Refund & Returns Policy

Under the consumer protection legislation of Georgia, if you bought from us as a consumer (not for business purposes) you may return your order within 24 hours of receiving it, without giving any reason. This window starts on the day the last item in your order is delivered. To exercise this right, notify us by email at Info@nitchiani.shop or WhatsApp before the 24 hours are up — sending the package back without notifying us first slows things down on both sides.

For hygiene reasons, the following are excluded from the 24-hour withdrawal right once they've been opened or used: opened hair-care liquids (oils, rinses, gels); used hair tools (combs, picks, brushes); body jewellery / piercings that have been worn or have left their sealed sterile packaging; and any custom or made-to-order piece. The unopened versions of the first three categories remain returnable. This exception is allowed under the same Georgian consumer-protection statute that gives you the right.

Items should come back unused, in their original packaging, with all tags, bags and protective wrapping intact. Bonnets, accessories and tools may be unwrapped and inspected (the same way you'd inspect a piece in a shop) but not worn or used. If the item arrives back with visible signs of use, we may offer a partial refund proportional to the loss of value.

Email Info@nitchiani.shop or WhatsApp us with your order number and which items you want to return. We'll send back a confirmation and the return address within a few hours during studio working days. Once you've shipped the package, send us the courier tracking number so we can keep an eye on it.

Return shipping is the customer's responsibility, unless the item arrived defective, damaged or incorrect (see §7 below) — in those cases we cover the return label. We recommend a tracked courier; once a package is in the post, the risk of loss is on whichever side is paying.

Once we receive your returned items and confirm the condition, we issue the refund within 14 days using the same payment method you used at checkout. Card refunds typically settle in 3–10 business days depending on your bank; bank-transfer refunds settle in 1–3 business days; cash-on-delivery refunds go to a bank account you provide. We refund the price of the returned items only — original shipping fees aren't refunded for change-of-mind returns. For defective items we refund shipping in both directions.

If the item arrives damaged, defective or different from what you ordered, contact us within 7 days of delivery with photos. We will arrange a replacement at our cost or a full refund (item + original shipping + return shipping) at your choice. Your statutory rights as a consumer in Georgia are not affected by this policy.

We don't process direct exchanges — return the original item under the policy above and place a new order for the replacement. This keeps the process clean for both sides and is faster than tying the refund to a new shipment.

International orders follow the same 24-hour window. The customer covers return shipping (including any customs duties on the return leg) for change-of-mind returns. For defective international items, contact us first — depending on the issue we may issue a refund without requiring you to ship the item back.

Return questions are welcome at Info@nitchiani.shop or via WhatsApp using the number in the footer. We answer most within a few hours during studio working days.