Política de reembolso
RETURNS & REFUNDS POLICY
Last updated: September 22, 2026
We want customers to have clear information about returns, refunds and their statutory consumer rights.
This policy applies to purchases made through:
For assistance, contact:
1. 14-Day Right of Withdrawal
Consumers who purchase goods online may generally withdraw from the purchase without providing a reason within 14 calendar days of receiving the goods, subject to applicable legal exceptions.
The withdrawal period starts on the day on which the customer, or a third party indicated by the customer other than the carrier, takes physical possession of the goods.
If multiple goods from the same order are delivered separately, the period normally begins when the final item is received.
2. How to Exercise Your Right of Withdrawal
To exercise the right of withdrawal, customers must clearly inform NEVA of their decision within the applicable withdrawal period.
Contact:
Please include:
-
Full name.
-
Order number.
-
Email address used for the purchase.
-
Product or products being returned.
-
A clear statement confirming your decision to withdraw from the purchase.
No specific explanation for the withdrawal is required.
Where an online withdrawal function is provided through www.nevalabs.com, customers may also use that function.
3. Return Period After Withdrawal
After notifying NEVA of the decision to withdraw, the customer must return the goods without undue delay and, in any event, within 14 days from the date on which the withdrawal was communicated, unless NEVA offers another collection or return procedure.
4. Condition of Returned Products
Customers may inspect and handle a product only to the extent reasonably necessary to establish its nature, characteristics and functioning.
Customers may be responsible for any reduction in value resulting from handling beyond what would reasonably be permitted when examining the product in a physical store.
Opening shipping packaging alone does not automatically remove the statutory right of withdrawal.
5. Return Address
Return address: [PENDING]
Customers should not send returns directly to the address printed on the original shipping parcel unless instructed to do so by NEVA.
Before returning a product, contact:
to receive the applicable return instructions.
The original dispatch location may belong to a manufacturer, logistics company or fulfilment provider and may not be authorised to receive returns.
6. Return Shipping Costs for Change-of-Mind Returns
For a standard withdrawal where the product is not defective or incorrect:
Return shipping cost arrangement: [PENDING]
If NEVA determines that customers are responsible for direct return shipping costs, this will be clearly communicated in accordance with applicable consumer legislation.
7. Defective, Damaged or Incorrect Products
If a product arrives:
-
Damaged.
-
Defective.
-
Incorrect.
-
Incomplete.
-
Otherwise not in conformity with the sales contract.
contact us at:
Please provide:
-
Order number.
-
Description of the issue.
-
Photographs or video where reasonably useful.
Where the product is legally non-conforming, remedies will be provided in accordance with applicable consumer law.
Depending on the circumstances, these may include:
-
Repair.
-
Replacement.
-
Price reduction.
-
Refund.
Where NEVA is legally responsible for the non-conformity, customers will not be required to bear costs that the law requires the seller to pay.
8. Statutory Guarantee
The statutory guarantee is independent of the 14-day withdrawal period.
For customers protected under Spanish consumer law, NEVA is generally responsible for a lack of conformity in new goods that becomes apparent within three years from delivery, subject to the applicable statutory rules.
Customers do not lose statutory guarantee rights merely because the 14-day withdrawal period has expired.
9. Refunds Following Withdrawal
Where a valid statutory withdrawal is exercised, NEVA will reimburse payments received from the customer in accordance with applicable law.
This generally includes the original standard delivery charge, where applicable.
If the customer selected a more expensive delivery method than the least expensive standard delivery method offered by NEVA, the additional delivery cost does not have to be reimbursed where permitted by law.
Refunds will be issued without undue delay and within the legally required period.
NEVA may, where permitted by law, withhold reimbursement until:
-
The returned goods have been received; or
-
The customer provides evidence that the goods have been sent back,
whichever occurs first.
10. Refund Method
Refunds will normally be made using the same payment method used for the original purchase unless another method is expressly agreed.
The customer will not be charged a refund processing fee where prohibited by law.
Once NEVA has processed a refund, banks and payment providers may require additional time before the funds appear in the customer's account.
11. Order Cancellations Before Dispatch
If you wish to cancel an order before shipment, contact:
as quickly as possible.
If fulfilment has not yet begun, we will attempt to cancel the order.
If the order has already entered fulfilment or been shipped, cancellation may no longer be technically possible, but any applicable statutory withdrawal rights remain unaffected.
12. Exchanges
Exchange availability:
[PENDING]
Where direct exchanges are unavailable, the customer may be asked to return the original product and place a new order, without prejudice to statutory rights.
13. Products Excluded From Withdrawal
The right of withdrawal may not apply where an exception established by applicable consumer legislation is applicable.
Examples may include certain:
-
Custom-made or clearly personalised products.
-
Sealed products that cannot be returned for health or hygiene reasons once unsealed.
-
Perishable products.
-
Other legally exempt goods or services.
NEVA will not rely on an exception unless it legally applies to the relevant product and circumstances.
14. Refused Deliveries
Refusing a package does not necessarily constitute a valid exercise of the right of withdrawal.
Customers wishing to cancel an order should communicate their decision clearly to:
15. Unclaimed Packages
If an order is returned because the customer did not collect it or supplied an incorrect address, NEVA will contact the customer where reasonably possible.
Any deduction or additional shipping charge will only be applied where permitted under applicable law.
16. Chargebacks
Customers are encouraged to contact us before initiating a payment dispute so that we can attempt to resolve the issue directly.
Nothing in this section restricts any legal right to dispute an unauthorised or otherwise legally disputable payment.
17. Model Withdrawal Notice
Customers may use the following wording, although it is not mandatory:
To: NEVA
Email: Nevashopping@outlook.com
I hereby notify you that I wish to withdraw from my contract for the purchase of the following goods:
Order number: __________________
Product(s): ____________________
Ordered on: ____________________
Received on: ___________________
Customer name: _________________
Customer address: ______________
Date: __________________________
18. Contact
For all return and refund enquiries:
Website: