Refund and Returns Policy – NILOOCITY

Effective Date: April 17, 2025

At NILOOCITY, we want you to love your new hat. If you’re not completely satisfied with your purchase, we’ve made it easy for you to return or exchange items. Our Refund and Returns Policy ensures a hassle-free process, making your shopping experience with us seamless and convenient. Please read the following guidelines carefully to understand our return and refund process.

1. Return Process

If you are not satisfied with your purchase, you may return the item within 30 days of receiving it. To be eligible for a return, the following conditions must be met:

  • The item must be in unused, unworn, and original condition.

  • All tags and packaging must be intact and returned along with the item.

  • You must provide the original proof of purchase, such as an order confirmation or receipt.

How to Return an Item:

  1. Contact Customer Service: To initiate the return process, contact us at info@niloocity.com or call (626) 301-0212. Our team will guide you through the return process and provide you with a Return Authorization.

  2. Pack Your Return: Carefully pack the item in the original packaging, if possible. Ensure the item is in new, unused condition with all original tags attached.

  3. Ship the Return: Once you receive the return instructions, send the item back to the provided address. Customers are responsible for return shipping costs unless the return is due to an error on our part (e.g., defective or incorrect item).

  4. Return Processing Time: Once we receive the returned item, we will inspect it. You will receive your refund or exchange within 7-10 business days of us receiving the item.

2. Refunds

We offer full refunds for eligible returns within 30 days of purchase. Refunds will be issued to the original payment method, minus any shipping charges.

  • Shipping Fees: Shipping fees are non-refundable, unless the return is due to our error (e.g., you received the wrong or defective item).

  • Refund Processing: Refunds may take 5-10 business days to appear on your account, depending on your payment provider.

  • Partial Refunds: If the returned item is not in its original condition (e.g., it shows signs of wear or damage), we reserve the right to issue a partial refund based on the condition of the item.

3. Exchanges

If you would like to exchange an item for a different size, color, or style, we offer exchanges within 30 days of purchase. Please follow the return process above and once we receive the returned item, we will ship the replacement item to you.

  • Shipping for Exchanges: The customer is responsible for the return shipping costs unless the exchange is due to a defect or mistake made by NILOOCITY.

If the item you wish to exchange is out of stock, we will either issue a refund or allow you to select an alternative product.

4. Non-Returnable Items

The following items are non-returnable:

  • Gift Cards or similar items.

  • Final Sale items or products marked as non-returnable at the time of purchase.

  • Items that have been used, worn, or altered in any way.

Please review product descriptions carefully to ensure eligibility for return before purchasing.

5. Defective or Damaged Items

If you receive a defective or damaged item, please contact us immediately at info@niloocity.com or call (626) 301-0212. We will arrange for a replacement or a full refund at no extra cost to you. We may request photos of the defective or damaged item to help us process the return more efficiently.

6. Order Cancellations

You can cancel an order only if it has not yet been processed or shipped. If your order has already been processed or shipped, you will need to return the item once it arrives. Please refer to our Refund and Returns Policy for more information on how to process a return after receiving your order.

7. International Returns

For international customers, we accept returns within 30 days of receiving your order. The customer is responsible for the return shipping costs, and any additional customs fees, taxes, or duties incurred during the return process. We recommend using a trackable shipping service to ensure the safe return of your item.

8. Contact Information

If you have any questions or need assistance with your return, exchange, or refund, please don’t hesitate to reach out to us:

  • Email: info@niloocity.com

  • Phone: (626) 301-0212

  • Address: 2760 Royal Oaks Dr, Duarte, California (CA)

Our customer service team is available Monday to Friday, 9 AM to 6 PM PST, and is happy to assist with any inquiries.