Refund and Returns Policy

Refund & Returns Policy — Noya Authentic

Last updated: July 21, 2026

At Noya Authentic, we want to make sure you’re happy with every product you purchase. If there’s an issue with your order, please review our return and refund terms below.

1. General Requirements for Return Requests

A return/exchange request can be made if it meets the following requirements:

  • Requests must be submitted within 2×24 hours after the item is received (based on the “delivered” status on the shipping tracking)
  • The item has never been worn, washed, or altered
  • The original price tag and packaging are still attached/available and undamaged
  • The item is clean, free of perfume/cigarette smoke odor, and free of stains
  • Proof of purchase (invoice/order number) and an unboxing video are included (highly recommended to speed up the claims process)

2. Conditions Eligible for Return/Refund

  • The item received does not match what was ordered (wrong color, wrong size, wrong style)
  • The item has a manufacturing defect (loose stitching, damaged fabric, defective print/embroidery)
  • The item was received damaged due to shipping (please document with photos/video during unboxing as evidence for a claim with the courier)
  • The quantity of items received does not match the order

3. Conditions NOT Eligible for Return/Refund

  • Personal dislike of the color/style after receiving the item (not due to our error), unless agreed upon as a size exchange
  • The item has already been worn, washed, ironed, or exposed to perfume or other scents
  • Damage due to customer negligence (improper washing, tearing from use, etc.)
  • Items categorized as flash sale, clearance sale, or final sale discounted products — as indicated on the product page
  • Requests submitted after the 2×24 hour window from the time the item was received

4. How to Submit a Return/Refund Request

  1. Contact our customer service via WhatsApp/Email, including your order number and reason for the return
  2. Attach photos/video of the item’s condition as supporting evidence
  3. Our team will review your request within 1×24 business hours
  4. If approved, you will be instructed to ship the item back to the address we provide
  5. Once the returned item is received and verified to match its original condition, the exchange/refund process will proceed

5. Return Shipping Costs

  • If the return is due to our error (wrong item shipped, manufacturing defect), the return shipping cost will be covered by Noya Authentic
  • If the return is due to a customer request (e.g., wanting to exchange for a different size), the return shipping cost is borne by the customer

6. Refund Process

  • Refunds will be issued through the same payment method used in the original transaction (via the Midtrans system), according to the payment method selected by the customer
  • Estimated refund processing time: 3–7 business days after the returned item is verified, depending on the policies of the relevant bank/payment provider
  • For size/style exchanges, the replacement item will be shipped once the original returned item is received and verified

7. Contact for Return/Refund Claims

To submit a return or refund request, please contact us via:

  • Email: noya.authentic@gmail.com
  • WhatsApp/Contact: +62 852-1213-0718
  • Website: noyaauthentic.com

This policy forms an integral part of the Noya Authentic Terms & Conditions and Privacy Policy.