Refund policy

DAMAGED OR DEFECTIVE ITEMS — FREE RESOLUTION GUARANTEE

If your lamp arrives damaged or defective, contact us at info@neovall.com within 7 days of delivery with photos of the item and packaging. We will offer you:
- A free replacement, or
- A full refund

No need to return the item. All costs are covered by us. No deductions.

CHANGE-OF-MIND RETURNS

If you are not satisfied with your purchase, you may return it within 30 days of delivery under the following conditions:
- Items must be unused, in original condition and original packaging, with all components included (lamp body, shade, base, cord, bulb).
- Return shipping costs are the responsibility of the buyer.
- Refunds are issued only after the item arrives back undamaged and passes inspection. Items that are broken or damaged during return shipping are not eligible for a refund — responsibility for safe transit lies with the sender.
- We strongly recommend packing the item securely in its original packaging and using a tracked, insured shipping service.
- No restocking fees: undamaged returns receive a full refund of the product price.

HOW TO START A RETURN

To initiate a return, email us at info@neovall.com with:
1. Your order number
2. Reason for return
3. A photo of the item and packaging

We will respond within 24–48 hours with return instructions.

REFUND PROCESS

Once your return arrives undamaged and passes inspection, we will process your refund within 5–7 business days. Refunds are issued to the original payment method. Please allow an additional 3–5 business days for the refund to appear on your statement.

EXCHANGES

We do not offer exchanges. If you would like to request an exchange (for example, a different plug type or color), you must contact us at info@neovall.com before sending anything back. Exchange requests are subject to additional fees and are evaluated case by case, subject to our approval.

LATE OR MISSING REFUNDS

If you have not received your refund within the expected timeframe, please check with your bank or credit card company first. Then contact us at info@neovall.com and we will investigate.

QUESTIONS?