Return and Refund Policy

Last updated: June 26, 2026

At NYO – Not Your Ordinary, we carefully inspect and pack every order before shipment. We want you to be happy with your purchase. Please review our return and refund guidelines below.

1. Damaged, Defective, Incorrect, or Incomplete Items

Please contact us within seven (7) calendar days from the date you receive your order if your item:

• Arrived damaged or defective;

• Is different from the item you ordered;

• Has missing parts or accessories; or

• Is not reasonably fit for its intended purpose.

Please provide the following:

• Your full name and order number;

• A clear description of the issue;

• Photos of the item, packaging, and shipping label; and

• An unboxing video, when available.

An unboxing video is strongly encouraged because it helps us review your concern more quickly, but we may also accept other reasonable proof.

After evaluating the request, NYO may offer an appropriate repair, replacement, store credit, or refund, depending on the circumstances and product availability.

2. Change-of-Mind Returns

We may accept change-of-mind returns within seven (7) calendar days from delivery, subject to approval.

To qualify, the item must be:

• Unused, unworn, unassembled, and undamaged;

• In its original packaging;

• Complete with tags, manuals, accessories, freebies, and other included items; and

• In a condition suitable for resale.

The customer will be responsible for return shipping costs for approved change-of-mind returns. Original delivery fees are non-refundable.

NYO reserves the right to reject a change-of-mind return when the item does not meet these conditions.

3. Items Not Eligible for Change-of-Mind Returns

For health, safety, and product-integrity reasons, we generally cannot accept change-of-mind returns for:

• Opened blind boxes or products with surprise or random designs;

• Opened or used stationery and art materials;

• Personal-care or hygiene-related items;

• Customized, personalized, or special-order products;

• Items that have already been assembled;

• Products damaged because of misuse, mishandling, improper storage, or normal wear and tear; and

• Items returned without their original packaging, accessories, or included parts.

These exclusions do not remove any rights that customers may have for products that are defective, damaged upon delivery, or incorrectly supplied.

4. Color and Product Variations

Actual product colors may appear slightly different because of lighting, photography, screen settings, or manufacturing variations.

Minor color differences, slight packaging changes, and reasonable variations that do not affect the product’s function are generally not considered defects.

5. Return Process

Before returning any item, please contact our customer support team and wait for return instructions.

Do not send an item back without prior approval. Unauthorized returns may be refused or returned to the sender.

Approved returns must be securely packed to prevent damage during transit. We recommend using a trackable delivery service and keeping your shipping receipt.

6. Return Shipping Costs

NYO will cover reasonable return shipping costs when the confirmed issue involves:

• A defective or damaged item;

• An incorrect item sent by NYO; or

• Missing products or essential components attributable to NYO.

For approved change-of-mind returns, the customer will shoulder the return shipping cost.

NYO will not be responsible for items lost or damaged because of improper return packaging or an untrackable return method.

7. Replacements

Replacement requests are subject to product availability.

When the same item or variation is unavailable, we may offer:

• A replacement of equivalent value;

• Store credit; or

• A refund.

We will discuss the available options with you before processing the resolution.

8. Refunds

Once the returned item has been received and inspected, we will notify you whether your refund has been approved.

Approved refunds will generally be processed within seven (7) to fourteen (14) business days through the original payment method or another agreed method.

The time required for the refunded amount to appear may depend on your bank, card issuer, e-wallet provider, or payment processor.

Shipping fees are refundable when required by law or when the return resulted from an error attributable to NYO. Otherwise, original shipping fees are non-refundable.

9. Order Cancellations

Orders may be cancelled before they have been packed, fulfilled, or handed over to the courier.

Once an order has been shipped, it can no longer be cancelled. The applicable return procedure must be followed after delivery.

Payment processing or transaction fees that cannot be recovered from the payment provider may be deducted from voluntary cancellation refunds, when legally permitted and clearly disclosed.

10. Refused and Unclaimed Deliveries

Customers are responsible for providing complete and accurate delivery information and remaining available to receive their orders.

Orders returned because of an incorrect address, repeated failed delivery attempts, or refusal without a valid reason may be subject to additional delivery charges before reshipment.

For Cash on Delivery orders, repeated refusal or failure to receive confirmed orders may result in restrictions on future COD transactions.

11. Promotional and Sale Items

Promotional, discounted, and sale items may be eligible for return when they are defective, damaged, incorrect, or otherwise covered by applicable consumer laws.

Change-of-mind returns for promotional or clearance items may be declined unless otherwise stated in the promotion.

12. Customer Support

To request a return, replacement, or refund, contact us through:

Website: www.nyo-official.com
Email: support@nyo-official.com
Social Media: https://nyo-official.com

Please include your order number and complete supporting information so we can assist you promptly.

13. Consumer Rights

This policy is intended to comply with the Consumer Act of the Philippines, the Internet Transactions Act of 2023, and other applicable Philippine laws.

Nothing in this policy limits or removes any mandatory rights or remedies available to consumers under applicable law.