Refund policy

The ninety-day promise

Buy NAPE, use it as directed, and if your hair has not changed in ninety days we will refund what you paid. Opened, half-empty, all three bottles gone — it does not matter. We ask you for ninety days because that is roughly how long a hair cycle takes, so it would be absurd to then ask for the bottles back untouched.

You do not need to send anything back. There is nothing to package, no return label to print and no return address to post to. Keep the bottles or dispose of them, whichever you prefer.

How to claim

Email info@getnape.com from the address you ordered with, or include your order number. Tell us it did not work for you. You do not have to justify it or send photographs.

Claims must be made within 120 days of the delivery date — that is the ninety-day course plus a month of grace. After that the order is outside the guarantee.

One claim per customer

The guarantee covers a customer once. If we refund you, that is the end of the arrangement, and later orders from the same person, email address, payment method or delivery address are not covered by it. This is not us being difficult — a guarantee that requires nothing back has to be bounded somewhere, and we would rather it be bounded honestly and in writing than quietly refused later.

Nothing in this section limits your rights where damaged, faulty or incorrect goods are concerned. Those are covered separately below and are not counted as a guarantee claim.

Damaged, wrong or missing orders

If your order arrives damaged, if you receive the wrong item, or if the parcel does not turn up at all, that is our problem to fix and not a guarantee claim.

Contact us at info@getnape.com within 30 days of delivery, or within 30 days of the estimated delivery date if the parcel never arrived. Photographs of the damage and the packaging help us resolve it quickly. We will send a replacement or refund you in full, whichever you prefer.

We have to work to that 30-day window because our fulfilment partner does. Please tell us as soon as you notice a problem.

Cancelling or changing an order

Orders go to our fulfilment centre quickly. If you need to cancel or change a delivery address, email us immediately and we will do what we can, but once an order has entered fulfilment we cannot stop it. In that case, wait for it to arrive and use the guarantee above.

We cannot refund orders that fail to deliver because of an incorrect or incomplete address, or that are returned to sender because nobody collected them. Please check your address at checkout.

How refunds are paid

Refunds go back to the original payment method. We process approved refunds within 3 business days. Your bank or card issuer then needs its own time to post the money, usually a further 5 to 10 business days.

If more than 15 business days have passed since we told you a refund was approved and you still cannot see it, email info@getnape.com and we will chase it with you.

Where shipping was free, the refund is of the price you actually paid. We do not charge restocking fees.

Exchanges

We sell a single product in three pack sizes, so there is little to exchange between. If you ordered the wrong pack size, contact us before it ships and we will sort it out. If it has already shipped, the guarantee above covers you.

Where we ship

We currently sell and ship only within the United States, so the European Union's fourteen-day right of withdrawal does not arise on these orders. If we begin selling into the EU we will update this policy before we do.

Questions

Email info@getnape.com. A person reads it.

NAPE is a trading name of MB Emiads, Linkmenų g. 42-259, Vilnius LT-08217, Lithuania.