Refund policy

Return and Refund Policy

Last Updated: September 3, 2026

Thank you for shopping with NACOT LIMITED. We want you to be completely satisfied with your purchase. If you are not satisfied with your order, please review the return and refund policy below.

This Return and Refund Policy applies to products purchased directly through our official online store.

1. Return Period

You may request a return within 30 days from the date you received your order.

If more than 30 days have passed since your order was delivered, we may not be able to offer a refund or exchange.

2. Return Eligibility

To be eligible for a return, the item must meet the following conditions:

The item must be unused, unworn, and unwashed.
The item must be in the same condition in which you received it.
The item must be free from stains, odors, pet hair, or other visible signs of use.
Original tags, labels, and packaging should remain attached and intact where applicable.
Proof of purchase or a valid order number must be provided.

We reserve the right to refuse a return if the item does not meet the above conditions.

Non-Returnable Items

The following items are generally not eligible for return or refund:

Personalized or custom-made products, unless they arrive defective or damaged.
Gift cards.
Clearance or final-sale items, where clearly identified as final sale at the time of purchase.
Products that have been worn, washed, altered, damaged, or otherwise used after delivery.
3. How to Request a Return

To request a return, please contact our customer service team at:

Email: plottwist@brenovella.com
Phone: +852 57048732

Please include the following information in your request:

Your full name
Order number
Product name
Reason for the return
Photos of the product, if applicable

Our customer service team will review your request and normally respond within 2–3 business days.

If your return request is approved, we will provide you with the return instructions and return shipping address.

Please do not send an item back before receiving return instructions from our customer service team.

4. Return Shipping

Unless the return is caused by an error on our part, such as receiving the wrong item or receiving a defective product, the customer is generally responsible for the return shipping costs.

Original shipping charges are generally non-refundable unless the return is due to an error on our part or the product arrived damaged or defective.

We recommend using a shipping service that provides tracking information. We are not responsible for returned packages that are lost or damaged while being shipped back to us.

5. Damaged, Defective, or Incorrect Items

Please inspect your order as soon as you receive it.

If you receive an item that is:

Damaged during delivery;
Defective;
Significantly different from the product description; or
The wrong item, size, or color due to an error on our part,

please contact us within 48 hours of delivery.

Please provide your order number and clear photographs showing the issue.

After reviewing the situation, we may offer one of the following solutions, where appropriate:

A replacement item at no additional cost;
A partial refund; or
A full refund.

The appropriate resolution will depend on the circumstances of the issue.

6. Refunds

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

If your return is approved, the refund will be issued to your original payment method.

Please allow approximately 5–10 business days for the refund to appear in your account after it has been processed. The actual processing time may vary depending on your bank, credit card issuer, or payment provider.

If you have not received your refund after the applicable processing period, please contact your bank or payment provider first. If the issue remains unresolved, please contact us at plottwist@brenovella.com.

7. Exchanges

If you need to exchange an item for another size or color, please contact us before returning the product.

Exchanges are subject to product availability.

If the requested replacement item is unavailable, we may offer a refund or another appropriate solution.

8. Order Cancellation

If you need to cancel an order, please contact us as soon as possible after placing the order.

We will make reasonable efforts to accommodate cancellation requests before an order has been processed or shipped. Once an order has entered processing or has been shipped, cancellation may no longer be possible and the customer may need to follow the return procedure described above.

9. Refund Exceptions

A refund may be refused or adjusted if:

The returned product does not meet the return eligibility requirements.
The product has been worn, washed, altered, or damaged after delivery.
The product is missing essential tags or components.
The return request is made after the applicable return period.
The product was clearly identified as non-returnable or final sale at the time of purchase.
10. Contact Us

If you have any questions regarding our Return and Refund Policy, please contact us:

Company Name: NACOT LIMITED
Email: plottwist@brenovella.com
Phone: +852 57048732

Mailing Address:
FLAT A516, 5/F, EFFICIENCY HOUSE
35 TAI YAU STREET
SAN PO KONG, KOWLOON
HONG KONG