At Neovana, customer satisfaction is our top priority. We take great care in ensuring that every product you receive meets our quality standards. However, if for any reason you are not fully satisfied with your purchase, our Return and Exchange Policy is designed to make the process simple and transparent.
Eligibility for Returns
You may request a return or exchange within 7 days of receiving your order. To be eligible, the item must be unused, unworn, and in the same condition as received, with all original packaging, tags, and accessories intact. Any item that shows signs of wear, damage, or alteration will not be eligible for return or exchange. Products purchased during sale or clearance events are considered final and cannot be returned unless defective.
Defective or Incorrect Items
If you receive a damaged, defective, or incorrect item, please contact us immediately at neovanastore@gmail.com with your order number and clear photos of the product. Our support team will review the case and arrange for a replacement or refund as appropriate. In such cases, we cover the cost of return shipping and ensure a quick resolution.
Exchange Requests
If you wish to exchange a product for a different size, color, or item, please notify us within 7 days of delivery. Once the returned item is received and inspected, we will process your exchange and send the replacement product as soon as possible. Customers are responsible for shipping costs associated with exchanges unless the item received was incorrect or defective.
Return Process
To initiate a return, contact our support team at neovanastore@gmail.com with your order details and reason for return. Once your request is approved, we will provide instructions on how to send your item back. Please ensure that the package is securely packed to prevent damage during transit. We recommend using a trackable shipping method, as we cannot be held responsible for lost return shipments.
Refunds
After we receive and inspect the returned item, we will notify you of the status of your refund. If approved, the refund will be processed to your original method of payment within 7 to 10 business days. Please note that shipping charges and transaction fees are non-refundable. If your return does not meet our policy conditions, the item will be sent back to you at your expense.
Non-Returnable Items
Certain types of products are not eligible for return due to hygiene or safety reasons, such as intimate wear, personal care products, or accessories. Additionally, customized or made-to-order products cannot be returned unless they arrive damaged or incorrect.
Order Cancellations
Orders can only be canceled before they have been processed or shipped. Once an order has been dispatched, it can no longer be canceled but may still qualify for return after delivery according to the conditions mentioned above. If you wish to cancel an order, please contact us immediately at neovanastore@gmail.com.
Contact Us
If you have any questions or need help with a return or exchange, please contact us at neovanastore@gmail.com. Our customer service team is always ready to assist and ensure your experience with Neovana remains positive and hassle-free.