Return Policy

How returns, refunds and inspections work at Nahrayn.

We want every Nahrayn customer to be satisfied with their order. Customers may inspect eligible products at the time of delivery and may return eligible products afterward according to the conditions below.

Nothing in this policy limits any rights you may have under applicable Iraqi consumer-protection law.

Definitions

To keep this policy clear, two terms are used throughout:

• Nahrayn Error — a product that arrives damaged, defective, incomplete, or incorrect because of Nahrayn or its couriers (for example: the wrong item, a missing item, a broken item, or a manufacturing defect).
• Preference Return — a return for reasons personal to the customer, such as a change of mind, an unsuitable size or color, no longer wanting the product, or the customer having selected the wrong option.

The reason for a return determines whether the delivery fee and any collection fee apply, as explained below.

1 Inspection at the Time of Delivery

When an order arrives, the customer will be given a reasonable period — normally up to 10 minutes — to inspect the products before completing payment.

During this inspection period, the customer may:

• Confirm that the products match the order.
• Check the selected sizes, colors, and quantities against the labels.
• Perform a reasonable visual inspection for damage or defects.
• Accept the entire shipment.
• Accept only certain products from the shipment.
• Decline individual products they do not wish to keep.

The customer will only be charged for the products they accept.

Products declined during delivery will be immediately returned with the courier and will not require a separate return request.

The inspection is a visual and fit-label check, not a try-on session. During inspection, the customer may not:

• Wear or try on a product beyond briefly holding it against themselves.
• Remove tags, seals, or protective coverings.
• Damage or alter the product.
• Apply makeup, perfume, deodorant, or other substances.
• Wash or use the product.
• Take the product away from the delivery location before deciding whether to accept it.

For fit and sizing, please use the size guide on each product page before ordering. If an accepted product does not fit, it may still be returned after delivery under the conditions in this policy.

For hygiene reasons, certain products may not be opened, tried on, or inspected beyond their external packaging (see Section 19).

The courier may end the inspection period if it exceeds the permitted time or if the products are being handled improperly.

2 Partial Acceptance and Full Decline of an Order

Customers are not required to accept every product in a shipment.

At the time of delivery, the customer may accept some products and decline others. The courier will calculate or confirm the amount due based only on the products accepted by the customer.

Delivery fees for partial acceptance and full decline are covered in Section 3.

A product accepted and paid for at delivery may still be eligible for a later return if it meets the requirements of this Return Policy.

Declining a product during delivery is not considered an exchange. Nahrayn does not guarantee that another size, color, or product will remain available.

3 Delivery Fee

The delivery fee covers transportation and delivery service. Whether it is refundable or payable depends on the reason for the return:

• Preference Returns: the delivery fee is non-refundable and, on a partial acceptance, the full delivery fee remains payable. This applies to a change of mind, an unsuitable size or color, a product the customer no longer wants, or a wrong option selected by the customer.
• Nahrayn Errors: the delivery fee is fully refundable, or Nahrayn will instead arrange a free replacement or free redelivery, and no return collection fee will apply. This covers damaged, defective, incomplete, missing, or incorrect products that are Nahrayn's fault.
• Full decline at delivery: if a customer declines an entire order, no delivery fee is owed, whether the reason is a Nahrayn Error or a change of mind. Repeatedly ordering and then declining entire orders without a reasonable basis may be treated as misuse under Section 21.

Except where a Nahrayn Error applies, the delivery fee covers a service already performed and will not be included in any cash refund.

4 Return Period After Delivery

For products accepted and paid for at delivery, a return request must be submitted within 7 calendar days from the delivery date.

After the 7-day return period expires, the return option will no longer be available, except where otherwise required by applicable law.

Submitting a return request does not mean that the return has been finally approved. All returned products must pass Nahrayn's inspection process.

5 Return Conditions

To qualify for a return, the product must:

• Be unused, unworn, and unwashed.
• Be in its original condition.
• Have all original tags attached.
• Be returned with its original packaging, accessories, gifts, and components.
• Be free from stains, makeup, deodorant, perfume, smoke, pet hair, odors, or signs of use.
• Not have been altered, repaired, resized, damaged, or customized after delivery.

Nahrayn may reject any returned product that does not meet these conditions.

Accepting a product after inspecting it at delivery does not prevent a later return, provided that the product remains eligible and the return request is submitted within the return period.

6 No Exchanges

Nahrayn does not offer direct exchanges for different sizes, colors, styles, or products.

A customer who wants another size, color, or product must:

1 Return the original eligible product.

2 Wait for the product to be collected and approved.

3 Receive the approved refund in cash.

4 Place a new order for the desired product.

Product availability and pricing are not guaranteed while a return is being processed.

7 Refund Method

All approved refunds are issued strictly in cash through an authorized Nahrayn courier.

Nahrayn does not issue return refunds through:

• Store credit.
• Coupon codes.
• Promotional codes.
• Zain Cash.
• FIB.
• Bank transfer.
• Credit or debit cards.
• Unauthorized delivery drivers.
• Any other payment method unless Nahrayn officially introduces that method in the future.

The customer must not accept refund money from anyone unless the cash refund has been officially scheduled and confirmed by Nahrayn.

8 Cash Refund Process

After a returned product passes Nahrayn's quality inspection:

1 Nahrayn will calculate the approved refundable amount.

2 Any applicable return collection charges or promotional adjustments will be deducted.

3 Nahrayn will schedule the cash refund.

4 An authorized courier will deliver the cash refund to the customer.

5 The customer may be required to confirm receipt using an OTP, signature, identification, phone-number verification, or confirmation through the Nahrayn app.

The customer must count and confirm the cash before the courier leaves.

Once the customer confirms receipt of the correct cash amount, the refund will be considered completed.

Couriers are not authorized to change, increase, negotiate, or independently calculate refund amounts.

9 Refundable Amount

The refundable amount normally includes the amount paid for the approved returned product, and the delivery fee where a Nahrayn Error applies under Section 3.

The following amounts are not refundable (except where a Nahrayn Error applies under Section 3):

• The original delivery fee.
• Charges for services that have already been completed.
• Applicable return collection fees.
• Discounts or promotional benefits that the customer is no longer eligible to receive.
• The value of missing gifts, accessories, packaging, or product components.
• Other deductions clearly disclosed under this policy.

Where the customer accepted only part of an order at delivery, the refund will be based only on the amount paid for the returned accepted product.

10 Return Collection Fee

A return collection fee may apply to a Preference Return, including when:

• The customer changed their mind.
• The size was unsuitable.
• The customer no longer wants the product.
• The customer selected the wrong size, color, product, or quantity.
• The product matches the confirmed order but does not meet the customer's personal preference.
• The customer had an opportunity to inspect the product during delivery but chose to accept it.

The collection fee will be communicated before the return is confirmed or deducted from the cash refund.

Nahrayn will not charge a return collection fee when the return is caused by a verified Nahrayn Error (damaged, defective, incomplete, or incorrect product).

Waiving a return collection fee for a Preference Return does not make the original delivery fee refundable.

11 Damaged, Defective, or Incorrect Products

Customers should inspect the shipment during the inspection period whenever reasonably possible.

A visibly damaged, defective, incomplete, or incorrect product may be declined immediately and returned with the courier.

When a problem cannot reasonably be discovered during delivery, the customer should submit a return request within the return period and provide photographs or video showing:

• The complete product.
• The damaged or defective area.
• The product label or barcode.
• The outer delivery packaging.
• The shipping label.
• Any missing or incorrect components.

Nahrayn may request additional evidence before approving collection.

Damage caused after delivery by use, washing, alteration, improper storage, improper handling, or failure to follow care instructions is not considered a product defect.

Where a return is confirmed as a Nahrayn Error, the delivery fee is refundable or a free replacement or free redelivery will be arranged under Section 3, and no return collection fee will apply.

12 Return Request Process

To request a return after delivery, the customer must:

1 Open the Nahrayn app.

2 Go to My Orders.

3 Select the relevant delivered order.

4 Select the product to be returned.

5 Choose the return reason.

6 Upload photographs or video when requested.

7 Confirm the pickup address and phone number.

8 Review any applicable return collection fee.

9 Submit the return request.

Each product must be registered individually.

Products that were declined and returned with the courier during the original delivery do not require a separate return request.

13 Pickup and Cash Refund Are Separate Stages

The return courier may collect the product before the return has been finally approved.

Collection does not guarantee a refund.

After collection, the product must be transported to Nahrayn and inspected. The cash refund will only be scheduled after the return passes inspection.

The courier collecting the product may not be the same courier who later delivers the cash refund.

A customer should not expect to receive cash at the same time the returned product is collected unless Nahrayn has expressly confirmed this arrangement.

14 Quality Inspection

After receiving the returned product, Nahrayn will inspect it to confirm:

• The correct product was returned.
• The product matches the approved return request.
• The tags and packaging are present.
• The product has not been worn, washed, used, altered, or damaged.
• All accessories, gifts, and components are included.
• The return reason matches the condition of the product.
• The product was originally purchased from Nahrayn.

A basic check performed by the courier does not replace Nahrayn's final quality inspection.

15 Approved Returns

When a return passes inspection:

• The approved cash refund amount will be calculated.
• The original delivery fee will be excluded, except where refundable under Section 3 (Nahrayn Error).
• Applicable collection fees and promotional adjustments will be deducted.
• A cash-refund delivery will be scheduled.
• The customer will receive a notification or status update.

The return is considered completed only after the customer receives and confirms the cash refund.

16 Rejected Returns

A return may be rejected if:

• It was submitted after the return period.
• The product is non-returnable.
• The wrong product was returned.
• The product was worn, washed, stained, altered, used, or damaged.
• Tags, packaging, gifts, accessories, or components are missing.
• The product does not match the approved return request.
• The product was not purchased from Nahrayn.
• The product shows signs of misuse or deliberate damage.
• The return request contains false or misleading information.
• Nahrayn reasonably suspects fraud or return abuse.

If a return is rejected, Nahrayn will arrange to send the product back to the customer at no redelivery charge.

If the rejected product cannot be delivered back because the customer is unavailable or unreachable, Nahrayn may make reasonable further attempts and standard failed-delivery handling applies. Nahrayn will hold the product for a reasonable period and, after making reasonable attempts to contact the customer, may treat an unclaimed product as abandoned.

17 Return Processing Time

The return process may include:

• Review of the return request.
• Scheduling the collection.
• Courier transportation.
• Registration at the return facility.
• Quality inspection.
• Refund calculation.
• Scheduling the cash-refund courier.
• Delivery and confirmation of the cash refund.

Nahrayn aims to schedule approved cash refunds within 2 to 5 business days after the product passes inspection.

Courier transportation and cash-delivery time are separate from the inspection period.

Delays may occur because of holidays, promotions, severe weather, high order volume, regional disruptions, incorrect customer information, courier availability, or technical issues.

18 Failed Cash-Refund Delivery

The customer must provide an accurate address and working phone number and must be available to receive the cash refund.

If the refund courier cannot complete delivery because the customer does not answer calls, is not present, provides an incorrect address, refuses to provide the required verification, refuses to confirm receipt, or requests repeated changes to the delivery address or time, Nahrayn may reschedule the cash refund.

Additional delivery charges may apply after repeated failed attempts caused by the customer.

The refund will remain pending until it is successfully delivered or another officially approved arrangement is made.

19 Non-Returnable Products

For hygiene, safety, personalization, and operational reasons, the following products may not be returned unless they were received damaged, defective, or incorrect:

• Underwear and intimate apparel.
• Bodysuits.
• Lingerie.
• Swimwear with removed or damaged hygiene protection.
• Socks and hosiery after opening.
• Earrings and pierced jewelry.
• Cosmetics, skincare, fragrances, and personal-care products after opening.
• Customized or personalized products.
• Products altered according to the customer's request.
• Products marked "Final Sale" or "Non-Returnable."
• Products with broken hygiene seals.
• Products that cannot safely or reasonably be resold.

Additional restrictions may be displayed on the relevant product page.

20 Promotional and Discounted Orders

If a returned product was purchased using a discount, promotion, bundle offer, or special campaign, the refund will be based on the actual amount paid for the product.

When a return causes the remaining order to no longer qualify for a promotion, Nahrayn may recalculate the transaction.

Nahrayn may deduct:

• The value of an unreturned free gift.
• A discount the order no longer qualifies for.
• The difference created by a partial bundle return.
• A promotional benefit improperly retained after the return.

The original delivery fee remains non-refundable, except where a Nahrayn Error applies under Section 3.

21 Return Abuse and Fraud

Nahrayn may restrict, suspend, or close accounts associated with:

• Repeatedly ordering products only to inspect and decline most or all of them.
• Excessive or abusive returns.
• Repeated false damage or defect claims.
• Returning used products.
• Returning different, substituted, or counterfeit products.
• Removing accessories, gifts, or components before return.
• Manipulating discounts or promotions.
• Creating multiple accounts to avoid restrictions.
• Threatening or abusing couriers, employees, or support agents.
• Any conduct reasonably suspected to be fraudulent.

Nahrayn may also restrict cash-on-delivery access, require advance payment, limit the number of products that may be ordered, or cancel future orders.

22 Governing Law and Contact

This Return Policy is governed by the laws of Iraq.

For help with a return or any questions about this policy, contact Nahrayn support:

• Email: support@nahrayn.com
• In-app: Profile → Help & Support

This policy is provided in English and Arabic. In the event of any discrepancy between the two versions, the English version prevails.

23 Policy Updates

Nahrayn may update this Return Policy to reflect operational, legal, courier, payment, or business changes.

The policy applicable to an order will generally be the version in effect when the order was placed, unless a later change is legally required.