Refund policy

Order Cancellations & Processing Fees We understand that plans can change. However, once an order is placed, we incur non-refundable processing fees and labor costs. The following tiered cancellation policy applies:

  • Standard Cancellation (Before Processing): If you request to cancel your order before it has been processed, a 7% processing fee will be deducted to cover non-refundable payment provider fees.

  • Custom / In-Process Orders: For custom-made products (including custom character scoops), once the selection or filming process has begun, a 15% fee will apply to cover labor and materials.

  • Shipped but Interceptable: If your order has been dispatched but is still in a stage where we can successfully intercept it from the carrier, a 30% processing fee will be deducted from your refund to cover the logistics handling and restocking costs.

  • Shipped & Non-Interceptable: If the package is already in transit and cannot be intercepted, the order cannot be cancelled. In this case, please refer to our Return Policy after you receive the item.

Damages, Defects, and Order Issues Please inspect your order immediately upon reception. If the item is defective, damaged, or if you receive the wrong item, you must contact us at support@nanabossshop.com within 48 hours of delivery so that we can evaluate the issue and make it right.

  • Mandatory Evaluation Requirement (Unboxing Video): To protect both parties and prevent fraudulent claims in international commerce, all claims regarding damaged, defective, missing, or incorrect items MUST be accompanied by a complete, unedited, and clear unboxing video. This video must start from the fully sealed, unopened original shipping package/bag, showing the shipping label clearly, and continuously film the opening process until the item and its defect are revealed.

  • Without a valid, unedited unboxing video, our workshop team will be unable to verify the defect, and Nanaboss reserves the right to deny any free return, replacement, or refund requests.

Returns & International Shipping Costs We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

  • Return Process: To start a return, you can contact us at support@nanabossshop.com. Items sent back to us without first requesting a return will not be accepted.

  • Return Shipping Allocation: Return shipping costs are the sole responsibility of the customer, unless the item is verified as defective or incorrect through a valid unboxing video.

  • Cross-Border Logistics Disclaimer: For international returns (outside of China/EU), the customer is fully responsible for arranging secure shipping, paying all international freight fees, and bearing all customs duties or import taxes upon the package re-entering our warehouse destination. Nanaboss is not liable for packages lost, delayed, or seized by international customs during the return process.

Exceptions / Non-Returnable Items Certain types of items cannot be returned or refunded under any circumstances:

  • Custom & Personalized Products: Any custom-made products, personalized items, or custom character scoops/selections.

  • Digital & Service Add-ons: The fee for the Social Media Packaging Video (add-on service) is completely non-refundable once the video has been filmed or processed.

  • Sale Items & Gift Cards: We do not accept returns on sale items, promotional items, clearance items, or gift cards.

Exchanges The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union Right of Withdrawal If you are located in the European Union, you have the right to cancel or return your order within 14 days of receiving the last item in your order, for any reason and without justification.

  • How to start a request: You can initiate a return or cancellation directly through your account at https://account.nanabossshop.com, or by contacting us at support@nanabossshop.com.

  • Cancellations: You may cancel your order at any time before it has been fulfilled, free of charge. The cancellation fees listed elsewhere in this policy do not apply to EU customers exercising their right of withdrawal within the 14-day period.

  • Returns: To be eligible, your item must be in the same condition as received — unworn or unused, with tags, and in its original packaging. You'll also need your receipt or proof of purchase. Approved returns should be sent to: [INSERT EU RETURN ADDRESS OR CHINA DESTINATION]

  • Return shipping: Return shipping costs are the responsibility of the customer unless the item is defective or incorrect.

  • Refunds: Once we receive and inspect your return, we will process your refund within 14 days. You will be refunded to your original payment method, including the standard outbound shipping cost you paid. Please note that additional or express shipping costs are not refundable.

  • Exemptions: The right of withdrawal does not apply to custom-made or personalized items, perishable goods, or items that have been unsealed after delivery for hygiene reasons.

Refunds We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us at support@nanabossshop.com.