Return and Refund Policy

At NISO, we want you to love your purchase. If an item does not meet your expectations, we offer a structured, premium exchange and return process within our global return window. For any questions, please contact our concierge team at shop@niso.ua.

1. Eligibility & Return Window

• Return Window: All international returns or exchanges must be initiated within 21 days from the confirmed delivery date of your package.
• Luxury Condition Standards: To qualify for a full refund or exchange, items must be entirely unused, unwashed, undamaged, free of perfumes, cosmetics, or deodorant stains, and returned in their pristine original condition with all original tags, labels, and packaging completely intact.

2. The Return Process

• How to Initiate: To request authorized return instructions and routing, please contact our support team at shop@niso.ua or via WhatsApp/Viber at +380677080770. Please do not send items back without receiving prior authorization.
• Return Shipping Costs: International customers are fully responsible for all return shipping fees and logistics arrangements, except in the rare event of receiving a defective or incorrect item.

3. Financial Refunds

• Processing Time: Financial refunds are issued directly back to your original payment method within 3–5 business days after our facility receives, inspects, and approves the returned item's condition. Please note that credit card issuers may require additional days to post the transaction to your account.
• Non-Refundable Fees: Original shipping costs, customs duties, and international import taxes incurred during the initial purchase are strictly non-refundable.

4. Exchanges & Product Availability

• Exchanges: Product exchanges are subject to stock availability. If your requested size or item is sold out, we will issue a financial refund or provide store credit, depending entirely on your preference.

5. Defective or Incorrect Items

• Reporting Damage: Please inspect your garments immediately upon arrival. If you receive a defective, damaged, or incorrect item, notify us within 48 hours of delivery. NISO will fully cover all subsequent logistics costs and provide a prepaid return label to arrange a priority replacement or a full refund.

6. Refusal of Delivery

• Deductions for Refused Packages: If you refuse delivery of an international order due to local customs fees or duties, you remain responsible for the original shipping cost, the return freight cost, and any duties levied. These accumulated amounts will be directly deducted from your final refund total.

7. Order Cancellations

• Before Processing: You may request an order cancellation before it enters the dispatch phase by emailing shop@niso.ua. Successfully canceled orders are fully refunded within 3–5 business days. Once an order has been dispatched from our facility, it cannot be canceled and must be processed as a standard return.

NISO reserves the right to amend this Return and Refund Policy at any time. All updates will be published on niso.ua and will apply to subsequent orders.