Returns, Refunds & Cancellations

When you place an order, it is created as unpaid - payment happens as a separate step afterward. While an order is still unpaid and hasn't yet begun fulfillment, you can cancel it yourself from your order details page, with an optional reason. Once an item on the order has moved into fulfillment, self-service cancellation is no longer available for that order.

Once an order has been paid for, self-service cancellation is not available - this protects both you and the platform against cancelling an order whose payment has already been processed. If you need to cancel a paid order or request a refund, please contact support@nelvaca.com. We'll review your request, but contacting us does not by itself guarantee automatic approval or an automatic refund.

For a paid order that hasn't yet been processed or shipped, cancellation may generally still be possible. Whether it is depends on the order's current status, the seller or fulfilment circumstances at that time, any reasonable costs already incurred, and applicable law. Contact us and we'll let you know what's possible for your specific order.

If an item you received is defective, damaged, incorrect, or materially different from how it was described, please contact us. Nothing in this policy is intended to remove or limit any right you have under applicable consumer protection law to a repair, replacement, price reduction, or refund for goods that don't match their description or aren't of satisfactory quality.

Once an order has moved further into fulfilment (for example, an item has been packed, handed to a courier, or shipped), whether cancellation or a return is still available can depend on the reason for the request, the product's condition, the order or fulfilment status at the time, how much time has passed, and applicable law. We'll assess each request on that basis rather than applying one fixed rule to every order.

There are three distinct stages to a refund, and reaching one doesn't guarantee the next:

• Request submitted - you've told us you want a cancellation or refund (for example, by emailing support).
• Request approved - we've reviewed the request and approved it for processing.
• Refund returned - the payment provider or your bank or card issuer has actually returned the funds to you. This step depends on our payment provider and your own financial institution, and we don't control or guarantee an exact settlement timeframe.

For any cancellation, return, or refund question, contact support@nelvaca.com. See our Contact & Support page for more.

Nothing in this policy excludes or limits any consumer right that applicable law does not allow to be excluded or limited. This page is a general description of how our process works and is not individualized legal advice for your specific situation.