Refund policy

At Naro, we want you to receive your order in perfect condition. This Return & Refund Policy explains the conditions under which a return or refund may be requested.

1. Eligibility for Return or Refund

A return or refund request will only be considered if the product is received:

  • Damaged or physically defective

  • Broken or unusable due to damage during transit

  • Significantly different from the product ordered

  • With missing components that were supposed to be included in the package

Change of mind, incorrect product selection, or simply not liking the product does not qualify for a return or refund unless otherwise approved by Naro.

2. 48-Hour Reporting Period

All return or refund requests must be submitted within 48 hours of delivery of the order.

Requests submitted after 48 hours from the recorded delivery time will not be considered.

The delivery date and time recorded by the shipping/logistics partner will be treated as the official delivery time.

3. Mandatory Unboxing Video Requirement

For a return or refund request to be considered, the customer must record a continuous, clear video of the complete package from the moment it is received until the product has been fully unpacked.

The video must:

  1. Show the entire shipping package from all angles before opening it.

  2. Clearly show the shipping label and package condition.

  3. Show any visible damage, dents, tears, tampering, or other abnormalities on the package.

  4. Record the complete opening/unpacking of the shipping package.

  5. Continue recording while the product is removed from the package.

  6. Clearly show the product and all included components from all relevant angles.

  7. Clearly demonstrate the condition of the product immediately after unpacking.

  8. Be continuous and unedited so that the condition of the package and product can be verified.

Important

The complete video is mandatory.

If the customer does not provide a video covering both the package from all angles and the complete unpacking process, the return/refund request will not be considered.

Photos alone will not be accepted as a substitute for the required unboxing video.

An edited, cut, incomplete, or otherwise altered video may also be rejected if Naro is unable to verify the condition of the package and product at the time of opening.

4. How to Request a Return or Refund

Customers must contact Naro within 48 hours of delivery and provide:

  • Order number

  • Reason for the return/refund request

  • Clear description of the issue

  • Complete unboxing video meeting all requirements mentioned above

  • Additional photographs/videos if requested by Naro

Naro may request additional information or evidence to assess the claim.

5. Verification and Approval

Submitting a return/refund request does not automatically guarantee approval.

Each request will be reviewed by Naro based on the information and evidence provided. Naro may reject a request if:

  • The request is submitted after 48 hours of delivery.

  • The required unboxing video is not provided.

  • The video does not show the package from all angles.

  • The video does not show the complete unpacking process.

  • The video is incomplete, edited, or unclear.

  • The issue cannot be reasonably verified.

  • The product has been damaged after delivery due to misuse, improper handling, modification, or normal wear and tear.

  • The requirements of this policy have otherwise not been fulfilled.

6. Return Process

If a return is approved, Naro will provide instructions for returning the product.

Customers should not ship a product back without receiving return instructions from Naro.

The product must be returned in the condition specified by Naro, along with all required components and packaging where applicable.

7. Refunds

Once an approved return is received and inspected, Naro will determine whether the product qualifies for a refund.

If approved, the refund will be processed to the original payment method or through another method communicated by Naro.

Refund processing and the time taken for the amount to reflect in the customer's account may vary depending on the payment provider or bank.

8. Exchanges

Where applicable, Naro may offer a replacement instead of a refund for products that are confirmed to have been damaged or defective.

The availability of a replacement will depend on stock and the specific circumstances of the claim.

9. Fraudulent or Misleading Claims

Naro reserves the right to reject claims where there is evidence of misuse, intentional damage, fraudulent activity, manipulation of evidence, or misleading information.

Naro may also restrict future returns or refunds where repeated fraudulent or abusive claims are identified.

10. Policy Acceptance

By placing an order with Naro, the customer acknowledges and agrees to the terms of this Return & Refund Policy, including the mandatory 48-hour reporting period and complete unboxing-video requirement.

Naro reserves the right to review each return/refund request individually and make the final determination regarding eligibility in accordance with this policy.