Refund Policy
Refund Policy - the basics
Refund, Resend, and Return Eligibility
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A. Orders Delayed
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For orders that lack tracking information, are in transit, pending, or have expired without delivery, the time frame for considering a dispute varies:
For orders shipped to the USA, if there is no successful delivery 45 days after leaving the our warehouse, we will start to handle the dispute.
Notes:
Sometimes, the order may be held at the nearest post office to the buyer due to issues such as an incomplete address, uncollected packages, or a wrong number. In such cases, it is advisable for the customer to contact the local post office for delivery.
If the local tracking number shows delivery but the customer claims non - receipt, we will investigate. However, please note that this investigation process may take 1 to 2 months, and we cannot guarantee a favorable resolution.
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Orders not Received
If the tracking information confirms delivery, we will not entertain refund or resend requests.
If the customer does not receive the package:
A non - delivery certification with an official seal from the local post office is required.
If the tracking information shows an alert for reasons such as:
Incorrect/insufficient address.
No such number.
Unknown recipient.
Refused.
Do not pick up in time.
No safe delivery location.
Uncleared customs.
Others.​​
The local distributor will attempt delivery 1 - 3 times based on the actual situation. If the package remains unclaimed, it will be returned to the local post office for storage within 3 - 7 days. The customer is responsible for picking up the package; otherwise, it will be returned to our logistics company. Nvirohaven is not responsible for lost products during the return process.
If the logistics company provides a return service to our warehouse, Nvirohaven will place the returned products in your private inventory instead of issuing a refund upon receipt.
Nvirohaven cannot offer a refund or resend if you fail to handle undelivered orders or packages destroyed by logistics companies.
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Products Damaged
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For packages that arrive badly damaged, Nvirohaven offers a full refund or a replacement.
For packages that arrive partially damaged (excluding minor issues like loose threads, slight wrinkles, or small scratches), we offer a partial refund or a replacement.
Notes:
For fragile products, a refund is often the recommended option.
Due to long-distance international shipping, Nvirohaven is unable to provide refunds or other after-sales services for damaged packaging boxes.
For ordinary and electronic products, the customer should file a complaint or open a dispute within 30 days of package delivery.
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Incorrect or Missing Products
Nvirohaven has a strict quality control process before product dispatch. We handle incorrect or missing products as follows:
· For incorrect products, we offer a full refund or replacement.
· For products with issues like wrong color or size that do not affect product function, we will offer a refund or resend if customer provides a screenshot of the customer's complaint including the name, content, and date.
· For missing parts that do not affect product function, we may offer a partial refund or resend the missing part; for missing parts that affect product function, we will resend the entire product.
· For missing accessories, we will resend the accessories.
For size - related issues, please measure the product according to the correct method and provide a photo of the measurement. This will help our dispute team resolve your case more efficiently.
Orders Cancellation
Nvirohaven ensures a full refund for order cancellations, provided the products have not yet been processed by the warehouses.
However:
· After payment, pre - order inventory orders cannot be canceled as they are special products reserved for you.
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Return Policy
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General Return Conditions
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Nvirohaven only accepts returns within 7 days of the customer receiving the product. For products with no quality - related issues. The customer is responsible for all return shipping costs, and products should be returned to the designated Nvirohaven warehouse.
However, in cases where the product has quality issues, the refund and resend terms shall take precedence. If the customer decides to return the defective product, Nvirohaven will still require the product to be returned to the designated warehouse. The customer is responsible for all return shipping costs.
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Return Process
Upon receiving the returned products at our designated warehouse, Nvirohaven will conduct a second - round quality inspection.
If the product shows signs of damage, misuse, or other abnormal conditions during the inspection, it will not be accepted for storage. In such cases, no further action regarding the return will be taken, and the product may be disposed of or returned to the sender at their expense.
If the product passes the quality inspection:
Shipping fees, taxes, and other additional charges are non - refundable.
Return Instructions
Before initiating a return, customers should obtain a return authorization from Nvirohaven through the official customer service channels.
When shipping the product back, please ensure to use a reliable shipping carrier and obtain a tracking number for the return shipment. Include all original packaging, tags, and accessories with the returned product.
Service Usage
Deadline of Opening Dispute
Upon the closure of an order status, which occurs 30 days subsequent to the tracking being designated as delivered, it is not possible to initiate a dispute, as the transaction has been finalized and cannot be reactivated. In scenarios where tracking data from a third-party logistics provider is inaccessible, the resolution of disputes may present significant challenges.
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B. Force Majeure
Nvirohaven is not responsible for any product damage or shipping delay caused by force majeure events, including but not limited to epidemics, international conflicts, strikes, wars, natural disasters (such as earthquakes, floods, storms, heavy snow), virus - related issues, and customs inspections. However, we will notify you through channels such email, or other communication tools.