At Ngaos, we truly hope that every product you receive brings joy and becomes a meaningful companion on your journey. Each order is carefully prepared and packed with love.
Please read our refund and return policy below before making a purchase.
Returns
We only accept returns or replacements if:
- An incorrect item was sent by our team.
- The product has a manufacturing defect.
Return requests must be submitted within 3 days of receiving your order.
Returned items must be unused, in their original condition, and in their original packaging.
Shipping Damage
Once your order has been handed over to the shipping carrier, responsibility for the delivery process lies with the courier.
Ngaos is not responsible for damage, loss, or delays caused during shipping. If your package arrives damaged, we recommend contacting the shipping carrier directly to file a claim.
To help with the claim process, we are happy to provide proof of shipment or any supporting information if needed.
Non-Returnable Items
We do not accept returns or refunds for:
- Change of mind.
- Incorrect product selection by the customer.
- Products that have been used, written in, or damaged after delivery.
- Damage caused during shipping by the courier.
- Digital products (if applicable).
- Gift cards (if applicable).
Refunds
Once your return request has been approved and the item has been received and inspected, we will process your refund.
Refunds will be issued to the original payment method used during purchase.
Please allow 5–10 business days for the refund to be completed, depending on your payment provider.
Shipping fees are non-refundable unless the error was caused by Ngaos.
International Orders
For international orders, customers are responsible for any customs duties, taxes, or import fees required by their country.
If an item is returned due to unpaid customs fees or an incorrect shipping address provided by the customer, shipping costs are non-refundable.
Quality Promise
Every Ngaos product is carefully inspected before shipping. Minor variations in color, texture, or paper appearance may occur due to the printing process and natural materials. These variations are not considered defects but part of the unique character of each product.
Need Assistance?
If you have any questions regarding your order or this policy, we’re happy to help.
📧 Email: ngaosbook@gmail.com
or
📱 WhatsApp: +62 888 1246 137
We aim to respond within 1–2 business days.