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Refund Policy
Effective: June 25, 2026
This Refund Policy applies to purchases made directly through thenagaia.com ("the Site"). By placing an order, you agree to the terms outlined below. Purchases made through third-party retailers or marketplaces (including but not limited to Amazon, TikTok Shop, Walmart, or other platforms) are governed by the return policies of those respective platforms and are not covered by this policy.
100-Day Satisfaction Promise
NAGAIA® stands behind the quality of its products. If you are not satisfied with a purchase, you may contact us within 100 days of the delivery date to request a review. All refund and replacement requests are subject to review and approval by NAGAIA® at its sole discretion.
This promise is a voluntary commercial commitment and does not constitute a warranty. It does not override or limit your statutory consumer rights under applicable law.
Damaged, Defective, or Incorrect Items
If you receive an item that is damaged in transit, defective, or does not match your order, you must notify us within 7 days of delivery by emailing support@thenagaia.com with your order number and photographic evidence. Reports submitted beyond this window may not be eligible for resolution. We will respond within 1 business day and, upon verification, arrange a replacement or refund at our discretion.
Product Satisfaction Concerns
If you are dissatisfied with the performance or results of a NAGAIA® product, contact us within 100 days of delivery with your order number and a photo. Our team will assess the situation and determine the appropriate resolution, which may include application guidance, troubleshooting support, product recommendations, or a refund.
NAGAIA® dip powder products are skill-based and require practice for optimal results. Common first-application issues such as uneven coating, air bubbles, and lifting are typically technique-related. We encourage customers to consult our tutorials and application guides before submitting a refund request for results-related concerns. NAGAIA® reserves the right to offer troubleshooting support as a first resolution step.
Color Differences
Color perception varies depending on display settings, ambient lighting, application technique (including number of coats), and individual perception. Minor variation between on-screen appearance and the received product is inherent to all colored cosmetic products and does not constitute a product defect. NAGAIA® provides two types of color reference on product pages — a Color Swatch and a Plain Powder Texture — as guidance only. If the product label does not match the item ordered, this constitutes a fulfillment error and will be corrected.
Refund Method
Unless otherwise requested in advance, approved refunds are issued as NAGAIA® store credit, available immediately for use on the Site. If you prefer a refund to your original payment method, you must notify us before the refund is processed. Once a refund has been issued as store credit, it cannot be converted to a payment method refund. Refunds to original payment methods are typically processed within 5–7 business days; actual posting times depend on your financial institution.
Non-Refundable Charges
A flat $9.99 USD shipping and handling fee is non-refundable on all orders, except in cases where the issue was caused by a NAGAIA® fulfillment error (incorrect item shipped, product damaged prior to carrier handoff, or missing items). In such cases, the full order amount including shipping and handling will be refunded.
Product Returns
When a refund or replacement is approved by NAGAIA®, you are not required to return the product unless specifically requested. NAGAIA® reserves the right to request photographic evidence or product return in individual cases as part of the review process.
Exclusions
The following are not eligible for refund under this policy:
- Requests submitted beyond the applicable timeframes stated above
- Products purchased from third-party retailers or marketplaces
- Claims based solely on color differences where the product label matches the order (see Color Differences section)
- Bulk, wholesale, or custom orders (handled case-by-case)
Abuse & Fraud
NAGAIA® reserves the right to limit, decline, or condition refund requests where patterns of behavior suggest misuse of this policy. This includes but is not limited to excessive refund frequency, inconsistent or unverifiable claims, and requests that do not align with normal product usage. NAGAIA® may, at its discretion, restrict future purchases or modify the terms of the satisfaction promise for individual accounts.
Dispute Resolution
If you are not satisfied with the outcome of a refund request, you may contact us at support@thenagaia.com to escalate the matter. We are committed to resolving disputes fairly and in good faith. For unresolved disputes, the laws of the State of Delaware, United States, shall govern this policy, without regard to conflict of laws principles.
Limitation of Liability
NAGAIA®'s total liability in connection with any refund claim shall not exceed the amount paid by the customer for the specific items in question. NAGAIA® is not liable for indirect, incidental, consequential, or punitive damages arising from product use or the refund process.
Policy Changes
NAGAIA® reserves the right to update this Refund Policy. Any changes will apply to orders placed after the updated policy takes effect. The version in effect at the time of your order applies to that transaction.
Contact
For refund or return inquiries: support@thenagaia.com