Returns & Refunds

Neyvella offers a 30 day return window. This is our store policy, not a federal legal right. No federal law gives you the right to send back an online order because you changed your mind. The FTC Cooling-Off Rule, 16 CFR 429, covers sales made at your home or away from a seller’s usual place of business, and 16 CFR 429.0(a) excludes sales completed entirely by mail, telephone or the internet. What you have instead is a contract, so this page writes it out in full: what comes back, in what condition, who pays the shipping, who carries the risk on the way, how much we refund and when.

If your order arrived damaged, stopped working or is not what you ordered, you are on the wrong page. Those cases are covered by the Neyvella Limited Warranty, which runs 24 months from delivery and puts the shipping cost on us. The section Damaged, Defective or Wrong Items below tells you where to start.

Our 30-Day Return Policy

You have 30 days from the day your order is delivered to ask us to take an item back, for any reason, including no reason at all. We do not ask you to justify the decision and we do not ask you to prove anything.

The days are calendar days. Weekends and federal holidays count. If day 30 falls on a Saturday, a Sunday or a federal holiday, your request is on time if it reaches us on the next business day.

The clock starts on the delivery date the carrier records, not on the day you ordered. If your order arrives in more than one package, the clock starts when the last package is delivered, so you never have to split one order across two deadlines.

What has to happen inside the window is your request, not the shipment. Once we send you a return authorization number, you have 14 days to hand the package to a carrier. After that the authorization expires and you have to ask for a new one, which we can decline if the 30 days have run out.

Because these conditions limit what you can send back, you see them and accept them at checkout, before the payment step, on every order. Nothing on this page is a surprise you meet only after you have paid.

What You Can Return, and in What Condition

The item has to come back in the condition it reached you: unworn, unwashed, unused, with the tags still attached and any hygiene seal unbroken. Send everything that came in the box with it, including accessories, cables, remote controls, manuals, spare buttons, dust bags and any free gift or promotional item that came with the order.

You can inspect the item the way you would in a store. Try a garment on over your own clothes, indoors, with the tags on. Try shoes on carpet, not outside. Power an appliance on to see that it works. What you cannot do is use it: a dress worn to an evening out, shoes walked in on the street, a blender that has already made something, a printer with a cartridge run through it.

Send it in its original packaging when you still have it. For electronics and appliances the original box and its foam inserts are the only packing tested to survive transport, so keep them until the 30 days are over. Missing outer packaging on its own does not disqualify a return, but the item still has to reach us undamaged, and the trip back is at your risk.

We inspect every return. If an item comes back used, washed, altered, damaged after delivery, or missing parts that came with it, we can refund part of the value instead of all of it, or send the item back to you at your cost. Whichever we do, we email you the amount and the reason first, and you can tell us to send the item back instead of accepting the reduced refund.

There is no restocking fee. If you buy as a consumer, we do not deduct a percentage for putting the item back on the shelf, on any product, at any price. The only deductions that exist are listed under Refunds and under Sales Tax, Original Shipping and the Free Shipping Threshold below.

What We Cannot Accept Back

These are our own rules, not exceptions carved out of a law. Each one exists for a reason we can name, and each one stops applying the moment the reason stops applying.

• Underwear, lingerie, hosiery, swimwear and pierced earrings, once the hygiene seal or the protective liner has been removed. They cannot be resold and they cannot be sanitized. While the seal is intact they come back like anything else, so read the size on the label before you open it.
• Items made or modified to your specification: engraved, embroidered, monogrammed, printed, cut or configured to order. There is no second buyer for a name that is not theirs.
• Software, and audio or video recordings sold sealed, once the seal is broken.
• Items that have been used, washed, altered, tailored, repaired or installed.
• Requests that reach us after the 30 days have run out, and packages shipped after the return authorization has expired.
• Packages sent freight collect or cash on delivery. We cannot check what is inside before paying for it, so the carrier brings them back to you.

None of this touches the Neyvella Limited Warranty. An earring that arrives with a broken clasp is a warranty claim for 24 months whether or not the hygiene seal was opened, and an engraved item that arrives with the wrong engraving is our mistake, not a personalized item you changed your mind about.

How to Start a Return

A return starts with a message from you. A package that arrives with no warning takes longer to identify, and a package with nothing inside that names an order can take weeks to match to a customer.

1. Open a return from the Returns section of your account, which already knows what you ordered. You can also email contact@neyvella.com or call +1 307-357-9680. Support answers 24/7. Either way, give your order number and say which items you are sending back. You do not have to give a reason.
2. We reply in writing, to the address you wrote from, with a return authorization number and the return address. Wait for that number before you ship.
3. Write the return authorization number on the outside of the box, and put the packing slip or a note with your order number inside it.
4. Ship to the returns address below, within 14 days of the date on the authorization. Do not use the address printed on the shipping label unless we tell you it is the same one.
5. Email us the tracking number. It is the fastest way to tell us a package is on its way, and it protects you if the carrier loses it.
6. Keep the shipping receipt until the refund reaches your account.

Send returns to:

Neyvella LLC
30 N Gould St, Ste N, Sheridan, WY 82801, United States
Phone: +1 307-357-9680

Who Pays for Return Shipping

On a voluntary return, you pay. We do not send prepaid labels for change of mind returns, and we do not reimburse what you spend shipping the item back, even when the whole order comes back. Use any carrier you like; nothing here requires a particular one.

We pay when the fault is ours: the item arrived damaged, it is defective, it is not the item you ordered, or the quantity is wrong. In those cases we send you a prepaid label or reimburse what you paid to ship it back, whichever you prefer, and we also refund the shipping you paid on the original order.

Large or heavy items, such as a full size appliance, do not travel by ordinary parcel service. Write to us before you ship one. We arrange the carrier, and we tell you the cost in writing before you commit to anything. If we did not tell you the return shipping cost of a bulky item before you ordered it, we pay that cost ourselves.

Risk of Loss on the Return Trip

Until the package reaches us, it is still yours. If it is lost, stolen or crushed on the way back, we cannot refund an item we never received, so how you ship matters more on the return trip than it did on the way out.

• Ship with tracking. A tracking number is the only thing that proves a package left your hands and shows where it went.
• Insure the package for the full price you paid. Carriers cover a small default amount and no more.
• Pack the item so it cannot move inside the box. An item rattling loose in an oversized carton arrives damaged, and damage in transit comes out of the refund.
• Keep the receipt and the tracking number until the money is in your account.

If tracking shows the package delivered to our address and we have not found it, send us the tracking number and the delivery scan. We search for it, and we do not close the case against you while that search is running.

Once the package is in our hands, the risk is ours. Anything that happens to the item after we take delivery of it is our problem, not yours.

Refunds: What We Refund and When

We issue the refund within 5 business days after we receive and inspect the return. We email you when we issue it, with the amount and a separate line for anything we deducted.

Your bank or card issuer usually shows the money 5 to 10 business days after we issue it. That part is theirs and we cannot speed it up, which is why we tell you the date we send the money and never the date it lands in your account.

The refund goes back by the method you used to pay. We do not replace a refund with store credit or a gift card unless you ask us to. If the original method can no longer take a refund, because the card expired or the account closed, tell us and we agree on another way before we send anything.

We refund the full price you paid for every item that comes back in acceptable condition, plus the sales tax on it. The only amounts we ever hold back are these, and each one appears as its own line in the email:

• The value of accessories, gifts or parts that came with the order and did not come back.
• The loss in value of an item damaged after delivery, or returned outside the condition described above.
• Shipping that became due because a partial return dropped the order under the free shipping threshold, explained in the next section.

Orders we cancel because we could not ship them on time follow a different and faster rule, set by federal law. It is written out under If We Cancel an Order Before It Ships below.

Sales Tax, Original Shipping and the Free Shipping Threshold

Sales tax follows the item. We refund the full sales tax you paid on everything you send back, every time. That money was never ours to keep: we collect it on behalf of a state and we owe it back to you when the sale comes undone. If a refund from us is ever short by the tax, write to contact@neyvella.com and we correct it.

Original shipping depends on how much of the order comes back. Return the entire order and we refund the standard shipping you paid on it. If you chose a faster service, we refund up to the standard rate, because the faster service is something we actually performed. Return part of the order and the original shipping stays paid, since we shipped the rest of it to you.

The free shipping threshold is calculated on the value of the products in your cart, after discounts and before sales tax and shipping. If a partial return drops the order below 75, the shipping you did not pay becomes due, and we deduct 5.99 from the refund. Return the whole order and nothing becomes due, so we deduct nothing and the shipping stays on us.

Exchanges

We do not run exchanges as one transaction. Send the item back as a normal return and place a new order for the size, the color or the model you want.

The reason is stock. A new order reserves the size the moment you place it. An exchange reserves nothing until your package reaches us and is inspected, and by then the size you wanted can be gone. Two separate transactions get you the item; one combined transaction gets you a wait and a maybe.

The two run independently. The new order ships under the normal rules on the Shipping and Delivery page, and the refund for the returned item follows the timing above. Return shipping on the item you send back is yours, as on any voluntary return.

Damaged, Defective or Wrong Items

This is not a change of mind, and the 30 days are not your limit. A defect is covered by the Neyvella Limited Warranty for 24 months from delivery, we pay the shipping in both directions, and you choose between a replacement and a full refund of what you paid, including the original shipping.

If the box looks damaged when it arrives, do this before anything else:

1. Photograph the outside of the box from several angles, before you open it, with the shipping label visible in at least one photo.
2. Open it and photograph the item and the packing material where they sit, before you unpack anything.
3. Email contact@neyvella.com with the photos and your order number, and tell us whether you want a replacement or a refund.
4. Keep the box and the packing material until we tell you the case is closed. A carrier claim can require an inspection of the packaging.

Your photographs are the record, because there will not be another one. Carriers in the United States mostly leave packages without a signature, do not wait at the door and do not write damage reports. Proof of delivery is usually a photo the driver takes of the package where it was left. So do not count on inspecting the package in front of the driver, and do not refuse delivery unless the box is soaked or crushed open, which only sends the item on a second trip.

Any claim we file against the carrier is between us and the carrier. You are not a party to it, you do not have to help with it, and your replacement or refund does not wait for it to be settled.

If We Cancel an Order Before It Ships

If we cannot ship by the date we told you, we email you before that date passes. The message gives you a new shipping date, or tells you plainly that we cannot set one, and it gives you the right to cancel for a full refund along with a free way to do it. The full procedure is on the Shipping and Delivery page.

When an order is cancelled that way, federal law sets the refund deadline and it is shorter than the one for voluntary returns. 16 CFR 435.2(d) requires the following, and we follow it:

• If you paid by cash, check or money order, we mail the refund within 7 business days of the cancellation.
• If you paid by card and we are not the creditor on the sale, we notify your card issuer within 7 business days so it can credit your account.
• If Neyvella is itself the creditor on the sale, we credit your account within one billing cycle.

The refund covers everything: the products, the shipping, any handling and any insurance. There is no cancellation fee, and we never keep part of the payment as compensation for an order that did not go through.

Returns by Business Customers

This section applies only if you stated at checkout that you were buying for resale or for the use of your business. That statement, and not a company name typed into an address field, is what makes you a Business Customer under the Terms of Sale. Everything above describes the consumer regime and does not apply to you.

• Goods that have been resold, distributed or used in your business cannot be returned at all.
• Ask for a return authorization, an RMA number, before you ship anything. Packages that arrive without one are refused.
• The request has to reach us within 15 days of delivery.
• Goods must be unopened, in their original manufacturer packaging, in resalable condition, with case quantities intact.
• Return shipping and insurance are at your cost, on a carrier you choose, and the risk of loss stays with you until we receive the goods.
• We deduct a restocking fee of $6.99 from the credit.
• Special orders, custom configured goods, personalized goods and quantities ordered specifically for you are final and cannot be returned.

Notice periods are firm, because a business buyer inspects goods on receipt and we have to raise our own claim with the supplier or the carrier while the trail is warm. Report shortages, visible damage and wrong items within 5 business days of delivery. Report anything else within 30 days of the day you discover it. Notice that arrives later than that is out of time.

The 24 month limited warranty and the consumer sections of this page do not extend to purchases made as a Business Customer. Your warranty and remedy terms are in the Business Customer section of the Terms of Sale.

If You Are Not Happy With Our Decision

Write to us first, at contact@neyvella.com. Give the order number, say what happened and say what you want us to do. We answer every complaint, and a person reads it. This step is not a condition of anything: it does not delay any other route and it does not take one away.

These are the routes open to you. You do not have to use them in this order, and you do not have to use ours first.

• Us, at contact@neyvella.com.
• The Federal Trade Commission, at ReportFraud.ftc.gov.
• The attorney general’s office of the state where you live.
• Your card issuer or your bank, if you paid by card.
• A court of competent jurisdiction.

Before You Dispute a Charge, Talk to Us

You have the right to dispute a charge with your card issuer or your bank, and nothing on this page or in our terms takes it away. The deadlines and the way the process works are on the Prices and Payment page.

This is an invitation, not a condition. Most disputes we see start with a line on a statement that nobody recognizes, or with a refund that was already on its way. Send the order number to contact@neyvella.com and we can usually settle it in less time than a dispute takes to open.

If you have already opened one, tell us. We do not issue a second refund on top of a credit your bank has granted, and a refund sent while a dispute is open can be reversed by your bank and leave you waiting longer than if we had known.

Who You Are Dealing With

Last updated: 12 septembrie 2026.