nCino wants customers to have a clear understanding of how returns, refunds, and exchanges are handled for purchases made through our ecommerce store. This policy explains our general process for return requests and post-delivery issues.
This page is general policy content for store operations and is not legal advice. For case-specific help, please contact support at [email protected].
Items may be eligible for return if they are received in unused condition, with original packaging, tags, accessories, and proof of purchase, and if the request is made within a reasonable return review period after delivery. To help us process your request smoothly, please contact us before sending any item back.
Returned items must generally be in a condition suitable for inspection and resale unless the item arrived damaged, defective, or incorrect.
If you receive a damaged item, defective product, or an item different from what you ordered, please contact us as soon as possible at [email protected]. Include your order details and, where possible, clear photos of the issue and packaging. We will review the matter and advise you on the next steps, which may include a replacement, exchange, store credit, or refund where appropriate.
Certain items may not be eligible for return depending on their nature. These may include:
To request a return, customers should contact [email protected] with their order number, item details, reason for return, and any supporting photos if relevant. After review, we will provide instructions if the return is approved. Items sent back without prior communication may experience delays in processing or may not be accepted.
Once a returned item is received, we will inspect it to confirm its condition and eligibility. Approval of a return, refund, or exchange depends on the inspection outcome, the reason for return, and compliance with this policy.
If a refund is approved, it will generally be issued to the original payment method used for the purchase, unless another resolution is agreed. Refund timing may vary depending on payment provider processing times, banking channels, and the nature of the issue. Original shipping fees may not be refundable unless the return is due to our error or a verified damaged, defective, or incorrect item.
If you would prefer an exchange, please mention this when contacting support. Exchanges are subject to product availability and approval after review. If the requested replacement is unavailable, we may offer an alternative resolution.
Customers may be responsible for return shipping costs unless the return is due to an incorrect item, verified defect, or damage attributable to fulfillment. We recommend using a trackable return method where appropriate, as we cannot guarantee receipt of untracked returns.
If you need to cancel an order, contact us as soon as possible. Orders that have already been processed, packed, shipped, or handed to a courier may no longer be cancellable and may instead need to follow the return process after delivery.
We aim to review return and refund requests within a reasonable time after receiving the request and any necessary information. After an approved return is received and inspected, refunds or exchanges are processed as quickly as practical, though exact timing can vary.
If you have any questions about whether an item may be returned, or if you need case-specific support for a delivered order, please contact [email protected] before taking further action.
