Return And Exchange Policy
At Nelorarvo, we aim to provide a clear and straightforward return and exchange process for furniture purchased through our online store. Please review the following policy before submitting a request.
1. Return and Exchange Period
Return and exchange requests should be submitted within 30 days of receiving your order. Please contact us within this period and follow the return instructions provided. This policy does not limit any mandatory consumer rights or remedies that may apply to your purchase.
2. Eligible Reasons for Returns and Exchanges
Damaged or Defective Items
If your item arrives with visible damage, broken components, scratches, or a manufacturing or structural defect, please contact us with your order number and clear photos or videos showing the issue.
Significant Odors or Color Differences
If an item has an unusually strong or persistent odor or a significant color difference from its product description, please provide supporting details and photos where applicable. Minor variations caused by lighting, screen settings, or natural material characteristics may not constitute a defect.
Incorrect Items or Material Description Differences
If the item received differs materially from your order or the product specifications, please contact us with relevant details and supporting photos so we can review the issue.
Change-of-Mind Returns or Exchanges
You may request a return or exchange within the stated period if you change your mind. Items should be returned in their original condition with all included parts and accessories. Return shipping costs are the customer's responsibility unless we agree otherwise or applicable consumer rights require a different arrangement.
3. Return Procedure
Submit a Request
Contact us by email or phone with your order number, proof of purchase, reason for the request, and relevant photos or videos if applicable.
Review and Return Instructions
We will review your request and provide further instructions. If the return is approved, we will provide the applicable return instructions and return address. Please do not send an item back before receiving these instructions.
Return and Inspection
Package the item securely and retain your shipping receipt and tracking information. Once the returned item is received, we will inspect its condition and notify you of the outcome.
4. Exchange Procedure
Submit an exchange request using the contact details below, including your order number, reason for the exchange, and supporting evidence where applicable. If approved, follow the return instructions provided.
After the original item has been received and inspected, we aim to arrange shipment of the replacement within 1–3 business days, subject to product availability and completion of the exchange process. Delivery time will depend on the applicable shipping arrangements.
5. Refund Method and Processing Time
Approved refunds will be issued to the original payment method, such as the Visa or Mastercard used for the purchase, where applicable.
Once the returned item has been received and the refund approved, we aim to initiate the refund within 3–5 business days. The time required for the funds to appear in your account depends on your card issuer or financial institution and may vary.
6. Return Shipping Costs
For approved returns involving damaged, defective, or incorrectly supplied items, we will cover reasonable return shipping costs in accordance with the instructions provided.
For change-of-mind returns, the customer is responsible for return shipping costs unless we agree otherwise or applicable consumer rights require a different arrangement. Please contact us before arranging return shipment to confirm the applicable instructions and costs.
7. Inspection and Consumer Rights
Returned items may be inspected to verify the reported issue and their condition. Please package items carefully and include all applicable components and accessories. If the returned condition differs materially from the information provided in the request, we will communicate our findings.
Nothing in this policy excludes or limits any consumer rights or remedies that cannot lawfully be excluded or limited.
8. Contact Us
For return or exchange assistance, please contact us using the details below.
Address: 6438 Mil Mar Blvd, Alexandria, LA 71302, US
Phone: +1 318-452-7891
Email: info@nelorarvo.com
Opening hours: Monday to Friday, 9:00 AM to 6:00 PM (EST)