Refund policy

Nelovia Return & Refund Policy

Our policy lasts 30 days. If 30 days have passed since your purchase, unfortunately, we cannot offer you a refund or exchange.

Eligibility for Returns

To be eligible for a return, the item must be unused and in the same condition you received it. It must also be in its original packaging.

Several types of products are exempt from return:

  • Perishable products (such as food, flowers, newspapers, or magazines)
  • Intimate or sanitary products
  • Hazardous materials, flammable liquids, or gases

Additional Non-Returnable Items

  • Gift cards
  • Downloadable software products
  • Some health and personal care items

To complete your return, we require a receipt or proof of purchase. Do not return your purchase to the manufacturer.

Partial Refunds (if applicable)

Certain situations qualify for partial refunds only:

  • Book with obvious signs of use
  • CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened
  • Any item not in its original condition, damaged, or missing parts for reasons not due to our error
  • Any item returned more than 14 days after delivery

Refunds (if applicable)

Once we receive and inspect your return, we will notify you via email regarding the approval or denial of your refund. If approved, the refund will be processed and a credit will automatically be applied to your original payment method within a certain number of days.

Late or Missing Refunds (if applicable)

If you have not yet received your refund:

  1. Recheck your bank account.
  2. Contact your credit card company (it may take time for the refund to officially appear).
  3. Contact your bank (processing times may vary).

If you've done all of this and still have not received your refund, please contact us at: 📩 nelovia.help@outlook.com

Sale Items (if applicable)

Only regular-priced items may be refunded. Unfortunately, sale items cannot be refunded.

Exchanges (if applicable)

We only replace items if they are defective or damaged. If you need to exchange it for the same item, email us at: 📩 nelovia.help@outlook.com

If the item was marked as a gift when purchased and shipped directly to you, you will receive a gift credit for the value of your return. Once we receive the returned item, a gift certificate will be mailed to you.

If the item was not marked as a gift, or the gift giver had the order shipped to themselves and later gave it to you, the refund will be sent to the gift giver.

Subscriptions

Subscription orders are non-refundable until at least the first subscription cycle has been completed and delivered. This policy prevents misuse of subscription discounts (e.g., placing one order at a discount and immediately canceling).

After the first subscription delivery, customers may cancel future subscription renewals at any time, but refunds for already processed subscription charges will not be issued.

Shipping

You are responsible for paying shipping costs to return your item. Shipping charges are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it takes for exchanged products to reach you may vary.

If you are returning an item valued at over $75, we recommend using a trackable shipping service or purchasing shipping insurance. Nelovia does not guarantee that we will receive your returned item.