Menu
Your Cart

Refund & Exchange Policy

A. Return

  • Navida Store provides returns for all items (except for specifically stated non-returnable items).

  • Customers may apply for the return request of the purchased item if applicable. Please ensure that the item is in accordance with the Return Policy.

  • Items must be shipped back to the Vendor at any time within fourteen (14) calendar days after the date the products are received by the customer. However, if the customer did not receive the goods because of absence from the delivery destination address or failure to input the correct address, that date would be the date on which the delivery attempt was first made. Please note that the customer must ship the goods to a location designated by the Vendor within three (3) days after the return request is raised to Navida Store.

  • Goods are eligible for return according to as per below:

  • Reason(s)

  • Damaged Product

  • Defective Product

  • Wrong Size (Fashion Items Only, includes Footwears)

  • Product Not as Advertised

  • Wrong Item Delivered

  • Missing Parts / Items

  • *Please note that Condition(s) must be met prior to submitting a return request which covers the following criteria(s):

  •  Items must be in their original condition (tag intact, unworn, unwashed, and unaltered). 

  • Complete Set (Include Accessories and In Original Packaging); Tags & Labels Attached; Not Damaged; New Condition. 

  • All returns which do not meet the above-mentioned criteria will be strictly declined and forfeited.

  • The item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods. Please keep the tracking code with you in case we shall need them for reference.

  • The Return department will get back to you once a return item is received by us and we will email your credit voucher once the item is received. This normally takes 2-3 working days.

  • Due to hygiene purposes, below are the list of non-returnable but not limited to items includes:

  • Items classified as hazardous materials or use flammable liquids or gases (contact the manufacturer directly for service, warranty, return, and refund information)

  • Any product missing the serial number

  • Downloadable software products

  • Gift cards (except as required by law)

  • Prepaid game cards (World of Warcraft, Xbox 360 Live, Wii Points, etc.)

  • Some jewellery orders

  • Some health and personal care items

  • Fresh flowers and live indoor plants

  • Open software

  • Baby Soother, Baby Bottles, Breast Pump

  • Breast Pads & Nipple Shields

  • Condoms, Lubricants

  • Cosmetic Products, Skin Care Products, Brushes, Related Make-Up Tools

  • Ear Plugs / Earphones / Earbuds

  • Earrings / Studs

  • Food & Beverage Items

  • Fragrances

  • Men and Women’s Undergarments

  • Swimming Trunks, Swimsuits and Bikinis


B. Refund 

  • Please take note that the return item(s) needs to be returned to our vendor within fourteen (14) calendar days

  • Navida Store reserves the rights to withhold any refunds if your original item has not reached our vendor.

  • Customers are required to return the item(s) via Standard Courier

  • An evaluation process may take 2 -3 business days or more, depending on case-by-case basis

  • A refund process is successful after item has undergone an evaluation process by the dispute team.

  • Customers will be notified by email / SMS / app alerts once the evaluation is completed

  • If you opt for a refund via your original payment method, the refund value will be apportioned according to the amount paid via store credits.

  • Voucher codes cannot be re-issued and are non-refundable. If you return an item which was purchased using a voucher code, only the final paid price (after discount) will be refunded via store credit.

  • Any refunded store credit that is used on a new order (including exchange orders), can only be refunded as store credit - even if a different refund method is selected.


C. Warranty 

  • The warranty policy is by the terms and conditions of respective vendors.

  • Navida Store will provide the warranty service based on vendor's/principal’s given period - 3 or 6 months, 1 year, or more than 1 year.

  • To claim the warranty, the customer must return the product back to the respective vendor; at his / her own cost. The return of the re aired/corrected product to the customer will also be at the customer's own cost.

  • Kindly email us (customercare_navidastore.com.my) first before shipping anything back to the seller, so that we can provide you with complete return instructions.

  • For exchange or warranty purposes, the customer needs to include the receipt/ invoice and provide the following details: Order No, Invoice No, Name, Contact No, Product to exchange, Faulty Reason.


D. Exchange

  • Returned product(s) needs to be returned to our vendor within fourteen (14) calendar days. Product exchange (subject to availability of stock) if:

  • The product has an actual 'Manufacturer's Defect’

  • The packaging and all its original content is complete and in good condition

  • The product is accompanied with original receipt

  • Customer needs to provide proof of invoice/ receipt within 14 days of the date of Invoice.

  • Navida Store reserves the right to withhold any refunds if your original item has not reached us or the vendor

  • In the event of a faulty/ wrong product, customers are required to return the item(s) via Standard Courier; at his / her own cost. The return of the product to the customer will be borne us or vendors.

  • Kindly email us (customercare_navidastore.com.my) first before shipping anything back to the vendor, so that we can provide you with complete return instructions.

  • The evaluation process might take 2-3 business days or more, depending on a case-by-case basis.