Refund policy

30-Day Easy Returns

At Nerora, we want you to love your purchase. If you're not satisfied, we offer a straightforward return process subject to the conditions below. This policy applies to all orders placed by customers in the United States, Spain, and France.

Return Policy Overview

Return Window: You have 30 days from the carrier-confirmed delivery date to initiate a return by contacting us.
Condition: Items must be unused, in their original condition, and returned with the original packaging.
Easy Returns: Returning items to us is easy — our client support team will guide you through the process.

Return Categories

Wrong Item Received (wrong color, wrong size, or wrong product shipped):
If you receive an item that does not match what you ordered, please contact us at support@nerora.com within 7 days of delivery with your order number and a clear photo of the item received. Once verified, we will offer a free replacement shipment or a full refund at your choice — no return required for verified wrong-item cases.

Defective or Damaged Products:
If your item arrives with a manufacturing defect or was damaged during shipping, contact us within 7 days of delivery with your order number and photos showing the issue. Once verified, we will offer a free replacement or a full refund. Return shipping for verified defective items is covered by Nerora.

Not as Expected (style, quality, fit, or personal preference):
If the product matches its listing description and specifications but does not meet your personal expectations regarding style, quality, feel, or fit, this is considered a personal preference return. You may return the item within 30 days of delivery. The customer is responsible for return shipping costs, and a 10% restocking fee applies. Please see the Restocking Fee section below.

Change of Mind:
If you no longer want the item or purchased the wrong product by mistake, you may return it within 30 days of delivery. The customer is responsible for return shipping costs, and a 10% restocking fee applies.

What Counts as "Defective" vs. "Not as Expected"

Defective means the item arrived broken, damaged, with visible manufacturing flaws, or is materially different from the product page specifications (e.g., completely wrong item shipped).
Not as Expected means the item matches the product listing, description, and specifications, but you are not satisfied with the look, feel, quality, or fit. Subjective differences in perception — where the product matches what was described — are not considered defects.

Product Accuracy

We make every effort to display our products accurately, including colors, materials, and dimensions. Please note that slight variations may occur due to screen settings, monitor calibration, lighting conditions during photography, and minor manufacturing differences. Such variations are normal and are not considered defects or grounds for a "not as described" claim.

Material and Style Names: Product titles may include style-descriptive terms (e.g., "velvet sofa cover," "marble lamp," "linen throw") that refer to the aesthetic or style of the product rather than the exact material composition. Please always refer to the Specifications section on each product page for the exact material and composition details. By placing an order, you acknowledge that you have reviewed the product description, specifications, and images.

How to Return an Item

Step 1 – Contact Us First: Email our team at support@nerora.com with your order number, the reason for the return, and photos of the item (required for wrong item, defective, or damaged claims). We will respond within 1–2 business days with a return authorization and the correct return shipping address. A return authorization is required before sending any item back.
Step 2 – Pack Your Item: Repack the item securely in its original packaging, including all accessories, tags, and documents.
Step 3 – Ship It Back: Using the return address provided by our team, drop your package off at the nearest shipping carrier. Return shipping is arranged and paid for by the customer, unless the item is defective, damaged, or we shipped the wrong item.

Returns sent without a valid return authorization, or sent to an address not provided by our team, will not be accepted and will not be eligible for a refund.

Acceptance of Goods

If you do not report an issue with your order within 7 days of the carrier-confirmed delivery date, the merchandise is considered accepted as described. You may still initiate a return within the 30-day return window, but personal preference returns (style, quality, fit) after the 7-day reporting period are subject to the restocking fee and customer-paid return shipping.

Refund Process

Inspection: Once we receive your return, we will inspect the item within 1–2 business days to ensure it meets our return criteria.
Processing Time: Refunds are processed within 7 business days after we receive and approve your return.
Bank Processing: After we process your refund, please allow an additional 5–10 business days for the refund to appear in your account, depending on your bank or payment provider.

Restocking Fee

For personal preference returns (change of mind, not as expected, wrong size ordered, no longer want the item), we charge a 10% restocking fee to cover handling and processing costs. This fee will be deducted from your refund.
For defective, damaged, or wrong items shipped by us, no restocking fee applies.

Multi-Item Orders

If you wish to return specific items from a multi-item order, only those individual items are eligible for return and refund. Returns and disputes must specify the individual item(s) in question.

Exchanges

Want to swap for a different size, color, or product? No problem! Reach out to us at support@nerora.com, and we'll help you exchange your item quickly and easily.

Non-Returnable Items

For hygiene and safety reasons, some items may not be eligible for return. These products will be clearly marked as non-returnable in the product description.

Issue Resolution

If you experience any issue with your order, please contact us at support@nerora.com before filing a dispute or chargeback with your bank or payment provider. We are committed to resolving all concerns directly and promptly, and we process all legitimate returns and refunds in accordance with this policy. Filing a bank dispute without first contacting us may delay resolution.

For More Information

Questions?
Visit our FAQs page or contact our customer services. Frequently Asked Questions

Contact Information

Store Name: Nerora
Company Name: Refo Global LLC
Corporate Address: 30 N Gould St, STE R, Sheridan, WY 82801, USA
(This is our registered business address and is not a return address. Please contact us to receive your return shipping address.)
Serving customers in: United States, Spain, and France
Email: support@nerora.com
Phone: +1 (201) 479-9373

Customer Service Hours: Monday to Friday: 9:00 AM – 5:00 PM (EST) / 3:00 PM – 11:00 PM (CET)

We do our best to reply to your e-mail within 1–2 business days.