Returns & Refunds
Return, exchange and refund rules, including separate treatment for normal returns, problem goods and EU statutory withdrawal.
Change of Mind
For eligible non-defective returns, contact support within 14 calendar days after receipt. The customer pays return shipping. Items may be required to be unused, unworn, unwashed, in original condition and with original tags where applicable.
Damaged / Defective / Incorrect / Incomplete
Contact support with the order details and a description of the issue. The merchant covers the applicable return shipping cost. Mandatory statutory consumer rights remain fully preserved.
14-Day Withdrawal Right
For eligible EU distance-selling orders, consumers generally have 14 days from receipt to withdraw without giving a reason. The statutory withdrawal regime is separate from the normal commercial return policy.
Contact support@naqvero.com before sending goods back.
Customer support provides the applicable return steps and return address.
Send the goods back in accordance with the return instructions and applicable law.
Eligible returns are resolved by refund or approved exchange as applicable.
Return address
Room 1002, No. 303, Jinshan West 2nd Lane, Huli District Xiamen City Fujian Province 361010 China is not automatically the return address. Do not send a return there unless customer support specifically identifies it as the return destination. The return address and instructions are provided after the return is registered.
Return shipping costs
- Normal change-of-mind return: customer pays return shipping.
- Damaged, defective, incorrect or incomplete goods: merchant pays the applicable return shipping cost.
- EU statutory withdrawal: the customer may bear return shipping where this was clearly disclosed before purchase, subject to applicable law.
No restocking fee is charged.
Exchanges
Direct exchanges are supported. For a non-defective exchange, the customer pays both the return shipping cost and the replacement item shipping cost. For damaged, defective, incorrect or incomplete goods, the merchant covers the applicable return shipping and replacement shipping costs.
EU original delivery cost refund
When an EU consumer validly exercises a statutory right of withdrawal, the standard original delivery cost is refunded where required by applicable consumer law. If the consumer chose a more expensive delivery option than the least expensive standard delivery offered, the supplementary amount above the least expensive standard delivery cost does not have to be refunded to the extent permitted by law.
Refund timeline and method
Our internal target is to process approved refunds within 7 business days after returned goods are received and the necessary review is completed. This merchant-processing target does not extend, reduce or replace any mandatory statutory refund deadline. For EU statutory withdrawal, we may withhold reimbursement where permitted until the returned goods are received or the customer supplies evidence of having sent them back, in accordance with applicable law.
Approved refunds are generally returned to the original payment method. Banks, card issuers or payment providers may require additional time to display the funds.
Exceptions where applicable
If made-to-order, custom-made or clearly personalised goods are offered, they may be excluded from ordinary change-of-mind withdrawal where applicable law permits. This does not exclude rights relating to defective, damaged, incorrect goods, merchant production errors or other mandatory statutory rights.