Refund policy

Last updated: August 1, 2026 

We want you to love your Nawa. If something isn't right, here's how returns and refunds work.

Before You Unbox

Ollas are handmade and fired clay — please inspect your package as soon as it arrives. If you notice any unusual sound or feel damage through the packaging, open carefully and photograph the item and packaging before removing anything else. This helps us process damage claims quickly.

Return Window

You may request a return within 14 days of delivery. After 14 days, we're unable to accept returns or process refunds.

What's Eligible

• Items must be unused, undamaged by the customer, and in their original packaging (box, cork top, sleeve).
• Proof of purchase (order number or confirmation email) is required.

What's Not Eligible

• Sale or discounted items are final sale and cannot be returned.
• Custom or personalized orders (including bespoke finishes or bulk/wholesale orders made to specification) are final sale.

Damaged or Defective Items

If your olla arrives cracked, broken, or damaged in transit:

• Contact us within 48 hours of delivery with your order number and photos of the damage and packaging.
• If the damage resulted from our fulfillment partner's error, we will replace the item or issue a full refund at no cost to you, valued at wholesale cost per our fulfillment agreement.
• We may ask you to retain the damaged item and packaging until the claim is resolved.

Return Shipping Costs

Unless the return is due to our error (wrong item, damage caused during our fulfillment), return shipping is the customer's responsibility. Because courier rates vary by region and provider, we charge the actual courier cost for return shipping rather than a fixed fee — we'll confirm this amount with you before the return is processed.

How to Start a Return

1. Email us at shopnawa.eg@gmail.com with your order number, the reason for return, and (if damaged) photos.
2. We'll confirm eligibility and, if approved, share instructions for sending the item back.
3. Items returned without prior approval may not be accepted, as we have no way to match them to your order.

Refunds

• Once we receive and inspect your returned item, we'll notify you of the approval status.
• Approved refunds are issued only to the original payment method used at checkout — we're unable to refund to a different card, wallet, or as cash, per our payment provider's policy.
• Please allow up to 3–7 business days after approval for the refund to reflect, depending on your bank.
• Refunds cannot be processed more than 90 days after the original transaction date, in line with standard card network rules.

Order Cancellations

If you'd like to cancel an order before it ships, contact us as soon as possible at shopnawa.eg@gmail.com. Once an order has shipped, our standard return process applies instead.

Questions?

Reach out to shopnawa.eg@gmail.com — we're happy to help.