Refund policy

NINOKO (ninokokid.com)

Effective Date: 24 December 2025

1. Scope

This Refund & Return Policy applies to all products purchased directly from the NINOKO website, operated by OASIS CTG ALLIANCE SDN. BHD.

Due to the nature of our products (children supplements), additional hygiene and safety restrictions apply.

2. Returns Eligibility

You may request a return or exchange within seven (7) days from the date of delivery, subject to the following strict conditions:

  • Products must be unused, unopened, and in original sealed condition

  • Original packaging, labels, and safety seals must be intact

  • Proof of purchase (order number or receipt) is required

📩 To initiate a return request, please email us with your order number and reason for return:

Email: oasisctg1015@gmail.com

Return requests submitted after the return window or without approval will not be accepted.

3. Refund Process

Once your return is received and inspected:

  • We will notify you of approval or rejection

  • Approved refunds will be processed to the original payment method

  • Refund processing typically takes 7–10 business days, subject to payment gateway processing times

Please note that shipping fees (if any) are non-refundable, unless the return is due to our error.

4. Non-Returnable / Excluded Items

For health, safety, and hygiene reasons, the following items are strictly non-refundable and non-returnable:

  • Supplements that have been opened, unsealed, consumed, or tampered with

  • Products with damaged or missing safety seals

  • Clearance items or promotional products marked “Final Sale”

  • Items returned outside the approved return period

This policy is enforced to ensure consumer safety and regulatory compliance.

5. Defective or Incorrect Items

If you receive a product that is:

  • Defective

  • Damaged during delivery

  • Incorrectly shipped

Please contact us within 48 hours of delivery with clear photos and order details.
Upon verification, we will arrange a replacement or refund at no additional cost to you.

6. Return Shipping Costs

  • Return shipping costs are borne by the customer

  • If the return is due to our error (defective or incorrect item), we will cover the return shipping cost

We strongly recommend using a trackable shipping method. We are not responsible for items lost during return transit.

7. Cancellation Policy

Orders that have already been processed or shipped cannot be cancelled.
Please review your order carefully before completing checkout.

8. Contact Information

For all return or refund inquiries, please contact:

OASIS CTG ALLIANCE SDN. BHD.
📧 Email: oasisctg1015@gmail.com