Return & Refund Policy

Updated October 28, 2026. Nelvemi offers the following voluntary return process. Mandatory rights for faulty, wrong, misdescribed or undelivered goods remain unaffected.

Request within 30 calendar days

For an ordinary change-of-mind return, email support@nelvemi.com within 30 calendar days after delivery. Identify the order and items. Goods must be unused, unworn, unwashed and suitable for inspection, with original tags, supplied accessories and packaging.

Restrictions for some products

Where lawful, voluntary returns may exclude personalized or made-to-order goods, perishables, opened hygiene or personal-care items and digital content already supplied or accessed. Relevant restrictions should be disclosed before purchase. A defect or incorrect item may still qualify for a mandatory remedy.

Authorization and destination

We review the request and provide instructions and the appropriate return address if approved. Do not assume an office, warehouse or sender label accepts returns. Pack suitably, use appropriate traceable postage and retain evidence of posting.

Postage and original charges

You pay return postage for ordinary change-of-mind returns. Original shipping is generally not refunded unless required by law. For faulty or wrongly supplied goods, we cover reasonable necessary return costs under agreed instructions. A prepaid label is not promised for every request; discuss unusual costs before paying them.

Reporting order issues

Tell us as soon as practical about damage, missing goods or an incorrect item, with the reference and a description. Available photographs of the goods, packaging and label help review. Retain relevant materials. Lack of a photograph does not automatically remove a statutory remedy.

Review and refund timing

After inspection, or acceptance of sufficient evidence where physical return is unnecessary, we communicate the outcome. Approved refunds are normally initiated within 10 business days or sooner where law requires, usually to the original payment method. Provider posting time is separate. Contact us about an overdue credit.

Exchanges and cancellations

Direct exchanges are not guaranteed. An approved return and separate purchase may be appropriate. Cancellation or correction depends on whether fulfillment can still be changed and requires confirmation.

Refusal or unsuccessful delivery

Refusing a parcel is not automatic return authorization. Contact us to review its journey and available remedy. Lawful, evidenced return or redelivery costs will be explained. Failed delivery does not automatically forfeit the entire purchase value. Mandatory rights continue to apply.