Return & Refund Policy

At Nelyvora™, customer satisfaction is an important part of our service. We want you to feel confident when shopping with us, and this policy explains our return process, refund procedures, and related guidelines.

1. Return Eligibility

We provide a 30-day return period after your order has been delivered.

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

The product is in its original condition
The item has not been used or modified
The product includes original packaging and accessories when applicable
Proof of purchase is provided

Items that do not meet these requirements may not be accepted for return.

2. Requesting a Return

To begin the return process, please contact our customer support team:

Email: service@nelyvora.com

Please wait for return approval before sending any items back.

Once your request is approved:

Return instructions will be provided
Any required return details will be shared with you
Your return shipment must follow the provided instructions

Please note that packages returned without prior authorization may not be processed.

3. Damaged, Incorrect, or Defective Items

Please review your order when it arrives.

If you receive an item that is damaged, defective, or different from what you ordered, please contact us as soon as possible.

To help us resolve the issue efficiently, please include:

Your order information
A description of the issue
Supporting photos when applicable

Our team will review the request and assist with the next steps.

4. Items Not Eligible for Return

Certain products may not qualify for returns, including:

Items that have been used or altered
Products without original packaging
Personalized or customized items
Clearance or final sale items
Gift cards
Original shipping charges

If you are uncertain whether your item qualifies, please contact us before submitting a return request.

5. Exchanges

If you would like to receive a different item, the recommended process is:

Submit a return request for the original product
Return the item after approval
Place a new order for the replacement product

This helps ensure faster processing and availability of the item you need.

6. European Union 14-Day Cancellation Right

For orders delivered within the European Union, customers may have the right to cancel or return their purchase within 14 days after receiving the item.

To qualify:

The product must remain unused
The item must be returned in its original packaging
Proof of purchase is required

This right applies according to applicable consumer protection regulations.

7. Refund Process

After your returned item arrives and is inspected, we will send you an update regarding your refund status.

If approved:

Refunds will be returned to the original payment method
Processing may take up to 10 business days
Your bank or payment provider may require additional time to complete the transaction

If you have not received your refund after the processing period, please contact us at:

Email: service@nelyvora.com