Refund policy

1. Overview

All of our products are made-to-order. Because of the nature of our products, we do not accept returns or offer refunds for change of mind, incorrect selection, or customer errors.

However, we take full responsibility if there is an issue with your order.

2. Damages, Defects, Incorrect Items or Missing Orders

Please inspect your order upon receiving it.

If your item is:

Damaged
Defective
Incorrect (different from what you ordered)

Please contact us within 21 days of delivery at: 📧 hello@nicotofu.com

Include:

Your order number
Clear photos of the issue
A brief description

We will review your case and offer an appropriate solution, which may include:

A replacement, or
A correction of the order, or
Refund

If your package is lost in transit and tracking has not updated, you can report the issue within 30 days of the estimated delivery date. If the carrier confirms the order is lost, we will cover the cost of reprinting and reshipping.

3. Exchanges

We do not offer direct exchanges.

If there is an issue with your order (see Section 2), we will provide a replacement or offer refund where applicable.

4. Returns

All items are made to order and cannot be returned.

5. Refunds

We offer refund for damaged or defective items (see Section 2).

If approved, refunds will be processed to your original payment method within 10 business days.

6. European Union Customers

If your order is shipped to the European Union, you normally have the right to cancel or return your order within 14 days, without giving any reason.

However, this right does not apply to customized or made-to-order items.

As all of our products are made-to-order, they are exempt from the 14-day cooling-off period under EU consumer law.