Return & Refund Policy

Hassle-Free Returns for Nerovela™ Lighting

At Nerovela™, we want every customer to feel confident when shopping with us. If your purchase doesn’t meet expectations, our return and refund process is designed to be simple, fair, and transparent.

1. Return Window & Conditions

We offer a 30-day return period, starting from the day your order is delivered.

To qualify for a return, items must:

  • Be unused and in original condition
  • Include all original packaging and components
  • Have any tags, inserts, or accessories intact (if applicable)
  • Be accompanied by proof of purchase

Products that show signs of wear, damage not caused during shipping, or missing parts may not be eligible for return approval.

2. How to Request a Return

To start a return, please contact our support team:

service@nerovela.com

Once your request is reviewed and approved, we will provide:

  • Return authorization details
  • Step-by-step instructions
  • A return shipping label (when applicable)

⚠️ Please do not send items back without prior approval, as unauthorized returns may not be accepted.

3. Product Issues & Shipping Damage

We recommend checking your order immediately after delivery.

If you receive:

  • A defective item
  • A damaged package
  • Or the wrong product

Please contact us as soon as possible so we can review the issue and provide a suitable solution.

4. Non-Returnable Items

Certain products and cases cannot be returned, including:

  • Customized or special-order items
  • Items marked as final sale
  • Gift cards or digital goods
  • Products damaged due to misuse or improper handling
  • Shipping fees are non-refundable

If you are unsure about eligibility, feel free to reach out before submitting a return request.

5. Exchange Process

For a faster replacement experience, we recommend:

  1. Returning the original item first
  2. Placing a new order once the return is accepted

This helps ensure quicker delivery of your replacement item.

6. Refund Handling

After we receive and inspect your returned item, we will notify you of the outcome.

If approved:

  • Refunds are issued back to the original payment method
  • Processing typically takes up to 10 business days
  • Additional time may be required depending on your bank or payment provider

If you have not received your refund after an extended period, please contact your bank before reaching out to us.

7. Return Shipping Details

If a return is approved, shipping instructions will be provided by our team.

All returns must be sent using the provided return authorization process to ensure proper handling.

Return Address (if required)

Hong Kong Liu Xue Yang International Limited
FLAT/RM 1203, 12/F, TOWER 2
CHINA HONG KONG CITY
33 CANTON ROAD, TSI KL

Thank you for choosing Nerovela™.
We appreciate your trust and are committed to ensuring a smooth and reliable shopping experience.