Refund Policy

Last Updated: June 10, 2026

1. Our Return Philosophy

At Namayah, we take immense pride in the quality and craftsmanship of every product we create. Each piece is handcrafted by skilled artisans using time-honored techniques and premium materials, ensuring that it meets the highest standards of excellence. We understand that purchasing handcrafted luxury items online requires trust, and we are committed to making your experience as seamless and satisfying as possible. Our refund and return policy is designed to protect your investment while respecting the artisanal nature of our products.

2. Eligibility for Returns

You may request a return or refund under the following conditions:

• The product arrived damaged or broken during transit. You must report the damage within 48 hours of receiving the shipment, accompanied by clear photographs of the damaged product and its packaging.
• The product received is significantly different from what was described on our website at the time of purchase. This includes incorrect items, wrong sizes, or products that substantially differ from the listed specifications.
• The product has a manufacturing defect that was not visible at the time of purchase and has appeared under normal use within the warranty period.
• Your order was cancelled by Namayah before shipment for any reason, including stock unavailability.

3. Non-Returnable Items

Due to the handcrafted and artisanal nature of our products, the following items are not eligible for return or refund:

• Custom-made or personalized products that were created specifically to your specifications, including custom engravings, bespoke sizes, or made-to-order designs.
• Products showing signs of use, wear, or damage caused by improper handling, cleaning, storage, or maintenance not in accordance with our care instructions.
• Natural variations in color, texture, grain, or finish that are inherent to handcrafted goods and natural materials such as wood, copper, and brass. These variations are not defects but rather characteristics that make each piece unique.
• Products returned after 7 calendar days from the date of delivery. Returns must be initiated within 7 days of receiving your order.

4. How to Initiate a Return

To initiate a return, please follow these steps:

1. Contact our support team by emailing us or using the contact form on our website. Include your order number, a description of the issue, and photographs supporting your claim.
2. Receive a Return Authorization — Our team will review your request within 2 business days and, if approved, will provide you with a Return Merchandise Authorization (RMA) number and return shipping instructions.
3. Pack the item securely in its original packaging, including all accessories, certificates of authenticity, and documentation that came with the product. Products returned without original packaging may be subject to a restocking fee.
4. Ship the item using the carrier and method specified in the return instructions. You are responsible for the return shipping cost unless the return is due to our error or a defective product.

5. Refund Process

Once we receive your returned item, our quality assurance team will inspect it within 5 business days. Upon verification that the return meets our policy requirements, we will process your refund as follows:

• Full refund — Issued for damaged, defective, or incorrectly shipped items. The refund will include the product cost and original shipping charges.
• Partial refund — May be issued for items returned in a condition different from how they were shipped, missing original packaging, or showing minor signs of handling.
• Refund method — Refunds will be processed to the original payment method used for the purchase. Please allow 7-14 business days for the refund to appear on your statement, depending on your bank or payment provider.

6. Exchanges

We currently do not offer direct exchanges. If you would like a different item, size, or variant, please return the original item for a refund and place a new order for the desired product. This ensures the fastest possible resolution and avoids inventory conflicts. For wholesale partners, exchanges may be arranged through your account manager.

7. Wholesale Orders

Wholesale orders are subject to the terms and conditions outlined in the wholesale partnership agreement. Returns and refunds for wholesale orders may have different timelines, conditions, and processes as specified in the individual agreement. Please refer to your wholesale contract or contact your account manager for specific return and refund procedures applicable to your partnership.

8. Contact Us

If you have any questions about our Refund Policy or need assistance with a return, please do not hesitate to contact our customer care team. We are here to help and are committed to resolving any issues promptly and fairly, ensuring that your experience with Namayah exceeds your expectations.