Refund policy

Last updated: September 7, 2026

We want you to feel confident about your purchase. This Return and Refund Policy explains NEVAO's 30-day return process, eligibility requirements, and how refunds are handled.

30-Day Returns

You have 30 days after receiving your order to request a return.

To be eligible for a change-of-mind return, the product must be unopened, unused, and in its original packaging, with any seals intact. All original parts and accessories must be included. You will also need your order number or other proof of purchase.

Returns that do not meet these requirements may be refused or may receive a reduced refund where permitted by law. This policy does not limit any rights you may have under applicable consumer law.

How to Start a Return

To request a return, contact us at [nevao.service@gmail.com] within 30 days of delivery. Please include your order number, the reason for the return, and, if relevant, clear photos or video showing the issue.

If your return is approved, we will provide the return address and instructions. Because our return location may differ from the address shown on your parcel, do not return an item to the sender's address unless we specifically instruct you to do so.

Items returned without prior authorization, sent to an incorrect address, or shipped cash on delivery may not be accepted. Please keep your return-shipping receipt and tracking information until your refund is complete.

Return Shipping Costs

For a return due to a change of mind or personal preference, you are responsible for the return-shipping cost. Original shipping charges, if any, are non-refundable unless required by law.

If the product is confirmed to be defective, damaged on arrival, or incorrect, NEVAO will provide an appropriate resolution and cover reasonable return-shipping costs when a return is required. We cannot reimburse return-shipping costs that were not approved by us in advance.

Damaged, Defective, or Incorrect Items

Please inspect your order when it arrives. If an item is defective, damaged, or different from what you ordered, contact us as soon as reasonably possible at [nevao.service@gmail.com].

Include your order number and clear photos or video of the product, packaging, shipping label, and issue where possible. After reviewing your request, we may offer troubleshooting, a replacement, a refund, or another appropriate solution. Do not dispose of the product or packaging until we confirm that it is no longer required.

Personal-Care and Hygiene Requirements

Because NEVAO products are personal-care devices intended to come into contact with the skin, we cannot accept change-of-mind returns after a product has been opened, unsealed, or used.

This hygiene restriction does not apply when a product is defective, damaged on arrival, incorrectly supplied, or otherwise covered by rights or remedies available under applicable consumer law.

Non-Returnable Items

We cannot accept returns of:

Products returned more than 30 days after delivery, unless applicable law provides otherwise.

Personal-care products that have been opened, unsealed, or used, unless they are defective, damaged on arrival, incorrectly supplied, or applicable law requires a remedy.

Products damaged through misuse, neglect, accident, unauthorized modification, or use contrary to the supplied instructions.

Products missing essential parts or accessories, or returned in an unsafe or unsanitary condition.

Items marked as final sale before purchase, except where they are defective or applicable law requires a remedy.

Exchanges

We do not offer direct exchanges for a different product or color. The fastest way to receive a different item is to request a return and, after the return is approved, place a separate order. If you received a defective, damaged, or incorrect item, contact us before placing a new order so we can provide the appropriate resolution.

Refunds

We will notify you after we receive and inspect your return and let you know whether the refund has been approved. If approved, the refund will be issued to your original payment method within 10 business days. We do not issue refunds to a different payment method.

Your bank or payment provider may need additional time to process and post the refund. Currency conversion or foreign-transaction differences applied by your payment provider are outside our control.

If more than 15 business days have passed since we confirmed that your refund was approved, please contact us at [nevao.service@gmail.com].

Contact Us

For return or refund questions, email us at [nevao.service@gmail.com].