Returns, withdrawal and refunds

Returns, withdrawal and refunds

Consumers may notify NALVEN of their withdrawal within 14 calendar days of receiving the products, without giving a reason, subject to applicable law.

How to request a return

Email straluce@hotmail.com or use the Contact page. Include your order number and the items you wish to return. Please wait for the return instructions before sending anything back.

Return address

Corso Europa 712, 16148 Genova (GE), Italy. After notifying us, send the goods back without undue delay and no later than 14 days after the withdrawal notice. Contact customer service to confirm the correct procedure and address before shipping.

Condition of returned items

You may inspect and try on an item as necessary to establish its nature, characteristics and fit. You may be liable for any diminished value caused by handling beyond what is necessary. Keep proof of purchase and return the item with its tags and original packaging where possible.

Return shipping costs

For a voluntary change-of-mind return, direct return shipping costs are paid by the customer and depend on the carrier, origin country and service selected. For defective, non-conforming or incorrect items, statutory legal remedies apply and costs that the law places on the seller will not be charged to the consumer.

Refunds

For a valid withdrawal, refunds are made in accordance with statutory deadlines, normally within 14 days of the withdrawal notice. We may withhold the refund until the goods have been received or proof of return shipment has been provided, whichever happens first. Refunds are made using the original payment method unless otherwise agreed.

Sale and promotional items

The 14-day withdrawal conditions also apply to discounted, sale and bundle items. No product category is excluded by NALVEN from this right. All mandatory consumer rights remain unaffected.