Refund policy
SHIPPING, DELIVERY, RETURNS & EXCHANGES POLICY
1. GENERAL PROVISIONS
1.1. This Shipping, Delivery, Returns and Exchanges Policy (hereinafter referred to as the "Policy") governs the dispatch, transportation, delivery, voluntary exchange and return of products purchased from Nukaba Ltd, trading as Nukaba Boutique (hereinafter referred to as the "Company", "Nukaba", "we", "us" or "our").
1.2. This Policy forms an integral part of the Company's General Terms and Conditions of Sale and Use and shall be read in conjunction with the applicable Payment Policy and Privacy Policy.
1.3. By placing an order through www.nukaba.com, the Customer acknowledges the shipping arrangements, delivery charges and applicable exchange conditions communicated before purchase.
1.4. The Company shall endeavour to ensure that all merchandise is inspected, appropriately packaged and prepared for dispatch in accordance with its operational quality-control procedures.
1.5. Customers are encouraged to review the product descriptions, measurements, size charts, materials and other relevant information before completing a purchase.
1.6. The Company's size charts are provided for general guidance. Measurements and sizing may vary according to product design, manufacturer, fabric composition and garment specifications.
1.7. Customers requiring additional product information or assistance with sizing may contact Nukaba Ltd through its official customer service channels before placing an order.
1.8. Nothing contained in this Policy shall exclude, restrict or prejudice any mandatory consumer right or statutory remedy available under the laws of the Republic of Mauritius.
2. PRODUCT AVAILABILITY AND ORDER CONFIRMATION
2.1. Products displayed as available on the Website are generally held in stock unless expressly identified as pre-order, on-demand or otherwise subject to special availability conditions.
2.2. All orders shall remain subject to product availability, successful payment verification and acceptance by Nukaba Ltd.
2.3. Nukaba Ltd operates a first-paid, first-served allocation procedure, whereby merchandise is allocated to Customers whose payments have been successfully received and verified, subject to the applicable reservation conditions.
2.4. Where a Customer selects a manual payment method, including bank transfer or another approved payment arrangement, payment must be completed within twenty-four (24) hours following order submission, unless otherwise expressly communicated.
2.5. Product(s) ordered through an approved manual payment method shall be reserved for a maximum period of twenty-four (24) hours from the time the order is placed. Where payment remains outstanding or unverified upon expiry of this period, Nukaba Ltd reserves the right to automatically cancel the order and release the reserved product(s) for sale without further notice.
2.6. An order confirmation email constitutes an acknowledgement that the Customer's order has been submitted and does not constitute confirmation of receipt or successful processing of payment. The Company shall not be obliged to dispatch any product(s) until the applicable payment has been successfully received and verified, unless another payment arrangement has been expressly agreed.
2.7. Nukaba Ltd reserves the right to cancel an order on legitimate grounds, including product unavailability, payment failure, suspected fraud, material pricing errors or circumstances rendering fulfilment impossible or unlawful.
2.8. Where Nukaba Ltd cancels an order for which payment has already been received, the Customer shall be notified and offered an appropriate refund or, where mutually agreed, an alternative product.
3. ORDER PROCESSING AND DISPATCH
3.1. Following successful payment confirmation and acceptance of an order, Nukaba Ltd shall endeavour to process and dispatch the relevant merchandise within twenty-four (24) hours on working days.
3.2. The above processing period constitutes an estimated operational timeframe and shall not be construed as a guarantee of delivery within twenty-four (24) hours.
3.3. Orders placed during weekends, public holidays or outside normal processing periods may be processed on the next working day.
3.4. Processing may be delayed due to payment verification, incomplete Customer information, stock discrepancies, unusually high order volumes or other circumstances beyond the Company's reasonable control.
3.5. Where a material processing delay occurs, Nukaba Ltd shall endeavour to notify the Customer within a reasonable period.
3.6. Once the order has been dispatched, the Company may provide the Customer with a shipment confirmation and tracking reference where such tracking is available.
4. SHIPPING DESTINATIONS AND DELIVERY SERVICES
4.1. Nukaba Ltd provides delivery services within the Republic of Mauritius, including Rodrigues Island, through Mauritius Post and other authorised delivery service providers.
4.2. The Company may also arrange international shipping to selected destinations upon request, subject to the availability of suitable transportation services, applicable restrictions and the Customer's acceptance of the relevant charges.
4.3. Available delivery methods may include standard postal shipping, express postal shipping, air shipping, home delivery and other services expressly offered at checkout.
4.4. Delivery availability, estimated transit periods and applicable charges shall depend on the destination, selected delivery method, parcel weight, product category and operational circumstances.
4.5. All applicable delivery charges shall be communicated to the Customer before final confirmation of the order.
5. SHIPPING FEES AND ESTIMATED DELIVERY PERIODS
5.1. The following delivery charges and estimated transit periods shall apply, subject to the conditions stated in this Policy and the final charges displayed at checkout.
| Delivery Method | Shipping Fee | Estimated Delivery |
|---|---|---|
| Mauritius Post — Standard (Mauritius) | Free for eligible purchases of Rs 1,000 or more | 5–14 working days |
| Mauritius Post — Express (Mauritius) | Rs 165 | 3–4 working days |
| Mauritius Post — Standard (Rodrigues) | Free | 14–30 working days |
| Rodrigues — Express by Air | Rs 200; free for eligible purchases above Rs 3,000 | 7–14 working days |
| Mauritius — Home Delivery | Rs 200; free for eligible purchases above Rs 3,000 | 2–3 working days |
| Réunion Island — International Shipping | Quotation on request; approximately EUR 35–45 | 5–14 working days |
| Other International Destinations | Quotation on request | Confirmed before purchase |
5.2. The above delivery periods are estimates and shall ordinarily commence from the date of dispatch rather than the date on which the order was placed.
5.3. Free-shipping offers shall apply only where the relevant eligibility conditions are satisfied and the appropriate shipping method is selected at checkout.
5.4. Jewellery, accessories or other specially designated product categories may be excluded from certain free-shipping promotions, provided that the exclusion is clearly disclosed before purchase.
5.5. Where the total parcel weight exceeds one (1) kilogram, an additional shipping surcharge may apply, depending on the applicable carrier rates and destination.
5.6. Any applicable weight surcharge shall be disclosed to and accepted by the Customer before the relevant order is finalised or before any additional payment is collected.
5.7. The Company reserves the right to revise shipping rates prospectively to reflect changes in postal charges, courier tariffs, fuel costs, transportation expenses or other operational circumstances.
5.8. Revised shipping rates shall not be imposed retrospectively on orders already accepted at an agreed delivery price, except where otherwise permitted by law or expressly agreed with the Customer.
6. FREE-SHIPPING OFFERS
6.1. Nukaba Ltd may provide free standard shipping on eligible orders within Mauritius and Rodrigues, subject to the minimum purchase requirements and exclusions communicated at checkout.
6.2. Unless otherwise stated, free standard shipping shall not automatically entitle the Customer to express shipping or home delivery services.
6.3. Eligible orders exceeding the applicable promotional threshold may qualify for complimentary home delivery in Mauritius or express air shipping to Rodrigues, subject to the conditions disclosed at checkout.
6.4. Free-shipping offers may be restricted during special promotions, clearance sales or other campaigns, provided that such restrictions are communicated before purchase.
6.5. Nukaba Ltd reserves the right to amend or withdraw free-shipping promotions prospectively, without affecting delivery benefits already agreed under an accepted order.
7. INTERNATIONAL SHIPPING AND CUSTOMS FORMALITIES
7.1. International shipping services may be arranged upon request and shall be subject to destination-specific transportation charges, customs requirements and applicable import regulations.
7.2. Customers requesting international delivery shall contact Nukaba Ltd to obtain an appropriate shipping quotation before placing or finalising their order.
7.3. International shipping charges may vary according to parcel weight, dimensions, destination, carrier rates, customs documentation and the selected delivery service.
7.4. Unless expressly agreed otherwise, import duties, customs clearance charges, destination taxes and other governmental charges imposed in the destination country shall be borne by the Customer.
7.5. The Company shall disclose the agreed allocation of international shipping and import-related costs before the Customer confirms the purchase, to the extent such costs are known or reasonably ascertainable.
7.6. The Customer shall be responsible for complying with applicable import requirements in the destination country, without prejudice to any legal obligations imposed upon Nukaba Ltd as the seller or exporter.
7.7. International delivery periods may be affected by customs inspections, regulatory restrictions, postal disruptions and other circumstances beyond the Company's reasonable control.
8. DELIVERY ADDRESS AND CUSTOMER RESPONSIBILITIES
8.1. The Customer shall ensure that the name, delivery address, postal information, telephone number and other relevant contact details provided during checkout are accurate and complete.
8.2. Customers are encouraged to verify their delivery information before confirming payment and to update their account details where necessary.
8.3. Where an incorrect or incomplete address is supplied, the Customer shall notify Nukaba Ltd as soon as reasonably practicable.
8.4. The Company shall endeavour to accommodate reasonable address corrections before dispatch. However, changes may not be possible once the parcel has been transferred to the relevant carrier.
8.5. Where a delivery failure is directly attributable to inaccurate information supplied by the Customer, reasonable additional shipping or redelivery charges may be payable by the Customer, provided that such charges are disclosed and agreed before the relevant service is performed.
8.6. Nukaba Ltd shall not be responsible for losses arising solely from incorrect Customer instructions where the Company has exercised reasonable care and complied with its own contractual and statutory obligations.
8.7. Nothing in this section shall exclude liability arising from an error attributable to Nukaba Ltd or its appointed service providers where such liability cannot lawfully be excluded.
9. DELIVERY DELAYS, LOST PARCELS AND NON-DELIVERY
9.1. Estimated delivery periods may vary during peak commercial seasons, public holidays, adverse weather conditions, postal disruptions or other exceptional circumstances.
9.2. Where a material delay becomes known, Nukaba Ltd shall endeavour to inform the Customer and provide relevant information concerning the expected delivery.
9.3. Customers who have not received their parcel within the communicated delivery period are encouraged to contact Nukaba Ltd with their order reference.
9.4. Where a parcel is reported lost, delayed or undelivered, the Company shall undertake reasonable enquiries with the relevant delivery service provider.
9.5. Where non-delivery is attributable to the Company or otherwise gives rise to a legal remedy, Nukaba Ltd shall provide the remedy required under applicable law, which may include replacement, redelivery or refund, as appropriate.
9.6. The Company shall not be liable for delays caused exclusively by circumstances beyond its reasonable control to the extent permitted by law. Such circumstances shall not automatically extinguish the Customer's rights arising from a material failure of delivery.
10. ORDER MODIFICATIONS AND CANCELLATIONS BEFORE DISPATCH
10.1. Customers wishing to amend an order, change a product or request cancellation shall contact Nukaba Ltd as soon as reasonably practicable before dispatch.
10.2. Requests for voluntary modifications shall be subject to product availability, the processing status of the order and the Company's operational capacity.
10.3. Once an order has been dispatched, the Company may be unable to intercept or amend the shipment.
10.4. Where a Customer wishes to exchange an eligible product after dispatch, the Customer shall ordinarily await delivery and follow the voluntary exchange procedure set out in this Policy.
10.5. Voluntary exchanges may be subject to additional transportation charges, provided such charges are communicated before the exchange is arranged.
10.6. Nothing in this section shall restrict the Customer's rights where cancellation or another remedy is required under applicable law.
11. CANCELLATIONS BY NUKABA LTD AND REFUNDS
11.1. Where Nukaba Ltd is unable to fulfil an accepted order due to product unavailability or another legitimate circumstance, the Customer shall be notified within a reasonable period.
11.2. Where payment has already been received, the Customer shall be offered the following options, where appropriate:
Option 1 — Alternative Product: Select an available replacement product, subject to mutual agreement concerning any price difference.
Option 2 — Monetary Refund: Receive a refund of the applicable amount through the original payment method, subject to the relevant payment provider's technical requirements.
11.3. Where a monetary refund is due, Nukaba Ltd shall ordinarily initiate the refund within four (4) to five (5) working days following confirmation of cancellation, unless a shorter period is required by law.
11.4. The period required for refunded funds to appear in the Customer's account may vary according to the issuing bank, card network or payment service provider.
11.5. Credit notes or alternative products shall not be imposed in substitution for a monetary refund where the Customer is legally entitled to receive such refund.
11.6. All refunds shall be subject to the Company's Payment Policy and applicable Mauritian law.
12. VOLUNTARY EXCHANGE POLICY
12.1. Nukaba Ltd offers a discretionary exchange facility for eligible merchandise to assist Customers who wish to change the size, style or model of a purchased product.
12.2. Except where otherwise agreed or required by law, the Company does not ordinarily provide monetary refunds solely because a Customer has changed their mind.
12.3. Customers requesting a discretionary exchange shall notify Nukaba Ltd in writing within twenty-four (24) hours following delivery of the merchandise.
12.4. Eligible merchandise must be returned for exchange within fourteen (14) calendar days commencing from the date of delivery to the Customer.
12.5. The Customer shall provide the relevant order number or proof of purchase and, where reasonably requested, evidence of the delivery date.
12.6. Exchange requests shall be subject to verification of the merchandise, compliance with the conditions of this Policy and availability of replacement products.
12.7. The twenty-four-hour notification period and fourteen-day exchange period constitute conditions of the Company's discretionary exchange service and shall not restrict mandatory statutory remedies for defective, incorrect or non-conforming goods.
13. EXCHANGE ELIGIBILITY AND PRODUCT CONDITION
13.1. Merchandise submitted for a voluntary exchange must remain in a condition suitable for resale.
13.2. To qualify for a discretionary exchange, the merchandise must satisfy the following conditions:
a. The product must be unworn, unused and unwashed;
b. The product must be free from stains, marks, perfume, cigarette odours and other contamination;
c. Original clothing tags and identification labels must remain attached and undamaged;
d. The product must not have been altered, repaired or modified by the Customer;
e. Zippers, buttons, fastenings and other components must remain intact and functional;
f. Accessories must not be tarnished, broken or missing any original components;
g. The product must be returned in its original packaging where reasonably practicable or otherwise securely packaged to prevent damage during transportation.
13.3. Nukaba Ltd reserves the right to refuse a discretionary exchange where the merchandise does not satisfy the above conditions.
13.4. Where an exchange is refused following inspection, the Company shall notify the Customer of the reason for refusal and arrange for the original merchandise to be returned or collected.
13.5. Reasonable return delivery charges may be payable by the Customer where the refusal concerns a voluntary exchange and the applicable charges have been communicated beforehand.
13.6. No additional product purchase price shall be imposed merely because a Customer has submitted an unsuccessful voluntary exchange request.
14. NON-EXCHANGEABLE PRODUCT CATEGORIES
14.1. For hygiene, health protection and product integrity reasons, Nukaba Ltd may exclude the following categories from its discretionary exchange service:
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Swimwear;
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Lingerie and intimate apparel;
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Jewellery;
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Accessories;
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Footwear;
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Other products expressly identified as non-exchangeable before purchase.
14.2. The Company may also restrict discretionary exchanges of specially sourced pre-order merchandise, made-to-order products and promotional clearance items where such restrictions have been disclosed before purchase.
14.3. The above exclusions shall apply only to voluntary exchanges and shall not exclude any statutory right or remedy relating to defective, incorrect, misdescribed or non-conforming merchandise.
15. EXCHANGE VALUE AND REPLACEMENT PRODUCTS
15.1. Where a voluntary exchange is approved, the Customer may select an available replacement product of equal or higher value than the amount originally paid for the exchanged merchandise.
15.2. Where the replacement product is of higher value, the Customer shall pay the applicable price difference before the exchange is completed.
15.3. Where the Company agrees to issue an exchange credit or voucher, such credit shall ordinarily correspond to the amount actually paid for the eligible returned product.
15.4. Exchange credits shall be subject to the applicable redemption conditions communicated to the Customer at the time of issuance.
15.5. Unless otherwise expressly agreed, discretionary exchange credits shall not be redeemable for cash.
15.6. The Company may restrict the use of an exchange credit in conjunction with other promotional offers where such restrictions are disclosed before redemption.
15.7. Nothing in this section shall prevent a Customer from receiving a monetary refund where such refund is required by applicable law.
16. EXCHANGE PROCEDURE
16.1. Customers wishing to request an exchange shall contact Nukaba Ltd through one of the following channels:
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Email: info@nukaba.com
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WhatsApp: +230 5908 4619
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The Company's official Facebook Messenger account.
16.2. The Customer shall provide the relevant order reference, product details and reason for the requested exchange.
16.3. Following receipt of the request, Nukaba Ltd shall review eligibility and communicate the available exchange arrangements.
16.4. Customers may choose from the following exchange methods, subject to availability:
Option 1 — Mauritius Post
The Customer may return the eligible merchandise through Mauritius Post using appropriate protective packaging.
The Customer shall retain the postal receipt and tracking reference and provide these details to Nukaba Ltd where requested.
Option 2 — Home Delivery Exchange
Where available, the Customer may request an exchange through the Company's appointed home delivery service.
The applicable collection or delivery charges shall be communicated and paid before scheduling the service.
Option 3 — Scheduled Collection or Exchange at the Company's Premises
Customers may request an appointment to complete an exchange at the Company's premises in Trou d'Eau Douce, subject to prior confirmation.
16.5. The Company reserves the right to determine the practical arrangements for inspection and completion of the exchange, having regard to the delivery method selected.
17. EXCHANGES THROUGH MAURITIUS POST
17.1. Customers returning merchandise through Mauritius Post shall ensure that the product is securely packaged in a suitable postal box or other protective packaging accepted by the postal operator.
17.2. The parcel shall be addressed to:
Nukaba Ltd
Wellington Street
Trou d'Eau Douce
Mauritius
Tel: +230 5908 4619
17.3. The Customer shall retain proof of postage and, where available, the parcel tracking reference.
17.4. Upon receipt of the returned merchandise, Nukaba Ltd shall inspect the product to determine whether the conditions of the voluntary exchange service have been satisfied.
17.5. Where the exchange is approved, the Company shall notify the Customer and arrange dispatch of the replacement merchandise through the agreed shipping method.
17.6. Where the exchange is refused, the Company shall provide the reason for refusal and arrange the return or collection of the original merchandise, subject to the applicable conditions of this Policy.
18. HOME DELIVERY EXCHANGE SERVICE
18.1. Where the home delivery exchange service is available, Nukaba Ltd may arrange for the collection of the original product and delivery of the replacement merchandise.
18.2. The Customer shall ensure that the merchandise is securely packaged in its original packaging, where suitable, or in an appropriate protective and waterproof package.
18.3. The Customer shall hand over the original merchandise to the appointed delivery representative at the agreed time and location.
18.4. The delivery representative may undertake a preliminary verification of the returned product. Such preliminary verification shall not constitute final acceptance of the exchange unless expressly confirmed by Nukaba Ltd.
18.5. Where the merchandise does not satisfy the applicable conditions, the Company may refuse the discretionary exchange following appropriate inspection.
18.6. Any additional charges associated with the voluntary home delivery exchange shall be communicated to and accepted by the Customer before the service is scheduled.
19. EXCHANGE DELIVERY AND TRANSPORTATION CHARGES
19.1. Unless otherwise expressly agreed, the Customer shall bear the reasonable transportation charges associated with a voluntary exchange requested solely for a change of mind, size preference, colour preference or model selection.
19.2. Applicable collection, return postage, redelivery or express shipping charges shall be communicated before the exchange is confirmed.
19.3. Where an exchange is required because Nukaba Ltd supplied an incorrect product or because the merchandise is defective or otherwise non-conforming, the allocation of reasonable transportation costs shall be determined in accordance with applicable law.
19.4. The Company shall not impose charges that unlawfully restrict or defeat the Customer's mandatory statutory remedies.
20. DEFECTIVE, DAMAGED OR INCORRECT MERCHANDISE
20.1. Nukaba Ltd endeavours to conduct a quality inspection of merchandise before dispatch.
20.2. Customers receiving merchandise that is damaged, defective, incorrect or materially different from the agreed product description are encouraged to notify the Company promptly.
20.3. Notifications may be submitted to info@nukaba.com together with the order reference and, where available, photographs or other reasonable evidence of the issue.
20.4. Nukaba Ltd may request additional information or arrange for inspection of the merchandise where reasonably necessary to assess the claim.
20.5. Where a product is found to be defective, incorrect, misdescribed or otherwise non-conforming, the Company shall provide the remedy required under applicable law, which may include repair, replacement, refund or another legally available remedy, as appropriate.
20.6. The discretionary twenty-four-hour notification period and fourteen-day exchange period shall not apply so as to extinguish mandatory statutory rights relating to defective or non-conforming goods.
20.7. Claims arising solely from misuse, accidental damage, unauthorised alterations or ordinary wear and tear may be rejected where justified by the circumstances and applicable law.
21. PRE-ORDER AND ON-DEMAND MERCHANDISE
21.1. Products expressly identified as pre-order or on-demand merchandise shall be subject to the additional conditions communicated before purchase and the relevant provisions of the Company's General Terms and Conditions.
21.2. Pre-order merchandise may require approximately two (2) to four (4) weeks to arrive in Mauritius, unless another estimated period has been communicated.
21.3. Delivery estimates may be affected by supplier availability, international transportation, customs clearance or other circumstances beyond the Company's reasonable control.
21.4. Voluntary cancellation or exchange of specially sourced merchandise may be restricted after the order has been accepted and submitted to the supplier, provided that such restrictions were disclosed before purchase and are legally permissible.
21.5. Nothing in this section shall exclude the Customer's rights where the Company fails to fulfil its contractual obligations or supplies defective, incorrect or non-conforming merchandise.
22. MISUSE OF THE EXCHANGE SERVICE
22.1. Customers shall use the Company's voluntary exchange service in good faith and in accordance with the conditions set out in this Policy.
22.2. Nukaba Ltd reserves the right to reject a discretionary exchange request where there is reasonable evidence of fraudulent activity, deliberate misrepresentation, product substitution, unauthorised alteration or material non-compliance with the applicable exchange conditions.
22.3. Where a Customer repeatedly engages in fraudulent or abusive conduct, the Company may restrict access to discretionary services or decline future transactions on legitimate grounds, subject to applicable law.
22.4. Any restriction shall be proportionate to the circumstances and shall not affect existing contractual obligations or mandatory statutory consumer rights.
23. CUSTOMER ASSISTANCE AND AFTER-SALES SERVICE
23.1. Nukaba Ltd is committed to providing reasonable customer assistance before and after purchase.
23.2. Customers may request assistance concerning product specifications, garment measurements, sizing, delivery arrangements, order tracking and voluntary exchanges.
23.3. The Company endeavours to provide customer assistance seven (7) days per week through its available communication channels, subject to staff availability and operational circumstances.
23.4. Customer assistance availability shall not constitute a guarantee of immediate response at all hours.
23.5. Customers are encouraged to contact the Company promptly concerning any issue affecting an order so that an appropriate resolution may be considered.
24. AMENDMENTS TO THIS POLICY
24.1. Nukaba Ltd reserves the right to amend this Policy from time to time to reflect changes in shipping arrangements, postal tariffs, operational procedures, business practices or applicable legislation.
24.2. Revised versions shall be published on the Website together with an updated effective date.
24.3. Unless otherwise required or permitted by law, amendments shall apply prospectively and shall not retrospectively alter the agreed conditions of orders already accepted.
25. GOVERNING LAW AND DISPUTE RESOLUTION
25.1. This Policy shall be governed by and interpreted in accordance with the laws of the Republic of Mauritius.
25.2. Any complaint or dispute arising from shipping, delivery, product exchanges, returns or refunds should initially be communicated to Nukaba Ltd through its official customer service channels.
25.3. The Company shall endeavour to investigate complaints in good faith and seek an appropriate resolution within a reasonable period.
25.4. Where a dispute cannot be resolved amicably, either party may pursue the remedies available under applicable Mauritian law.
25.5. Nothing contained in this Policy shall restrict access to competent courts, regulatory authorities or any mandatory statutory consumer remedy.
26. CONTACT INFORMATION
For shipping enquiries, order tracking, delivery concerns, exchange requests or after-sales assistance, Customers may contact:
NUKABA LTD
Trading as Nukaba Boutique
Wellington Street, Trou d'Eau Douce, Mauritius
Email: info@nukaba.com
WhatsApp / Customer Service: +230 5908 4619
Website: www.nukaba.com
Trading Name: Nukaba Boutique
Legal Entity: Nukaba Ltd
Business Address: Wellington Street, Trou d'Eau Douce, Mauritius
Governing Law: Republic of Mauritius
Effective Date: 10 November 2026
END OF SHIPPING, DELIVERY, RETURNS & EXCHANGES POLICY
This Policy forms part of the General Terms and Conditions of Nukaba Ltd and is governed by the laws of the Republic of Mauritius, subject to all applicable mandatory statutory requirements.
