Returns & Refunds

At NAYA, we handle every return with care, fairness, and transparency.

30-Day Returns

You may request a return within 30 days of delivery. Items must be unused, unchewed, in their original condition, and returned with the original packaging and proof of purchase.

For hygiene and safety reasons, toys that have been used or placed in a dog’s mouth cannot be returned unless they arrived damaged or defective.

Starting a Return

Contact us at nayashop@nayashop.net with your order number and reason for the return. For damaged, defective, or incorrect items, please include clear photos.

Once approved, we will provide return instructions and the correct address. Please do not send an item back without prior authorization or to the address shown on the original package.

Return Shipping

For returns due to a change of mind, size, color, or preference, return shipping costs are the customer’s responsibility.

We currently do not offer a local U.S. return address, so approved returns may need to be sent to our international return facility. Original shipping charges are non-refundable unless the item was damaged, defective, incorrect, or otherwise required by law.

Damaged or Incorrect Items

If your item arrives damaged, defective, or incorrect, please contact us as soon as possible. Once approved, we will arrange a replacement or refund at no additional cost. Please do not return the item unless instructed.

Refunds & Exchanges

Approved refunds will be issued to the original payment method within 5–7 business days after inspection. Your bank may require additional processing time.

Exchanges are subject to availability. Additional shipping costs may apply to exchanges requested due to size, color, or personal preference.

Undeliverable Packages

Customers are responsible for providing an accurate shipping address and collecting their package when required. If an order is returned due to an incorrect address, refusal, or failure to collect it, a reshipping fee may apply.

Non-Returnable Items

Used or chewed toys, gift cards, and items clearly marked as final sale cannot be returned, except where required by applicable law.

For assistance, contact us at nayashop@nayashop.net.