Returns Policy

RETURNS POLICY

At Nevaeh Ltd., we are committed to ensuring the satisfaction of our customers. This Refund Policy outlines our protocols and procedures regarding refunds, ensuring a transparent and fair process for all our clients.

Please note that this policy applies to all purchases made through our website, Nevaeh-clothing.com. We encourage our customers to read this policy thoroughly to understand their rights and our obligations. This will help facilitate a smooth process, should you need to make a return.

We understand that every situation is unique, and we are dedicated to handling each case with the attention and care. If you have any questions or concerns please contact our customer support team at enquiries@nevaeh-store.com for assistance.

 

RETURNS

All returns must be postmarked within 30 days of delivery.

Please note:

  • All items must be in new and unused condition, with all original tags, labels, and original packaging.
  • If any parcel is undelivered or appears lost with the courier, you must notify our customer services team within 24 days of placing your order. We do not accept any responsibility for any missing, lost or damaged parcel claims outside of this period.

 

 

What if my product is damaged/wrong?

 

Our team does proper quality checks on every order that ships. If you have still received a damaged or wrong product, drop us an email at: enquiries@nevaeh-store.com or visit: https://nevaeh-store.com/a/returns. You will be informed about the next steps accordingly.

 

Note: Please pack the product in the same condition as you have received it.

 

 

What are the cases in which I can return an item?

You can return an item for the following reasons:

 

  • Received a damaged product.
  • Received the wrong/mislabelled product.
  • To Make an exchange
  • To Request a Refund

 

 

Which are the items that cannot be returned/replaced?

In our commitment to customer satisfaction, we also need to set clear guidelines on when a refund or return may not be possible. The following are circumstances under which we cannot accept returns or issue refunds:

  • Late Request: Requests initiated more than 14 days after delivery cannot be accommodated.
  • Mystery Items: Mystery items are non-returnable.
  • Incorrect Shipping Address: If the wrong shipping address is entered at checkout, we cannot offer a refund or return.
  • Original Packaging: Returns must include all original packaging, price tags, labels, and accessories. Items returned without these, or with damaged packaging, will not be accepted.
  • Altered Serial Number: Products with defaced or altered serial numbers are not eligible for return or refund.
  • Intentional Damage: Products that have been intentionally damaged, or otherwise destroyed are not eligible for return.
  • Free or Complimentary Products: Return or replacement requests for items that were free or complimentary are not accepted.

 

How long will it take for the return process to complete?

 

We will make sure that the return process is smooth and fast. As we receive your product for a return, we will process your return within 14 working days after a thorough inspection of your return.

                                               

RETURN PROCESS

 

To return an item, please email customer service at enquiries@nevaeh-store.com or visit: https://nevaeh-store.com/a/returns with your concern and the order number to obtain the return approval, place the item securely in its original packaging, and mail your return to the address provided by us in the following format:

 

Nevaeh Ltd.

4 cropper close,

Whitehills Business Park

Blackpool FY4 5PU

United Kingdom

 

Please note:

Responsibility for Shipping Charges: You, the customer, will be responsible for all return shipping charges. We strongly advise you to use a trackable shipping method when returning your product.

Refund of Shipping Fees in Specific Cases: In instances where it is determined that there was a legitimate issue with the product, such as a defect in quality or an error in the item shipped, Nevaeh Ltd. will refund the shipping fees incurred by the customer.

Requirement for Return Confirmation: Please do not mail your return package without receiving confirmation from us. Returning an item without prior confirmation may result in the rejection of your return request. In such cases, no refund or replacement will be provided.

 

DISCLAIMER: THE COMPANY HAS A DEDICATED TEAM THAT WILL CHECK THE RETURNED PRODUCTS AND THEIR DECISION ON YOUR REQUEST WILL BE FINAL TO ACCEPT OR REJECT. WE MAY REJECT THE RETURNED PRODUCT IF THERE IS DAMAGE TO THE PRODUCT OTHER THAN WHAT WAS VISIBLE IN THE UNBOXING VIDEO OR IF FOUND THE PRODUCT IS TO BE USED OR TAMPERED WITH. IF A RETURNED PRODUCT IS REJECTED, NO EXCHANGE OR REFUND WILL BE ISSUED TO THE CUSTOMER, AND THE CUSTOMER MAY CHOOSE TO HAVE THE PRODUCT SHIPPED BACK TO THEM AT THEIR OWN COST.

 

RULES FOR ACCEPTING SHIPMENTS

Before accepting the shipment of any product, kindly ensure that the product’s packaging is not damaged or tampered with. If the package is damaged or tampered with, we request you refuse delivery and if possible click some photos of the packaging and send it over to us so that we can take further action. We assure refund upon such refused delivery or non-delivery. If in case you choose to accept the product, you shall do it at your own risk.

 

REPEATED RETURN REQUESTS

  • We reserve the right to impose such charges as is necessary to reimburse the expense of delivery if we observe that you have a transactional history of repeated returns.
  • We also reserve a right to make the products ineligible for return or exchange, if we observe a transactional history of repeated returns.
  • The liability and risk of such returns shall be on you to establish your claim for return. replacement shall only be initiated if they pass through the conditions mentioned above. If the product fails to pass through the verification and checks, the product shall be shipped back to you, for which you shall have to bear the expense.

REFUNDS

 

After receiving your return and inspecting the condition of your item, we will process your refund. Please allow at least twenty-one (21) business days from the receipt of your item to process your refund. Refunds will be credited to the original payment method that You used while making the purchase. Refunds may take 1-2 billing cycles to appear on your credit card statement, depending on your credit card company.

Please note: Items which have been bought using a gift card or a discount or in general the item is on discount. These orders will be credited via gift card and not refund

 

Refunds: Duplicate payment

Refund of the duplicate payment made by the delegate will be processed via the same source (original method of payment) in 7 working days after intimation by the customer.

 

 

CANCELLATIONS

 

Immediate Order Processing and Cancellation Limitations
At Nevaeh Ltd., your shopping experience is our top priority. We understand that plans can change, and we're here to support you every step of the way. You have the flexibility to cancel your order at any point when it’s in the processing phase and before it gets shipped. Just reach out to us, and if your order hasn't been shipped yet, we'll cancel it right away, refunding the full amount to your original payment method. Please note, that once the order has been shipped, we won't be able to process a cancellation. In such cases, the product will go through its normal delivery process.

 

Cancellation from our end

We do our best to ensure all orders are processed smoothly, but sometimes situations arise that might lead us to cancel an order. These situations include:

  • Unavailability of Product/Service: Occasionally, a product or service may become unavailable after you've placed an order. If this happens, we'll inform you as soon as possible and offer a full refund or suggest alternative options that might interest you.
  • Non-compliance with Terms of Service: We uphold our Terms of Service and if an order doesn't align with these or with applicable laws, we reserve the right to cancel it.
  • Suspicion of Fraudulent Activity: Your security is crucial to us. If we suspect any fraudulent activity or unauthorized use of payment information, we'll cancel the order to protect both you and our platform.

Should we need to cancel your order for any reason, we’ll reach out to you using the contact information you provided when placing the order. Any refunds due will be processed back to the original payment method you used for the purchase.

 

14-DAY WITHDRAWAL RIGHTS FOR EU USERS

Overview of the Right of Withdrawal

As a consumer residing in the European Union, you are entitled to a statutory right to withdraw from your purchase within 14 days without giving any reason. This period, known as the "cooling-off" period, aims to give you the opportunity to examine the goods as you would in a physical store.

 

Commencement of the Withdrawal Period

The withdrawal period will expire 14 days after the day you, or a third party other than the carrier and indicated by you, acquires physical possession of the goods. If your order consists of multiple goods delivered on different days, or in the case of a single order composed of multiple lots or pieces delivered over a period of days, the withdrawal period expires 14 days after the day you acquire physical possession of the last good, lot, or piece.

 

Conditions where the Right of Withdrawal does not Apply

You do not have a right to withdraw from contracts in respect of:

  • (a) Any goods which become mixed inseparably (due to their nature) with other items after their delivery.

 

Exercising Your Right of Withdrawal

To exercise your right of withdrawal, you must inform us of your decision to withdraw from this contract by an unequivocal statement (e.g., a letter sent by post, or email) within the withdrawal period. Please use the following contact details:

  • (a) Email: enquiries@nevaeh-store.com, including your name, home address, details of the order, and, where available, your phone number and email address.
  • (b) By post: Complete the form enclosed in your parcel and send it back to us at the address provided on the form, together with the goods.

Effects of Withdrawal

If you withdraw from this contract, we shall reimburse you all payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw from this contract. We will carry out such reimbursement using the same means of payment as you used for the initial transaction unless you have expressly agreed otherwise.

In the event that you are exercising your right to change your mind:

  • (a) We may reduce your refund to reflect any reduction in the value of the goods if this has been caused by your handling them in a way that would not be permitted in a shop.
  • (b) The maximum refund for delivery costs will be the cost of delivery by the least expensive delivery method we offer.

 

Return of Goods

Upon withdrawal, you must send back the goods or hand them over to us without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired. You will have to bear the direct cost of returning the goods

 

CHANGES TO REFUND POLICY

Nevaeh Ltd. reserves the right to modify this refund policy at any time. We will provide notice of any changes by posting the updated policy on this website and updating the "Last updated" date at the top of this page.

 

 

QUESTIONS

If you have any questions concerning our return and refund policy, please contact us at:

enquiries@nevaeh-store.com.