Refund policy

Returns & Refund Policy

Last updated: September 29, 2026

At NAEVII, we want you to shop with confidence.

In addition to any mandatory consumer rights available to you under applicable law, NAEVII offers an extended 60-day voluntary return period on eligible products purchased through our official online store at www.naevii.com.

This policy explains how returns, refunds, damaged items, exchanges, promotional gifts, bundles, and cancellations are handled.

Nothing in this policy limits or excludes any mandatory consumer rights that apply to your purchase.

1. NAEVII 60-Day Return Policy

Eligible products may be returned within 60 calendar days of delivery.

To request a return, please contact us within this period at:

Email: support@naevii.com

Please include:

  • your order number;
  • the purchaser's name;
  • the product you wish to return;
  • the reason for the return;
  • photos or videos if the product is damaged, defective, incorrect, or incomplete.

Please do not send any product back before receiving return instructions from our team.

Once your return request has been reviewed, we will provide the appropriate return address and shipping instructions.

2. Statutory Consumer Rights

The NAEVII 60-day return period is an additional voluntary benefit and does not replace any rights you may have under applicable consumer protection laws.

Depending on your country, you may have mandatory rights relating to:

  • cancellation or withdrawal from an online purchase;
  • defective or non-conforming goods;
  • repairs or replacements;
  • refunds;
  • delivery costs;
  • product guarantees.

Where mandatory consumer law provides you with rights that are more favorable than this policy, those rights will apply.

During any statutory withdrawal or cancellation period, customers may inspect or handle products to the extent permitted by applicable law.

Where legally permitted, a refund may be reduced if a product has been handled beyond what is reasonably necessary to establish its nature, characteristics, or functioning and that handling has caused a reduction in value.

3. Conditions for NAEVII's Extended Voluntary Returns

For returns made under NAEVII's voluntary 60-day return policy because of:

  • change of mind;
  • personal preference;
  • incorrect size selection;
  • incorrect color selection;
  • the customer ordering the wrong product;

the product must normally:

  • be unused;
  • be unwashed;
  • not have been altered;
  • show no stains, odors, dirt, pet hair, or signs of use;
  • have all original tags attached where applicable;
  • include all accessories, manuals, and components originally received;
  • include original packaging where reasonably applicable;
  • remain in a condition suitable for resale.

NAEVII may refuse a voluntary return made under our extended 60-day policy if these conditions are not met.

These conditions do not limit any mandatory statutory rights available to you.

4. Defective, Damaged, Incorrect, or Incomplete Items

If you receive a product that is:

  • defective;
  • damaged;
  • different from the product ordered;
  • missing components or accessories;
  • materially different from its description;

please contact us as soon as possible at support@naevii.com.

For faster assistance, we recommend contacting us within 7 days of delivery and providing clear photos or videos showing the issue.

This 7-day recommendation does not limit any mandatory rights you may have under applicable law.

After reviewing the issue, NAEVII may, depending on the circumstances and applicable legal requirements:

  • send a replacement at no additional cost;
  • arrange an appropriate return solution;
  • repair or replace the product where appropriate;
  • issue a full or partial refund;
  • reimburse reasonable return shipping costs where required.

Products purchased during a promotion remain covered for defects or order errors.

5. Hygiene and Intimate Products

Certain products may be subject to additional return restrictions for hygiene or health protection reasons where permitted by applicable law.

This may include products such as:

  • maternity underwear;
  • certain support garments;
  • breast pumps;
  • breast-pump components that come into direct contact with breast milk;
  • other products supplied with a hygiene or protective seal.

Where a product is supplied sealed for genuine hygiene or health-protection reasons, it may no longer be eligible for a voluntary change-of-mind return after the seal has been broken, where applicable law permits this restriction.

Unused and eligible products that remain properly sealed may be returned within NAEVII's 60-day voluntary return period.

For nursing and pumping bras that do not fall within a legally permitted hygiene exception, the normal return conditions and applicable consumer rights will apply.

These restrictions never exclude valid claims for products that are defective, damaged, incorrect, or otherwise non-conforming.

6. Baby Carriers, Slings, and Hip Seats

Baby carriers, slings, and hip seats are eligible for NAEVII's 60-day voluntary return period, subject to the conditions in this policy.

For a voluntary return made outside any applicable statutory withdrawal period, the product must remain unused and in resalable condition.

Before using the product with a child, we recommend checking:

  • the model;
  • the color;
  • the included components;
  • the stated age and weight range;
  • the overall condition of the product.

Products showing signs of significant use may not qualify for NAEVII's extended voluntary change-of-mind return.

This does not affect any statutory right to inspect a product or any rights relating to defects, safety, or product conformity.

7. Items Not Eligible for Voluntary Return

The following products are generally not eligible for NAEVII's voluntary change-of-mind return policy:

  • gift cards;
  • personalized or made-to-order products;
  • eligible hygiene products after a hygiene seal has been broken, where applicable law permits such a restriction;
  • products clearly identified as Final Sale before purchase, where such restriction is legally permitted.

A product being discounted, included in a Black Friday promotion, or sold as part of another sale does not automatically make it non-returnable.

Promotional products remain subject to applicable consumer rights.

8. Bundles and Sets

Products sold together as a bundle or set should normally be returned as a complete bundle.

Examples include:

  • carrier bundles;
  • nursing bra multipacks;
  • maternity sets;
  • Black Friday sets;
  • promotional gift sets.

If NAEVII agrees to accept only part of a bundle as a return, the original bundle discount may be recalculated based on the products retained by the customer.

Any refund may therefore reflect the normal price of the retained products rather than the discounted per-item bundle value.

All applicable accessories, gifts, components, and packaging included with the returned portion should also be returned where required.

9. Promotional Gifts

If your order included a free promotional gift that was conditional on:

  • purchasing a particular product;
  • purchasing a bundle;
  • reaching a minimum order value;
  • participating in a promotion;

the promotional gift may also need to be returned if the qualifying purchase is returned.

If the qualifying products are returned but the promotional gift is not, or if the gift has been used, NAEVII may, where permitted by applicable law and where the value was appropriately disclosed, deduct the applicable value of the gift from the refund.

This does not affect mandatory consumer rights.

10. Return Shipping Costs

Voluntary Change-of-Mind Returns

For returns made under NAEVII's extended voluntary 60-day policy because of:

  • change of mind;
  • personal preference;
  • incorrect color selection;
  • incorrect size selection;
  • the customer ordering the wrong product;

the customer is normally responsible for return shipping costs.

We strongly recommend using a trackable shipping service and keeping the shipping receipt and tracking number until the refund is completed.

Defective, Damaged, or Incorrect Products

If a return is required because the product is:

  • defective;
  • damaged;
  • incorrect;
  • incomplete;
  • or affected by an order-processing error caused by NAEVII;

NAEVII will cover reasonable return shipping costs where required by applicable law or as otherwise agreed by our customer support team.

Different rules may apply to returns made under mandatory statutory withdrawal or consumer rights.

11. Original Shipping Charges

For voluntary returns made solely under NAEVII's extended return policy, optional or premium shipping charges paid on the original order are generally not refundable unless otherwise required by law.

If your order qualified for free shipping, NAEVII will not impose a restocking fee or retrospectively deduct the original outbound standard shipping cost solely because you returned an otherwise eligible product under our voluntary return policy.

For cancellations or returns made under statutory consumer rights, original delivery charges will be refunded where and to the extent required by applicable law.

If a return results from a defect, damage, incorrect item, or an error by NAEVII, applicable shipping charges will also be handled in accordance with applicable consumer law.

12. Restocking Fees

NAEVII does not charge a restocking fee for eligible returns that comply with this policy.

This does not prevent NAEVII from making a lawful adjustment where a returned product has suffered a reduction in value because of handling or use beyond what is permitted under applicable consumer law.

13. How to Return a Product

Before returning a product, contact:

support@naevii.com

Once your return has been authorized, we will provide:

  1. the correct return address;
  2. return instructions;
  3. any additional information required for your specific return.

Please package the product carefully and include all applicable components, accessories, and other items required under this policy.

Use a trackable shipping service whenever possible and retain your shipping receipt and tracking number.

Do not send a product to the shipping-origin address printed on your parcel unless NAEVII specifically instructs you to do so.

Our authorized return location may be different from the location from which your order was originally shipped.

Unauthorized returns may experience processing delays.

14. Time to Send an Approved Voluntary Return

For returns made under NAEVII's voluntary 60-day return policy, once your return has been approved, we normally ask that you send the parcel within 7 calendar days.

If our support team gives you a different deadline, the deadline provided by the support team will apply.

Returns made under mandatory statutory rights will be subject to the deadlines required by applicable law.

15. Refunds

Statutory Returns

For cancellations, withdrawals, defective products, or other returns governed by mandatory consumer law, refunds will be processed within the time limits required by applicable law.

Where permitted by law, NAEVII may wait until the returned products have been received, or until the customer provides appropriate evidence that the products have been sent back, before issuing the refund.

NAEVII Voluntary 60-Day Returns

For returns made solely under our extended voluntary return policy, returned products are normally inspected within 3–5 business days after arriving at the authorized return location.

Once the return has been approved, the refund will be issued to the original payment method.

After NAEVII issues a refund, banks, card issuers, and payment providers may require approximately 5–10 additional business days to display the funds in your account.

These payment-processing times are controlled by the financial institution and may vary.

16. Payment Processing Fees

Certain payment methods may include third-party processing fees that the payment provider does not return after a transaction has been cancelled or refunded.

Any such fee will only be withheld from a refund where:

  • the fee was properly disclosed before purchase;
  • the payment provider does not refund the fee;
  • and withholding it is permitted under applicable law.

Nothing in this section overrides any mandatory refund rights.

17. Exchanges

For voluntary exchanges involving:

  • color;
  • size;
  • model;

our standard process is generally:

Return → Refund → New Order

This helps avoid delays and allows customers to place a new order immediately if their preferred item is available.

For defective, damaged, incorrect, or incomplete products, NAEVII may offer a direct replacement where appropriate and subject to availability and applicable law.

18. Order Cancellations

If you need to cancel or modify an order, please contact us as soon as possible at:

support@naevii.com

If your order has not entered fulfillment or shipping, we will normally be able to cancel it and issue a refund.

Once fulfillment or shipping has begun, we cannot guarantee that the order can be modified or stopped.

If the parcel has already been shipped, you may need to wait until delivery and then use the applicable return or cancellation procedure.

Nothing in this section limits any statutory cancellation or withdrawal rights available under applicable law.

19. Refused or Unclaimed Deliveries

If an order is returned to NAEVII because:

  • the recipient refused delivery;
  • the parcel was not collected;
  • an incorrect or incomplete shipping address was provided;

NAEVII may issue an applicable refund once the returned parcel has been received and processed.

Where permitted by law, reasonable additional costs actually incurred because of an unclaimed, refused, or incorrectly addressed parcel may be deducted if those costs were appropriately disclosed to the customer.

This section does not apply where the failed delivery resulted from an error by NAEVII or the shipping provider for which the customer is not responsible.

20. Missing Refunds

If NAEVII has confirmed that your refund has been processed but it has not yet appeared in your account:

  1. check your bank, card, or payment account again;
  2. contact your bank, card issuer, or payment provider;
  3. allow the normal processing period;
  4. contact NAEVII if the issue continues.

Email: support@naevii.com

We will be happy to confirm the refund information available to us.

21. Black Friday, Sale, and Promotional Purchases

Unless a product was clearly identified as Final Sale before checkout and such a restriction is permitted by applicable law, products purchased during:

  • Black Friday;
  • Black Week;
  • Cyber Monday;
  • seasonal sales;
  • promotional campaigns;
  • discount-code promotions;

remain eligible for NAEVII's return policy under the same applicable conditions described above.

Promotional pricing does not reduce statutory consumer rights.

If the purchase included a bundle discount, free gift, or order-value reward, Sections 8 and 9 of this policy may also apply.

22. Consumer Rights

Nothing in this Returns & Refund Policy excludes, restricts, or reduces any mandatory consumer rights available to you under the laws applicable to your purchase.

NAEVII's 60-day return policy is an additional commercial benefit designed to give customers more time and confidence when shopping with us.

Where any provision of this policy conflicts with a mandatory legal requirement, the mandatory legal requirement will prevail.

23. Contact Us

For questions regarding:

returns, refunds, exchanges, cancellations, damaged products, incorrect products, or your consumer rights relating to an NAEVII order, please contact:

NAEVII Customer Support
Email: support@naevii.com
Website: www.naevii.com

Please contact our team before sending a return so that we can provide the correct instructions and authorized return location.