Refund policy

REFUND & RETURN POLICY

Last updated: [January 29th, 2026]

At Navero, we want you to love your art. However, if you are not completely satisfied with your purchase, we are here to help.

1. Return Window

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return or exchange. If 14 days have passed since your delivery, unfortunately, we cannot offer you a refund or exchange.

2. Mandatory Unboxing Video (Important)

To ensure transparency and qualify for a refund/exchange due to damaged, defective, or incorrect items, we require a clear unboxing video. The video must show:

  • The package is unopened and intact before you start recording.
  • The entire unboxing process (uncut).
  • The damage, defect, or incorrect item clearly visible.

  • Note: We reserve the right to decline your request if an unboxing video is not provided or if the video does not clearly show the issue.

3. Eligibility for Returns

To be eligible for a return, your item must meet the following criteria:

  • Condition: Must be in the same condition that you received it (unworn, unused, unwashed, and unaltered).
  • Packaging: Must include all original tags and packaging.
  • Proof: A receipt or proof of purchase is required.

4. Non-Returnable Items

Please note that the following items cannot be returned or exchanged:

  • Sale items: Products purchased on sale or with a discount code.
  • Custom products: Personalized items or special orders made specifically for you.
  • Gift cards.
  • Hygiene-sensitive items: Accessories and personal care goods (e.g., masks, underwear, earrings) unless they are defective.
  • Items damaged due to improper use, washing, or handling by the customer.

5. How to Start a Return

To initiate a return, please contact us at hello@navero.art with the following information:

  • Your Order Number.
  • Reason for the return.
  • Photos and the Unboxing Video (mandatory for damaged/defective claims).

If your return is accepted, we will provide you with a return shipping label and instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

6. Damages & Issues

Please inspect your order immediately upon reception. If the item is defective, damaged, or if you receive the wrong item, contact us within 48 hours of delivery with your unboxing video so that we can evaluate the issue and make it right.

7. Exchanges (Size Change)

We support size exchanges within 14 days if you ordered the wrong size, provided that:

  • The item is unused and in original condition with tags.
  • Shipping Costs: You (the customer) are responsible for the shipping costs associated with returning the item and shipping the new size, unless the exchange is due to our error (defective/wrong item sent).

8. Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not.

  • If approved: You’ll be automatically refunded on your original payment method.
  • Timeline: Please allow 7-10 business days for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since we approved your return, please contact us at hello@navero.art.