Return & Refund Policy
Last updated: December 11, 2025
At NacoVela, customer satisfaction is important to us. If there is an issue with your order, our support team is here to help.
Please review the policy below to understand how returns, refunds, and replacements are handled.
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Returns & Refund Eligibility
We accept return or refund requests under the following conditions:
• The item is unused, unopened, and in its original packaging
• The request is made within 14 days of delivery
• Proof of purchase is provided (order number or receipt)
For hygiene and safety reasons, opened or used personal care products are not eligible for return. This includes products such as teeth whitening strips or any item that has been opened after delivery.
Returns may still be approved if the item arrives:
• Damaged
• Defective
• Incorrect
If this occurs, please contact us and we will resolve the issue with a replacement or refund.
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How to Request a Return or Refund
To start a return or refund request, please contact our support team at:
support@nacovela.com
Please include the following information:
• Your order number
• A brief description of the issue
• Photos of the item (if damaged, defective, or incorrect)
Our support team will review your request and provide return instructions if your request is approved.
Please do not send items back without contacting us first, as unauthorized returns may not be accepted.
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Return Authorization
If a return is approved, we will provide the return address and instructions by email.
Returns sent without prior authorization may be refused or not eligible for refund.
Customers are responsible for ensuring the return package is shipped safely.
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Damaged, Defective, or Incorrect Items
If you receive a damaged, defective, or incorrect item, please contact us within 48 hours of delivery.
Include photos of the item and packaging so we can review the issue.
Once verified, we will offer one of the following solutions:
• Replacement item
• Store credit
• Refund to the original payment method
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Refund Processing
Once a return is received and inspected, we will notify you of the approval status.
If approved:
• Refunds will be issued to the original payment method
• Processing time is 5–10 business days after approval
Please note that banks or card providers may take additional time to process and display the refund.
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Shipping Costs
• Original shipping fees are non-refundable
• Return shipping costs are the responsibility of the customer, unless the item is damaged, defective, or incorrect
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Delivered Packages
If a package is marked as delivered by the shipping carrier, it will be considered successfully delivered.
Customers should first check with:
• Household members
• Neighbors
• The local courier service
before reporting a missing package.
NacoVela is not responsible for packages confirmed delivered by the carrier.
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Order Cancellation
Orders may be canceled within 2 hours of purchase.
After this period, orders may already be processed or shipped and cancellation may not be possible.
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Chargebacks & Payment Disputes
Before initiating a chargeback or payment dispute with your bank, we encourage customers to contact our support team so we can resolve the issue quickly.
Most concerns can be resolved without the need for a formal dispute.
Opening a chargeback without contacting us may delay the resolution process.
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Late or Missing Refunds
If you have not received your refund after the processing period:
1. Check with your bank or card provider
2. Contact us at support@nacovela.com
We will gladly assist you.
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Contact Us
If you have any questions regarding returns or refunds, please contact our support team:
support@nacovela.com