Return & Refund Policy

Last Updated: October 19, 2026

Assistance After Your Purchase

If you wish to return an item or report a problem with your order, email service@nelquarvo.com. This policy explains return eligibility, shipping responsibilities, and how refunds are handled.

Nelquarvo is operated by Chengdu Yaomeng Xintu Network Technology Co., Ltd. The company is responsible for sales, order processing, customer support, returns, replacements, and refunds for purchases made through this store.

Please contact us before sending anything back so we can provide the appropriate return instructions and address.

Our 30-Day Return Window

You may request a return within 30 calendar days after delivery. Submit your request within this period and provide enough information for us to identify your purchase and the items involved.

The deadline applies to submitting your request. If you contact us within the return window, time spent waiting for our response will not make your request late.

Personal preference returns have different conditions from claims involving damage, defects, incorrect items, missing components, or a material difference from the product description.

This return window does not limit any mandatory consumer rights that apply to your purchase.

Returning an Item You No Longer Want

If you change your mind or select an unsuitable size, color, or style, the item must be unused, unwashed, and in its original condition, with its original packaging and included components.

For fabric items such as pillow covers and tissue box covers, please keep them free from stains, odors, alterations, and damage while deciding whether to retain them.

Opening the shipping carton and carefully inspecting the product does not, by itself, prevent a return. However, washing, altering, or putting an item into regular household use means it no longer meets the unused-condition requirement for a personal preference return.

These conditions do not automatically disqualify a claim involving a defective, damaged, incorrect, or materially misdescribed item.

Size, Color, and Material Expectations

Check product dimensions, materials, selected options, and included components before ordering. For organizers, measure your intended shelf or drawer. For covers, compare the listed size with your pillow insert or tissue box.

Lighting and screen settings may affect color appearance. Handmade and textured products may have minor variations where consistent with the listing.

If the correct item was supplied but you prefer a different option, the request is treated as a personal preference return. If the product is materially different from its description or we supplied an incorrect option, we will review it as a product or order issue.

How to Request a Return

Email service@nelquarvo.com with:

• Your order number and the email address used at checkout.

• The product name, selected option, and quantity involved.

• The reason for your request.

• Whether the item has been used, washed, assembled, or altered.

• Whether the original packaging and included components are available.

• Photographs or a short video where relevant to a product issue.

If you cannot find your order number, provide your checkout email address and other available purchase details.

We may ask follow-up questions to understand the request. Do not include full card numbers, security codes, passwords, or authentication codes.

Damaged, Defective, Incorrect, or Incomplete Items

Inspect your parcel and its contents after delivery. Contact us as soon as reasonably possible if an item arrives damaged, defective, incorrect, incomplete, or materially different from its description.

Describe the issue and identify the affected items. Where available, attach photographs of the product, packaging, and shipping label. For missing components, explain what arrived and what was absent.

Keep the item and packaging available during the review where practical. Stop using an item that appears damaged or unsafe.

We will review the information and arrange an appropriate replacement, refund, or return solution at no additional cost to you. If a return is needed, we will explain the shipping arrangements and cover the applicable return shipping costs.

Problems Discovered After Opening

Some issues become apparent only after unpacking or inspecting a product. Opening the packaging does not automatically prevent us from reviewing a defect or a material discrepancy.

Explain when and how you discovered the issue. Missing packaging alone will not automatically prevent an investigation, although photographs and available packaging may help us assess it.

The unused-condition requirement for personal preference returns does not override applicable protections for faulty or incorrectly supplied products.

Return Shipping and Fees

Personal Preference Returns

Customers pay return shipping for personal preference returns. The cost depends on the parcel and return destination. You can obtain a shipping quote after we provide the return address.

Original shipping charges are generally nonrefundable for these returns. If your order qualified for free shipping, we do not deduct an outbound shipping fee from your refund.

Product Problems or Our Errors

For damage, defects, incorrect or missing items, or a material difference from the description, you will not be required to pay additional costs arising from the issue.

Contact us before purchasing return shipping so we can arrange an appropriate method. Where a refund is the agreed solution, it will include applicable refundable delivery charges associated with the affected item.

Restocking and Cancellation Fees

We do not charge restocking fees or cancellation fees.

Return Address and Shipping Instructions

Our support team will provide the appropriate return address after reviewing your request. It may differ from the address printed on your original parcel.

Do not send returns to the business address listed at the end of this policy. That address identifies the company operating Nelquarvo.

If you have already sent an item to another address, contact us with the shipment details. We will review what can be done, although locating or redirecting the parcel may delay the process.

Packing Your Return

Follow the instructions supplied by our team and include the requested order reference.

Pack the item securely in suitable protective outer packaging. For personal preference returns, include the original product packaging and supplied components.

If an item has broken parts or sharp edges, wait for our handling and shipping instructions before sending it.

When arranging return shipping yourself, we recommend a trackable service. Keep the shipping receipt and tracking details until the return and refund are complete.

If a return shipment appears delayed or missing, contact us with those details. Where we arranged the shipment, we will investigate with the relevant provider.

Inspection and Return Decisions

Returned products are inspected against the conditions relevant to the return reason.

For personal preference returns, we review the item’s unused condition, packaging, and included components. For a reported product problem, we consider the issue described and the supporting information.

If a return does not meet the applicable conditions, we will explain the findings and discuss the available options. We will not make unexplained deductions from an approved refund.

Refund amounts reflect the amount actually paid for the approved items, accounting for discounts and applicable refundable taxes. Shipping charges are handled according to the return reason described above.

Refund Method and Timing

Approved refunds are issued to the original payment method.

When a return is required, we initiate the approved refund within 5–10 business days after receiving, inspecting, and approving the returned item.

If no return is required, the 5–10 business day period begins when the refund is approved.

Business days for refund processing mean Monday–Friday, excluding applicable public holidays. Your bank or payment provider may need additional time to post the funds.

If your original payment account has closed, or an expected refund has not appeared, contact us with your order number so we can review the transaction and available options.

Replacements and Exchanges

For product problems or order errors, we will discuss an appropriate replacement, refund, or return solution. Replacements arranged to resolve these issues will not create additional costs for you arising from the problem.

If you prefer another size, color, or product, contact us before returning the original item. We will explain whether an exchange can be arranged or whether an eligible return followed by a separate purchase is more appropriate.

Any price difference or personal preference shipping cost will be explained before you agree. Replacement availability is confirmed when the arrangement is made.

Order Changes and Cancellations

Contact service@nelquarvo.com promptly if you need to cancel an order or correct a product selection, quantity, or delivery address.

Orders are typically processed within 1–3 business days after payment is confirmed. This period is not a guaranteed window for changes or cancellation.

We will check the order’s progress and confirm whether your request can still be accommodated. Orders cannot be canceled after shipment.

For a paid, unshipped order approved for cancellation, we initiate a refund to the original payment method within 5–10 business days after approval. Your payment provider may require additional posting time.

An order that has already shipped may qualify for a return after delivery under this policy.

Missing or Undelivered Orders

Contact us if your parcel has not arrived, tracking has stopped updating, or the shipment appears lost. Include your order number and available tracking information.

We will investigate with the relevant carrier or fulfillment provider and help determine an appropriate resolution.

If tracking shows “Delivered” but you have not received the parcel, let us know. That status alone will not prevent us from investigating your report.

Your Consumer Rights

Nothing in this policy excludes or limits mandatory rights or remedies applicable to your purchase.

Conditions for personal preference returns do not override protections relating to faulty, damaged, incorrect, or materially misdescribed products.

Return and Refund Support

For assistance with a return, product concern, replacement, cancellation, or refund, contact us using the details below.

Brand Name: Nelquarvo

Legal Company Name: Chengdu Yaomeng Xintu Network Technology Co., Ltd.

Business Address: Room D8041, No. 1, 1st Floor, Building 1, No. 118 Weijianian 1st Road, Jinniu District, Chengdu, Sichuan, China

Customer Support Email: service@nelquarvo.com

Support Hours: Monday–Saturday, 9:00 AM–6:00 PM EST

We aim to respond to customer inquiries within 1–2 business days.