Refund policy

RETURNS

Our policy lasts 30 days. If more than 30 days have passed since you received your order, we unfortunately cannot offer a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in its original packaging.

Certain types of goods cannot be returned. Perishable goods such as food, flowers, newspapers, or magazines cannot be returned. We also do not accept returns of intimate or sanitary products, hazardous materials or substances, or flammable liquids or gases.

BULK ORDERS AND VOLUME PURCHASES

For orders consisting of:

  • 3 or more units of the same product, even if in different variations (sizes/colors)
  • Orders with a total value over €300/CHF/USD
  • Orders of 5 items or more

The following special conditions apply:

  • A 15% restocking fee will be charged for returns.
  • Returns must be requested within 14 days (instead of 30).
  • Returns must include tracking and insurance (mandatory).
  • All items must be returned together in a single shipment.
  • A return authorization number must be obtained before shipping.
  • Returns will only be accepted with the original packaging in perfect condition.
  • Store credit only, no refund to the original payment method.

Other items that cannot be returned:

  • Gift cards
  • Downloadable software
  • Certain health and personal care items

To complete your return, we require a receipt or proof of purchase. Do not return your purchase to the manufacturer.

In certain cases, only partial refunds are granted (where applicable):

  • Books showing obvious signs of use
  • CDs, DVDs, VHS tapes, software, video games, audio cassettes, or vinyl records that have been opened
  • Any item that is not in its original condition, is damaged, or is missing parts for reasons not due to our error
  • Any item returned more than 30 days after it was received

Refunds (where applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you whether your refund has been approved or denied. If approved, your refund will be processed as store credit in maximum 14 days and will not be refunded to your credit card.

Delayed or missing refunds (where applicable)

If you haven't received a refund yet, contact us at: info@nevova-shoes.com.

Sale or promotional items (where applicable)

This policy also applies to on sale or promotional items.

Exchanges (where applicable)

We only replace items that were initially defective or damaged. If you need to replace yours with the same item, please send us an email at info@nevova-shoes.com.

Gifts

If the item was marked as a gift at the time of purchase and was shipped directly to you, you will receive gift credit equal to the value of the returned item. Once the returned item is received, a gift certificate will be mailed to you.

If the item was not marked as a gift at the time of purchase, or if the gift giver had the order shipped to themselves to give to you later, we will send the refund to the gift giver, and they will know that you returned their gift.

The shipping costs associated with returning your item are your responsibility. They are not refundable. If you receive a refund, the cost of return shipping will be deducted from it.

Depending on where you live, the time it takes to receive your exchanged product may vary.

If you are shipping an item over €75, we recommend using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item.