Returns · Refunds · Order Issues
Return & Refund Policy
This policy explains our 180-day return-request window, return procedures, order issues, approved return costs and refund processing.
Return Window
Eligible return requests may be submitted within 180 days after confirmed delivery.
How to Start a Return
Contact customer support before sending anything back.
Provide the order information and explain the reason for the return request.
Return Review
Return requests may be reviewed based on the circumstances of the order and the reason for return.
If approved, customer support will provide the appropriate next step.
Return Condition
Items should generally remain in a condition appropriate for review of the return request.
Depending on the situation, we may request:
- Order information.
- Product photos.
- Packaging photos.
- A clear explanation of the issue.
- Other relevant information needed to review the request.
Damaged Products
If an item arrives damaged, contact customer support with the order information.
Photos of the product and packaging may help us review the condition of the delivery.
Defective Products
If you believe a product is defective, contact customer support and describe the issue clearly.
Additional information or photographs may be requested where helpful.
Incorrect Products
If the product received does not match the order, contact customer support and identify the item received.
Incomplete Orders
If part of an order appears missing, review available tracking information first, as some orders may arrive in separate packages.
Contact customer support if the order remains incomplete.
Authorized Return Costs
For eligible authorized returns involving damaged, defective, incorrect or incomplete items, a prepaid return method or approved reimbursement may be provided where applicable.
Return Address
The business address shown on nelvonna.com is provided for company identification.
It is not automatically a product-return warehouse or return destination.
Follow the approved return instructions provided by customer support.
Unapproved Returns
Do not send products back without first contacting customer support.
A return sent to an incorrect or unapproved location may be delayed or may not be processed correctly.
Refund Approval
Once a return or other refund request has been reviewed and approved, refund processing can begin.
Refund Processing Time
Approved refunds are generally processed within 5–10 business days after approval.
Original Payment Method
Approved refunds are generally returned to the original payment method used for the order.
Another method may be used only where required by law or specifically agreed for an individual case.
Payment Provider Posting Time
After a refund is processed, the customer's bank, card issuer or payment provider may require additional time before the refund appears.
Exchanges
Where appropriate, customer support may discuss an exchange or another resolution.
Exchanges are not guaranteed and depend on the circumstances and product availability.
Replacements
For certain order issues, customer support may discuss a replacement where appropriate.
Replacement availability is not guaranteed.
Order Cancellation
If you want to cancel an order, contact customer support as soon as possible.
Cancellation cannot be guaranteed once processing or fulfillment has begun.
Order Changes
If you need to change an order, contact us as soon as possible.
Changes cannot be guaranteed once processing or fulfillment has begun.
Mandatory Consumer Rights
Nothing in this policy is intended to limit rights that cannot lawfully be excluded under applicable consumer-protection laws.
Return & Refund Support
Email: service@nelvonna.com
Phone: +86 183 6718 0353
Customer Service Hours: 8:00 AM – 10:00 PM Daily