Returns & Exchanges

At Nahota Kanma, every piece is a unique creation, made specifically for you upon order. We pour our dedication into ensuring precision and quality in every stitch. Your satisfaction is our priority, and we are committed to making things right if an issue arises.

Please note: Due to their made-to-order nature, items are generally not eligible for return or exchange unless there is a confirmed production error or quality defect on our part. We encourage careful review of our size chart and details before ordering.

Returns & Exchanges Overview

7-Day Reporting Window

You have 7 days from the delivery date to report any issues with your order. Please contact us promptly so we can work swiftly to resolve any problems.

What We Cover (Eligible for Free Returns/Remakes/Refunds - We Cover Shipping)

Returns and exchanges are accepted at no additional shipping cost to you if the issue falls under:

  • Production Errors:
    • Garment doesn't match agreed specifications (e.g., wrong style or design as confirmed in your order).
    • Incorrect sizing based on the size you selected from our size chart.
    • Manufacturing defects or significant quality issues.
    • Wrong color or fabric shipped (compared to your order confirmation).
  • Quality Issues:
    • Faulty stitching or construction upon arrival.
    • Fabric defects not visible or disclosed during ordering.
    • Hardware failures (zippers, buttons, embellishments) upon arrival.

What's Not Covered (Not Eligible for Return or Free Exchange)

The following are generally not covered, and items cannot be returned or exchanged at our cost:

  • Change of Mind:
    • Change of mind after production has begun.
    • Preference for a different style or design after ordering.
    • Color looks different than expected on your screen (due to screen variations).
  • Sizing & Fit Issues:
    • Wrong size selected by customer from our size chart.
    • Significant weight or body shape changes between ordering and delivery.
    • Buyer dissatisfaction with fit when the correct size from our chart was produced.
    • Note: We do not accept or work with buyers' personal body measurements. All garments are made according to our standardized size chart only.
  • Wear & Care Related:
    • Normal wear and tear.
    • Damage resulting from improper care, cleaning, or storage.
    • Alterations or modifications done by third parties.
    • Items returned after being worn or used (we are not an alteration service).

How to Start a Return or Report an Issue

Step 1: Contact Us Immediately (Within 7 Days of Delivery)

Please include:

  • Your order number
  • Clear description of the issue
  • Photos/videos of the problem
  • Proof of the issue claimed

Alternatively, for eligible returns, you can initiate a self-serve return directly by logging into your customer account:

Access Your Customer Account

Step 2: We'll Review Your Case

  • Our team will carefully review the photos and details provided.
  • We may request additional information to understand the issue fully.
  • Most issues can be resolved quickly through this review process.

Step 3: Resolution Options (If Eligible)

Once an issue is confirmed as eligible under our policy, we will offer:

  • Remake: We'll create a new, corrected piece for you.
  • Repair: For minor issues, the item can often be professionally repaired.
  • Refund: In cases where a remake or repair isn't possible or suitable, a refund will be processed.

Important: Refunds are only processed after we receive the returned item and confirm the issue.

Step 4: Return Process (If Required)

If a return of the item is necessary (e.g., for remake or refund):

  • Items must be unworn (except for initial try-on), unwashed, and in original condition with all tags and packaging.
  • For eligible returns due to our error, we will arrange and cover the cost of return shipping.
  • The item must be returned to us before any refund or remake is processed.

Exchange Policy

Size Exchanges - Nigeria

If we made an error:

  • Available for confirmed production errors on our part where the wrong size was produced.
  • We cover all shipping costs for the exchange.
  • Replacement will be sent once we receive and confirm the returned item.

If you selected the wrong size:

  • Exchange available only if the item is unworn, unwashed, with original tags and packaging.
  • You are responsible for return shipping costs to us.
  • You are responsible for shipping costs to send the replacement size to you.
  • Exchange will be processed once we receive the item in acceptable condition.
  • Contact us on WhatsApp (+234 916 976 8600) before returning to confirm eligibility.

International Returns & Exchanges

If we made an error:

  • We cover return shipping costs.
  • We will provide a prepaid return label or reimburse documented return shipping costs.
  • Replacement or refund processed once item is received and verified.

If you selected the wrong size or changed your mind:

  • You are responsible for all international return shipping costs.
  • You are responsible for all shipping costs to send a replacement.
  • Item must be unworn, unwashed, with original tags and packaging.
  • International return shipping can be expensive - please contact us for a quote before proceeding.
  • Exchange/refund will be processed only after we receive the item in acceptable condition.
  • We strongly recommend using our Size Recommender tool and contacting us on WhatsApp for sizing help before ordering.

Style Changes

  • Not available once production has begun due to the made-to-order nature of our items.
  • Contact us within 2 hours of placing your order if you need to request a style modification before production starts.

Refund Process

When Refunds Apply

Refunds are typically issued in cases where:

  • Production errors are confirmed and cannot be corrected by remake or repair.
  • Quality issues are confirmed and cannot be resolved to your satisfaction.
  • Significant delays occur beyond our promised production and delivery timeframes (excluding shipping carrier delays).

Critical Refund Requirements

Refunds are only processed when:

  1. ✓ We have received photographic/video proof of the claimed issue
  2. ✓ The item has been physically returned to us and inspected
  3. ✓ The issue has been verified by our quality team
  4. ✓ The item meets return eligibility requirements (unworn, original condition, etc.)

We do not issue refunds before receiving and inspecting returned items.

Refund Currency & Method

  • Refunds are issued in the same currency used for the original payment.
  • If you paid in Naira (NGN), your refund will be in Naira (NGN).
  • If you paid in USD, your refund will be in USD.
  • Refunds will be issued to your original payment method.

Refund Timeline

  • Refunds are processed within 5-7 business days of our receipt and inspection of the returned, eligible item.
  • Original shipping costs are refunded only for orders where a production or quality error occurred on our part.

Partial Refunds

A partial refund may be issued if:

  • Items are returned not in original, unworn condition (beyond initial try-on).
  • Missing original packaging or tags.
  • Signs of wear beyond trying on.

Quality Guarantee

Our Promise

  • Premium materials and expert craftsmanship
  • Every piece undergoes a thorough quality check before shipping.
  • We stand behind the quality and integrity of every item we make.

If You're Not Satisfied

  • Please contact us within the 7-day reporting window.
  • We are dedicated to working with you to find a fair and satisfactory solution. Your satisfaction is our priority.

Care Instructions & Warranty

Proper Care

  • Follow the specific care label instructions provided with your garment.
  • Professional dry cleaning is recommended for delicate or special fabrics.
  • Store your Nahota Kanma pieces properly to maintain their shape and longevity.

Warranty Coverage

  • Manufacturing defects: Covered for 30 days from delivery.
  • Normal construction issues: Covered for 90 days from delivery.
  • Please note, warranty does not cover damage from regular use, improper care, or third-party alterations.

Special Circumstances

Shipping Damage

  • Report immediately upon delivery (within 24 hours).
  • Take clear photos of the damaged packaging and the item itself.
  • We'll file claims with the courier and work to replace your item as quickly as possible.

Lost or Stolen Packages

  • Contact us within 24 hours of the expected delivery date if your package is lost or stolen.
  • We'll investigate with the shipping company. Replacement or refund process depends on the outcome of the investigation.

Custom Requests (Personalized/Bespoke Items)

What is Bespoke? Bespoke refers to items that are custom-designed and tailored specifically to an individual customer's unique specifications, requirements, or design preferences beyond our standard offerings. This includes unique fabric combinations, design modifications, or special embellishments not available in our regular collections.

  • Highly customized or personalized bespoke pieces are generally considered final sale due to their unique nature.
  • We will explicitly discuss and confirm the return policy for such pieces with you before production begins.
  • Extra care is taken during the ordering process to confirm all details and sizing for custom bespoke requests.

Contact Information

For Returns & Exchanges:

What to Include:

  • Order number
  • Clear photos/videos of the issue
  • Detailed description of the problem
  • Your preferred resolution

Prevention is Better

To ensure your Nahota Kanma experience is seamless and delightful:

  • Review our Size Chart carefully - We create garments based on our standardized sizing only.
  • Use our Size Recommender tool - This helps you select the right size from our chart.
  • Contact us on WhatsApp before ordering if you need help choosing your size.
  • Understand we do not work with personal body measurements - All pieces are made to our standard size chart.

We Confirm Everything:

  • Sizing selections that seem unusual.
  • Special requests or modifications.
  • Delivery details and timeline.
  • Any concerns before production.

Because every piece should be as perfect as you imagined.

This policy applies to all orders placed from July 1, 2025. We reserve the right to update this policy with notice.