Return policy
Our commitment to customer satisfaction leads us to offer a return policy dedicated exclusively to defective or damaged items. If you have a problem with your order, here is how we can proceed:
Duration of the Policy:
You have 14 days from the date you received your order to submit a return request. After this period, we unfortunately cannot accept returns or offer refunds or exchanges.
Return Conditions
To be eligible for return, the item must:
- Be defective or damaged upon receipt.
- Remains unused and in the exact condition you received it.
- Be returned in its original packaging.
Non-Returnable Items
We do not repeat:
- Items not affected by defects or damage (due to our policy focusing on defective or damaged products only).
Return Process
To initiate a return, please provide us with a receipt or proof of purchase. Contact us at the following address: contact.nelovia@gmail.com, without returning your purchase to the manufacturer.
Refunds
After receipt and inspection of the returned item, we will notify you whether your refund has been approved or rejected. If approved, the refund will be processed, and a credit will automatically be applied to your credit card or original payment method, within a specified time frame.
Promotional Items
Only full price items are eligible for a refund. Promotional items cannot be refunded.
Trades
We only replace items if they are defective or damaged upon receipt. For an exchange, send us an email to contact.nelovia@gmail.com.
Return Shipping
To return your product, you must send it to the address that will be provided to you after you contact us.
Return shipping costs are your responsibility and are non-refundable. If you receive a refund, the cost of return shipping may be deducted from your refund.
We recommend using a tracking service or insuring your shipment for items valued over €75, as we cannot guarantee receipt of your returned item.
