Refund Policy

# Refund Policy — Nelvane

## Can I return my order?

Yes, this is possible.

If you are not satisfied with the items you have received, you may return them within 30 days of receipt, provided the following conditions are met:

1. The item is returned in its original condition, including all parts, components and original packaging.
2. The item shows only normal signs of handling. Returns due to damage caused by misuse are not accepted.
3. Items for which hygiene is relevant must be thoroughly cleaned before being returned.
4. The item was found to be defective immediately upon receipt.
5. We reserve the right to charge the customer for any applicable return shipping costs.
6. Returns are processed within 7 working days. If all conditions are met, the return will be officially confirmed within this period.

*We reserve the right to refuse returned items if we have reason to believe that the items have been used or damaged through no fault of our own.*

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## How do I return my order?

If your order meets the conditions above, please follow the steps below to initiate a return:

Send an email to: **hey@nelvane.com**

Please include the following information in your email:
- Order number
- Reason for the return request
- A photo of the item in the event of damage
- Your full name
- Your delivery address

We will then get back to you with the correct return address.

**Please do not send your return to the original sender.** We will provide you with the correct return address once you have contacted us. The cost of returning the item is the responsibility of the customer.

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## Right of Withdrawal

The cancellation period is **14 days** from the day on which you, or a third party nominated by you (other than the carrier), received the goods.

As we work with a fully automated order system, orders are processed immediately upon placement. We are therefore unable to interrupt the shipping process once an order has been dispatched.

To exercise your right of withdrawal, you must notify **Nelvane** via a clear written statement (e.g. by email) of your decision to withdraw from the contract. The withdrawal is complete once we have received the returned goods. Return shipping costs are the responsibility of the buyer.

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## Orders in Transit

As some of our collections are sourced from our warehouse in Asia as part of our worldwide operations, transit times may occasionally be longer and are outside of our control. If your order is already on its way, cancellation is not possible at that stage. Please wait until you have received the goods and then contact us to arrange a return. You are of course welcome to notify us of your intention to return in advance.

To ensure the fastest possible processing, we kindly ask you to provide us with a shipping confirmation when returning your item.

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## Consequences of Withdrawal

If you withdraw from your order, we will refund all payments received from you — excluding delivery costs (unless you have been charged for a delivery type other than our standard option) — without undue delay and no later than 14 days from the date on which we receive notification of your withdrawal and receipt of the returned goods.

We will process your refund using the same payment method used for the original transaction, unless expressly agreed otherwise. You will not be charged any fees for this refund,Partial returns from bundle or multi-buy discount orders may result in the original discount being recalculated based on the items kept. The refunded amount will be adjusted accordingly.

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## Contact

Nelvane
Bergweidedijk 34, Deventer, Netherlands
hey@nelvane.com
nelvane.com