When something
needs reshaping.
Return request window：30 calendar days after confirmed delivery.
Approved returned merchandise：Refund initiated within 5–10 business days after receipt and inspection.
Restocking fee：No restocking fee for approved returns.
01. Requesting a return
Contact us within 30 calendar days after confirmed delivery to request an eligible preference return, such as a change of mind or an unsuitable selection when the supplied product matches its description.
This standard preference-return period does not remove mandatory rights relating to defective goods, incorrect items, material misdescription, or other protections that cannot lawfully be limited.
02. Product condition and contents
Preference returns should generally be unused, unaltered, and in original condition with supplied tools, components, instructions, and packaging where reasonably available.
Disclose any pouring, mixing, painting, curing, contamination, consumption, damage, or missing quantity. Opening packaging alone is not proof of misuse. A defect discovered during proper preparation or use is assessed separately.
03. Information to send
Email service@nelvsagora.com with your order number, product and variant, reason for the request, and relevant photographs or video.
For a material issue, describe the condition and any preparation or mixing steps. For missing contents, identify the component or quantity promised. Wait for approval and instructions before mailing anything.
04. Return destination
Do not send returns to our registered business address unless customer service specifically authorizes it. The sender address on the original parcel is not automatic return authorization.
After approval, we provide the appropriate destination, return reference, and packing instructions. Ask for clarification if any details are incomplete.
05. Preference-return shipping costs
Customers generally pay return shipping for eligible preference returns. Original outbound shipping charges are generally not refundable for a preference return unless applicable law requires otherwise.
No restocking fee applies to approved returns. We do not impose an undisclosed cancellation or handling charge through this return process.
06. Damaged, defective, or wrong items
Report a problem promptly, preferably within 7 calendar days after delivery, with your order details and evidence that can be obtained safely. This preferred period does not cut off mandatory rights.
For a verified damaged, defective, incorrect, or materially misdescribed item attributable to us, we provide an appropriate replacement, refund, or return solution without additional cost for the qualifying issue. A replacement component or material may be appropriate where agreed.
07. Costs caused by our error
Before buying postage for a merchant-caused issue, contact support so we can arrange or approve the appropriate return method and destination.
The resolution will address eligible original and return shipping costs without improperly shifting costs caused by our error to you. Mandatory consumer protections take precedence.
08. Used materials and restrictions
Materials that have been consumed, mixed, cured, contaminated, or permanently altered may not qualify for a standard preference return. Clearly disclosed personalized or final-sale products, if offered, may have lawful restrictions.
A reduced price alone does not make an item final sale. These restrictions do not automatically remove remedies for a pre-existing defect or material misdescription discovered during proper use.
09. Preparing an authorized parcel
Contain loose grains and small tools securely, protect trays and fragile pieces, and prevent containers from opening or leaking. Follow the authorized instructions and keep postage and tracking evidence.
Do not mix materials, transfer them into unsuitable containers, or mail leaking or potentially restricted contents without guidance. Tell support about damaged packaging or special handling needs before dispatch.
10. Inspection and refunds
For approved returned merchandise, we initiate the eligible refund to the original payment method within 5–10 business days after receipt and inspection. A shorter deadline required by law takes precedence.
Banks and payment providers may require additional posting time. If the original method cannot receive the refund, we will work with the provider on an appropriate lawful alternative. Contact us if a refund remains missing after the expected posting period.
11. Exchanges
Exchange options depend on stock and the requested product. Any applicable price difference or shipping charge will be explained before you agree.
If a direct exchange cannot be arranged, an eligible return and separate new purchase may be appropriate. Check the material, quantity, dimensions, and compatibility before choosing a replacement.
12. Cancellations and further review
Request cancellation as soon as possible. A successfully canceled order before fulfillment has no cancellation fee. Cancellation may no longer be possible once fulfillment or shipment progresses.
Refunds for canceled, unshipped orders do not require a returned item. If you disagree with an assessment, reply with the order number and facts you want reconsidered. Nothing here excludes mandatory consumer rights.