and prevent you from receiving credit for the return.
Defective merchandise
If you receive defective merchandise, please call us for return instructions. In most cases, we will accept returns and make the necessary adjustments.
Lost boxes
If you believe a box has been lost in transit, please call or email [email protected] with the order or invoice number and a list of the missing items. If the carrier does not show delivery within 10 days of the scheduled delivery date, a credit for the missing merchandise will be issued once the carrier's investigation is complete.
Missing parts
If you receive merchandise that is missing a part, please contact us. We will ensure the part is sent to you from our stock, as appropriate.
Late or missing refunds
If you have not yet received a refund, please contact us. Please note that it may take some time for the refund to be officially reflected in your account.
Processing time is often required before a refund appears.
Shipping
To return your product, you must mail it to: Mpio. de Tultitlán 71, Izcalli Cuauhtémoc III, Metepec, México, CP 52176.
You are responsible for the shipping costs to return your item, though we will help you find the most affordable way to do so. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping may be deducted from your refund.
Depending on where you live, the time it takes to receive your product exchange may vary.
Mexico
United States