Refund policy

By placing an order, you acknowledge and agree to this policy.

💫 Refund & Return Policy – Nala Stars Gifts

At Nala Stars Gifts, every order is hand-packed with love and excitement.

Because our products are surprise-based and individually curated, all sales are final.

Please read our policy carefully before placing your order.

 

🎁 No Returns or Exchanges

Due to the mystery and surprise nature of our products (such as Lucky Scoop, Mystery Boxes, or Gift Bundles), we do not accept returns, refunds, or exchanges once an order has been shipped.

Each scoop or mystery item is randomly selected, and variations are part of the experience — this uniqueness makes every unboxing special ✨.

Preview or packing videos are provided for enjoyment and transparency, and do not constitute grounds for cancellation or refund.

Please make sure you understand and agree to this before completing your purchase.

 

🛠️ Damaged or Incorrect Items

We take great care in packaging each order, but if your item arrives damaged, defective, or incorrect, please contact us within 7 days of delivery at

📧 nalastars.gift@gmail.com

To help us resolve the issue quickly, please include:

  • Your order number

  • A brief description of the issue

  • Clear photos or videos of the damaged or wrong item

We will assess the situation and offer a replacement or partial refund if applicable.

 

🚫 Non-refundable Circumstances

We cannot offer refunds or replacements in the following cases:

  • Change of mind after purchase

  • Items that have been opened or used

  • Items returned without prior approval

  • Delays caused by postal services or customs clearance

 

⚠️Delivery Issues & Courier Responsibility

We are not responsible for delivery delays caused by customs, courier services, or circumstances beyond our control.

In the rare event that a parcel is lost or damaged in transit, we will assist the customer in opening an investigation with the courier. Any refund or replacement will be handled in accordance with the courier’s investigation outcome and applicable parcel protection or insurance coverage.