Return and exchange policy

 

This Return and Exchange Policy outlines the terms and procedures applicable to purchases made through Nerivanto (hereinafter referred to as “we”). It is designed to provide clear guidance regarding eligibility, processing steps, and responsibilities related to returns and exchanges.

1. Return and Exchange Period

Requests for returns or exchanges may be submitted within 30 days from the date the order is successfully delivered. Requests submitted after this period may not be accepted.

2. Eligible Return and Exchange Conditions

We accept return or exchange requests under the following circumstances:

• The product shows visible appearance defects
• The product has functional or quality-related issues
• The product has an unusual odor or noticeable color discrepancy
• The item received does not match the order details
• A return or exchange is requested without a specific reason, provided the item remains in acceptable condition

3. Return Request Process

1. Contact our customer support team by email or phone and provide your order number, proof of payment, reason for return, and relevant photos or videos.
2. Your request will be reviewed promptly. Once approved, you will receive confirmation along with the designated return address.
3. Return the item following the provided instructions and retain your shipping receipt until confirmation of receipt.
4. After the item is received and inspected, an approved refund will be processed. Further details can be found in our refund policy.

4. Exchange Request Process

1. Submit your exchange request by contacting us with your order number, payment confirmation, reason for exchange, and supporting images or videos.
2. Once approved, you will receive return instructions and the appropriate return address.
3. Return the item and wait for confirmation of receipt.
4. After inspection, if the item meets the stated conditions, a replacement will be shipped within 1–3 business days. Estimated delivery times are available in our shipping policy.

5. Refund Processing

Approved refunds are issued to the original payment method used at checkout, including Visa or MasterCard. Processing typically takes 1–5 business days, depending on your financial institution. If the refund is not reflected within this timeframe, please contact us for assistance.

6. Return Shipping Cost Responsibility

• If the return or exchange is due to defects, quality issues, abnormal odor, color differences, or incorrect items, we will cover the return shipping cost.
• If the return or exchange is requested without a specific reason, the return shipping cost will be the customer’s responsibility.

7. Responsibility Disclaimer

We make every effort to process returns and exchanges fairly and efficiently. However, we are not responsible for damage caused by improper use, handling, or storage after delivery.

8. Return Label Information

A return label is included in the original package. Please attach it securely to the parcel when returning the item to ensure accurate and timely processing.

9. Contact Information

For any questions related to returns, exchanges, or after-sales support, please contact us using the details below:

Contact Address: 25 Sniffen Street, Unit E, Norwalk, CT 06851-6182, United States
Customer Service Phone: +1 (631) 560-7558
Customer Service Email: team@nerivanto.com
Service Hours: Monday to Friday, 9:00–12:30 and 14:00–18:00 (Europe/London, GMT/BST)