Refund policy

NEED TO RETURN YOUR ORDER?

Easy! If you are not in love with the product you purchased, Nevala will provide you with full store credit for your returned items.

RETURNS POLICY

  • Items must be returned within 14 days from the delivery date.

  • All returns will automatically be issued store credit (this allows you to easily re-purchase an alternative item or the same item in a different size).

  • Items marked with the "FINAL SALE" message cannot be returned unless faulty.

  • We do not offer refunds for final sale items, change of mind, or incorrect sizing choices.

  • Customers who have received an incorrect item or a product with a manufacturing defect will receive a refund. (Please note that the Nevala Warehouse undertakes strict quality control on every item prior to dispatch and upon receiving returns).

  • Please handle products with care when trying them on. (Items that are manually damaged or do not comply with our returns policy will be declined and sent back to the customer).

  • Nevala is not responsible for return shipping costs.

  • We do not issue store credit or refunds on original shipping charges.

Please note: Orders returned due to unclaimed or rejected customs fees, missed deliveries, or incorrect addresses will be issued store credit minus shipping fees. This can only be issued once the carrier confirms the return via the tracking link. Refunds are not provided for these returns.

HOW TO START A RETURN

We have a 14-day return policy, meaning you have 14 days after receiving your order to request a return.

Return Conditions:

  • The item must be in the same condition as received: unworn, unused, with tags, and in the original packaging.

  • You must provide proof of purchase.

To initiate a return, contact us at info.mdamarketing@gmail.com. Returns should be sent to:

Address:
B1, Building A, Building 2, Yingtian Pixel Park, Gongshu District, Hangzhou City, Zhejiang Province, China.

Important:

  • Customers are responsible for creating and paying for their own return shipping label.

  • Items sent back without prior return approval will not be accepted.

  • For any return-related inquiries, contact us at info.mdamarketing@gmail.com.

WHAT CANNOT BE RETURNED?

Sale items cannot be returned (excluding full-priced items purchased using a discount code).

For hygiene and safety reasons, the following items cannot be returned:

  • Accessories 

  • Lingerie

  • Swimwear (without a hygiene sticker)

  • Gift cards

EXCHANGES

  • Store credit will be issued so you can re-purchase a new item or size.

  • If you need an urgent exchange, we highly recommend purchasing the replacement size first and then sending back the unwanted item. Once received, we will issue store credit.

  • We do not hold items or exchange them while your return is in transit.

CREDIT NOTES, REFUNDS & PROCESSING TIMEFRAMES

  • Depending on your shipping service and country, returns can take up to 21 working days (excluding weekends and public holidays) to be delivered and processed by our returns team.

  • If eligible for a refund (e.g., faulty item), it will be issued to the original payment method used for the order.

  • If an order was paid for using both a credit card and a gift card/store credit, the return will first be applied to the gift card/store credit.

  • Please do not contact us regarding your return status unless it has been 15 days since posting your return.

  • You will receive an email confirmation once your return is processed.

  • Store credit will be issued via email in the form of a code, valid for 6 months from the date of issuance.

Please note:

  • Nevala does not operate on public holidays, and all returns will be processed on the next working day.

  • If your return has not been processed within 15 business days, please contact us at info.mdamarketing@gmail.com.