Refund policy

Important Customised, personalised, and made-to-order products are non-refundable and non-returnable once production has started. If an item is defective or incorrect compared to your approved order, we will offer a replacement or refund after verification.

Last updated: 01 JAN 2026

1) Custom & Made-to-Order Items

Once your design, size, and quantity are approved and production begins, we are unable to accept returns or refunds for custom items.

  • Items with custom designs, logos, names, or sizing
  • Bulk or corporate orders
  • Special colour/material requests

2) Defective or Incorrect Items

If you received an item that is defective or incorrect compared to your approved order, we will offer a replacement or refund after verification.

  • Notify us within 7 days from delivery/collection
  • Item must be unused, unwashed, and in original condition
  • Provide clear photos/videos showing the issue

3) Non-Refundable Situations

  • Change of mind
  • Wrong size selected by customer
  • Minor colour variations due to screen differences
  • Printing/position variations within industry tolerance
  • Orders that match approved mockups, samples, or digital proofs

4) Order Approval Responsibility

Customers are responsible for verifying artwork, spelling, sizing, quantities, and all order details before final approval. Once approval is given and production starts, changes may not be possible and approved details will be treated as final.

5) Refund Processing

  • Approved refunds are processed within 7–14 working days
  • Refunds are made to the original payment method
  • Processing times may vary depending on your bank/payment provider

6) Sale & Clearance Items

Sale, promotional, and clearance items are final and non-refundable unless defective.

7) How to Request a Return or Refund

Please contact us with your order number, issue description, and clear photos/videos for verification.

  • Email: enquiries@nanyangexpress.org
  • WhatsApp / Phone: +65 8312 2641 / +60 11 1298 2019

8) Policy Updates

Nanyang Xpress Pte Ltd reserves the right to update or modify this policy at any time without prior notice.

Note: This policy is provided for general ecommerce use and does not constitute legal advice.