Effective date: May 12, 2025

Thank you for shopping with NVOfficial. We want you to be completely satisfied with your purchase. If you’re not happy for any reason, we’re here to help.

1. Return Eligibility

You can return most clothing items within 14 days of receiving your order if:

• The item is unused, unwashed, and in its original condition.
• The item has all original tags, labels, and packaging.
• You have the original receipt or proof of purchase.

Exceptions (non-returnable items):

• Undergarments, swimwear, or items marked “Final Sale.”
• Customized or personalized products.
• Gift cards.

2. International Returns

Postage and Shipping cost for returning the
item will be borne by the customer. We do not provide prepaid return labels for
international orders. Duties, taxes, or customs fees are non-refundable.

3. Return Process

To initiate a return:

• Email us at returns@nvofficial.store with your order
  number and reason for return.
• We may call you to discuss or ask for further evidence in
  photographic or video format.
• We will send you instructions and a return address.
• Ship the item(s) back using a trackable shipping method.
• Once received and inspected, we will notify you about the
  status of your refund.

4. Exchanges

We do not offer direct exchanges. If you
need a different size or colour:

• Return the original item.
• Place a new order for the replacement item.

5. Refunds

• Approved refunds are issued to your original payment method
  within 5–10 business days.
• Shipping fees, if any, are non-refundable.
• If the returned item is used, damaged, or missing parts, a
  partial refund may be issued.

6. Damaged or Incorrect Items

If you received the wrong or a damaged
item:

• Contact us within 14 days of delivery with photo proof.
• We’ll offer a replacement or full refund (including shipping
  costs).

7. Late or Missing Refunds

If you haven’t received a refund:

• Check your bank account.
• Contact your credit card company/bank (processing times vary).
• If you’ve done all this and still haven’t received your refund,
  contact us at [support@nvofficial.store].

8. Contact Us

If you have questions about returns or
refunds, reach out to us at:

Email: support@nvofficial.store
Phone/WhatsApp: +44 7577 327319
Address: 71-75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ