Refund policy
We want you to receive what you expect. If an item does not work out, you may request a return within 30 calendar days of delivery.
Return conditions. Items must be unused and in their original packaging. Returns based on a quality issue are not subject to the “unused” condition, but please include photos that show the problem when you contact us. We reserve the right to decline returns for items that have been assembled, used, or are missing major components.
How to start a return. Email info@nathavelle.my or call +1 812 821 4067, Monday to Friday, 9:00 AM – 6:00 PM Central Time. Please have the following ready: where and when you purchased the item, your order number or proof of purchase, photos of the product, and a short description of what is wrong. Complete information helps us confirm eligibility in one exchange rather than asking you for additional materials later.
Return shipping. Nathavelle covers return shipping for eligible returns and does not charge a restocking fee.
Refund timeline. Once we receive the returned item, we inspect it and issue the refund within 1–2 business days. The refund is sent to your original payment method. How quickly it appears depends on your card issuer or payment provider; this typically takes up to 8 business days after we issue it. We will notify you by email or phone once the refund has been sent.
Exchanges and cancellations. We do not operate a separate exchange process. If you want a different item, the most reliable route is to return the original item for a refund and place a new order. Orders can be cancelled before they ship; contact us as soon as possible. Once an order has entered the shipping process, a cancellation request may not be possible to intercept.
Damaged or defective items. If an item arrives damaged or has a manufacturing defect, contact info@nathavelle.my within 30 calendar days of delivery and include photos. Eligible damage or defect returns are shipped back at Nathavelle’s expense, and the refund is processed to the original payment method.
Return abuse. We reserve the right to suspend return privileges for accounts that show a pattern of frequent returns, return items that do not match the order, or return items missing major components.