Return and Refund Policy

Last updated: June 17, 2026

We want customers to clearly understand how returns, exchanges, and refunds are handled.

Please review this policy before placing an order.

1. Return Window

You may request a return within 30 days after the date your order is shown as delivered.

A return request submitted more than 30 days after delivery may not be accepted, except where applicable law requires otherwise.

2. Return Eligibility

To qualify for a return, an item must generally be:

• Unworn and unused, other than being tried on for fit.
• Unwashed.
• Free from stains, odors, pet hair, makeup, deodorant marks, damage, or alterations.
• Returned with original tags where supplied.
• Returned with the original packaging where reasonably possible.
• Accompanied by the order number or other proof of purchase.

Items that do not meet these conditions may be refused or may qualify only for a partial refund where permitted by law.

3. Sale and Promotional Items

Products purchased during a sale or promotion are eligible for return under the same conditions stated in this policy unless the product was clearly identified as non-returnable before the order was placed.

A reduced price alone does not make an item non-returnable.

Gift cards and items clearly marked as non-returnable before checkout cannot be returned, except where required by law.

4. How to Request a Return

Before returning an item, contact:

help@xmsy-aftersales.info

Include:

• Your order number.
• The email address used for the order.
• The product you wish to return.
• The reason for the return.
• Clear photographs if the product is damaged, defective, incomplete, or incorrect.

Our customer service team will review the request and provide return instructions and the authorized return address.

Do not send a return to the address shown on a shipping package without contacting us first. The shipping origin or carrier address may not be the correct return facility.

Returns sent without authorization or to an incorrect address may be delayed or rejected.

5. Damaged, Defective, or Incorrect Items

Please inspect your order after delivery.

If an item is damaged, defective, incomplete, or different from what you ordered, contact us as soon as reasonably possible and provide clear photographs of:

• The affected item.
• The packaging.
• The shipping label.
• The issue being reported.

If we confirm that the item was damaged, defective, incomplete, or incorrectly sent, we will offer an appropriate solution, which may include:

• A replacement.
• An exchange.
• A refund.
• A prepaid or reimbursed return method.

Nalvina will cover reasonable return shipping costs when the return is caused by a confirmed defect, damage, missing item, or shipping error attributable to us.

6. Change-of-Mind and Size Returns

For returns caused by personal preference, incorrect size selection, or a change of mind, the customer is responsible for the return shipping cost.

Original shipping charges are not refundable unless required by law or the return resulted from our confirmed error.

We recommend using a trackable return service. Nalvina is not responsible for an unauthorized return that is lost before reaching the authorized return facility.

7. Exchanges

Exchanges are subject to product availability.

To request a different size, color, or eligible replacement, contact customer service before sending the original item back.

If the requested replacement is unavailable, we may offer a refund to the original payment method instead.

8. Refund Process

After the returned item is received, we will inspect it and notify you whether the refund has been approved.

Approved refunds are normally submitted to the original payment method within 5–10 business days after inspection.

Your bank, credit card issuer, or payment provider may require additional time to display the refund.

The time required by a financial institution is outside Nalvina’s control.

9. Partial Refunds

Where permitted by law, a partial refund may be issued if:

• The product shows signs of use beyond a reasonable fitting.
• Tags or included components are missing.
• The product is damaged for reasons not caused by Nalvina.
• The return does not meet the conditions stated in this policy.

We will explain the reason before processing a partial refund.

10. Missing Refunds

If an approved refund has not appeared after the expected processing period:

1. Check the original payment account.
2. Contact the card issuer, bank, or payment provider.
3. Contact us at help@xmsy-aftersales.info with your order number.

11. Order Cancellations

Contact us as soon as possible if you wish to cancel an order.

We will try to assist, but cancellation cannot be guaranteed after the order has been processed, packed, or shipped.

If an order has already shipped, it must be handled under the return process after delivery.

12. Contact Us

Return and refund questions may be sent to:

Email: help@xmsy-aftersales.info

Website: nalvina.com