Refund policy

Overview

Return And Exchange Window: 30 days from you receive your order.
Return Cost: Free for issues caused by us (e.g., defects or incorrect items). Otherwise, return shipping may apply.
Refund Processing Time: 1–3 business days after return approval

1. 30-Day Return Window

We offer a 30-day return policy. This means you have 30 days from the date you receive your waterproof jacket to request a return.

After receiving your item, you are welcome to try it on to check the fit and overall comfort. If the size is not suitable or the product does not meet your expectations, you may request a return or refund within 30 days of delivery.

To be eligible for a return, the item must:

Be unworn and unused, except for trying it on to assess fit
Have all original tags attached
Be returned in its original packaging
Include the receipt or proof of purchase

2. Return Process

Contact Us: Email us at support@nalovira.com with your order number and the reason for your return. Our team will provide you with return authorization and instructions.
Pack Your Item: Carefully repack the item in its original packaging, including all accessories, tags, and documents.
Send It Back: Ship your return using the instructions provided in your return authorization email.

3. Return Costs

Change of Mind / Incorrect Size: If you wish to return an item due to a change of mind or incorrect size selection, you are responsible for arranging and paying for your own return shipping. We do not provide pre-paid return labels for non-fault returns.
Defective or Incorrect Items: If your item is incorrect, damaged in transit, or defective, there is no cost to you (£0.00). We will provide a pre-paid return label by email and cover the full return shipping cost.

Please use a tracked shipping method when sending your item back.

4. Refund Process

Inspection: Once we receive your return, our team will inspect the item to confirm it meets our return conditions. Inspection is typically completed within 1 business day.
Refund Timing: After approval, your refund will be issued to your original payment method. Please allow up to 1–3 business days for the funds to appear, depending on your bank or payment provider.
Refund Method: Refunds are issued only to the original payment method used at checkout. We do not process refunds to alternative accounts or payment methods. The full purchase price of the returned item will be refunded.

5. Late or Missing Refunds

If you have not received your refund:

Please check your bank account again
Contact your credit card provider, as processing times may vary
Contact your bank, as additional processing time may be required

If you have completed all the above steps and still have not received your refund, please contact us at support@nalovira.com.

Please note:
Items returned without prior approval from our customer service team will not be refunded.

6. Exchanges

Exchanges: We offer exchanges for eligible items. If you wish to exchange your product for a different size or model, please contact our customer service team first to receive return instructions.
Exchange Fees: No exchange fees are charged. Customers are responsible for the cost of returning the original item. Once your return has been received and inspected, we will ship your replacement item free of charge.

7. Orders Not Received

If your order has not been delivered within the specified timeframe:

More than 30 days after shipment: Full refund

Please contact our support team at support@nalovira.com with your order number to claim.

8. Order Cancellations

We can only accept order cancellations within 24 hours of purchase. After that, your order may already be in processing or shipped, and cannot be canceled.

Return Shipping Address

All returns require prior approval from our customer service team.

To start a return, please contact us first with your order details and reason for return. Once your return request has been approved, our customer service team will provide you with the correct return address and return instructions.

Returns sent without prior authorization will not be accepted.

Customer Support

Store Name: Nalovira
Email: support@nalovira.com
Address: 51 Macalpine Road, Dundee DD3 8RE, United Kingdom （not a return address)

Customer Service Hours (GMT):
Mon – Fri: 9am – 6pm

Response Time: Within 1 business day