Return & Refund Policy
When You Need Another Outcome From a Purchase
A product can be unsuitable for personal reasons, or an order may arrive damaged or incorrect. Nevlora uses the process below to explain how return requests are handled, when customers may receive refunds, and what happens if a product has a problem.
1. Return Request Window
You may request a return within 30 calendar days after delivery. Contact service@nevlora.com within that period with your order number, the item involved, and the reason for your request. Statutory remedies for faulty or misdescribed goods may remain available beyond this voluntary return window.
2. Conditions for Voluntary Returns
For a change-of-mind return, products should generally remain unused beyond reasonable inspection, be in their original condition, and include relevant components and accessories. Original packaging should be included where reasonably necessary. Please provide enough purchase information to identify the order.
Certain goods may be excluded from voluntary returns where a lawful exception applies, including qualifying personalized, perishable, or hygiene-sensitive items. These conditions do not remove mandatory rights for defective, damaged, incorrectly supplied, or materially misdescribed products.
3. Starting a Return
First, contact us. Email service@nevlora.com with the order number, product, and reason for returning it.
Then, provide relevant details. If the product is defective, damaged, or incorrect, describe the issue and provide photographs where reasonably possible.
Wait for return instructions. We will review the request and explain the appropriate next steps. If an item must be mailed back, the instructions will identify an authorized return destination.
Prepare the parcel. Pack the item securely, include relevant accessories, and retain proof of shipment when available.
Our registered company address is not automatically a merchandise return address. Do not mail a return there unless our support team specifically authorizes it.
4. Responsibility for Return Shipping
For eligible voluntary returns based on preference or a change of mind, the customer generally pays return shipping unless applicable law requires otherwise.
When an item is defective, arrives damaged, or is not the product ordered, we cover applicable reasonable return shipping costs or provide another appropriate remedy as required by law. Please contact us before arranging an expensive international return.
5. Review and Approval
After a returned item reaches the authorized destination, we may assess its condition, included components, and the information supplied with the request. We will communicate the result and any next steps. Legal remedies are not restricted solely by ordinary change-of-mind product-condition requirements.
6. Refund Method and Timing
After a refund is approved, we normally initiate repayment within 10 business days after approval, unless applicable law requires a shorter timeframe. Refunds generally go to the original payment method unless another method is legally required.
Refund initiation and the appearance of funds in a bank account are different events. Card issuers, banks, and payment services may need additional processing time. Any refund of original shipping charges depends on the reason for the return, purchase terms, and mandatory legal requirements.
7. Restocking Fees
We do not charge a restocking fee for eligible returns. Return postage, if payable by the customer under this policy, is separate from a restocking fee.
8. Damaged, Faulty, or Incorrect Orders
If an item is damaged, incomplete, defective, or different from its description, contact us as soon as reasonably possible. Share your order number and a clear explanation, with photographs when available. Depending on applicable law and the circumstances, remedies may include repair, replacement, a full or partial refund, or another required solution.
9. Cancellation and Exchanges
If you want to cancel an order, contact us promptly before dispatch. We will try to assist, but cancellation may no longer be possible after fulfillment has progressed. Once dispatched, the return process and any statutory withdrawal rights apply.
For an exchange, contact support to discuss the product and your preferred outcome. Availability and the reason for the request determine whether a direct exchange is practical. An eligible return followed by a separate purchase may be an alternative.
10. Refused or Undeliverable Packages
If a package is returned because of inaccurate address information, failed delivery attempts, or refusal, we will review the situation before determining next steps. Any shipping expense or refund adjustment will comply with the purchase terms and applicable law.
11. Mandatory Consumer Protections
Nothing in this policy excludes rights that cannot legally be waived, including applicable withdrawal periods, warranties, delivery remedies, and legally required refund deadlines. Where mandatory law differs from these standard conditions, the law takes precedence.
12. Return and Refund Contact Information
Operating Company: Haikou Qingye Weishi Technology Co., Ltd.
Unified Social Credit Code (USCC): 91460000MAKEN75M29
Company Address: Room J0178, Room 10-1120, 11th Floor, Building 10, Guoxingcheng, No. 4 Dayingshan East 3rd Road, Lantian Street, Meilan District, Haikou, Hainan Province
Support Email: service@nevlora.com
Contact Phone: +86 15648316579
Business Hours: Monday to Friday: 9:00 AM - 5:00 PM (UTC+8, China Standard Time)
Website: https://nevlora.com