FAQ - Returns/Refunds


Can I get a refund on my order?

You would be able to return your parcel due to any of the following reasons: 
1. Item is damaged upon receipt, not misuse/mishandling (must be reported within 24 hours upon receiving) 
2. Item is defective
3. Receipt of incorrect item 
4. Item has missing parts (for items requiring assembly)

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Else, returns will regretfully not be accepted. 

Non-returnable items/brands include: 
Health & Personal Care items (Besone and Dr.ForHair) 
Food & Beverages (Owl Coffee and Swanz) 

To complete your return, we would require a receipt or proof of purchase to be attached along with your request. 

The quality evaluation process will be done through images. Once the evaluation is deemed as a valid return, we will arrange a pick-up service at your convenience.

How do I return an item?

Returns are only valid if your item is defective, damaged upon delivery, incorrect item received or missing parts. If your item belong to any of the above, do drop us a message or email us at info@justnile.com.sg and we will advise you from there.

What if I am unsatisfied with the products purchased?

Please contact our Customer Service Team if you should be dissatisfied with your purchase. Unfortunately, we will not be able to accept returns for Change of Mind. We seek for your kind understanding

What if the item is incorrect, defective or damaged upon delivery?

We want to sort out any issues with faulty items straightaway. As soon as you discover a fault, please contact our Customer Service Team at info@justnile.com.sg and our team will then be able to assist you from there

Can I return bundle/promotional items?

We regret to inform that promotional items are not valid for returns, whereas bundle items are only valid for returns IF they are defective or damaged upon delivery

What options can I choose in returning my parcel?

Our current practice would be to arrange a pick-up service with our courier partner

Does JustNile cover the shipment cost for returns?

Yes, returning an item will be free of charge, provided that the return has been approved upon evaluation

How long is the refund process?

The refund process will take about 3-7 working days. We kindly seek your patience in the matter