Refund policy

At Navello, we want every customer to feel confident when shopping for furniture and home essentials. Whether you purchase a bed, sofa, mattress, or another furniture item, we aim to provide a clear and straightforward return and refund experience.

This policy explains how to request a return, furniture return conditions, return shipping responsibilities, exchanges, refunds, and procedures for damaged, defective, or incorrect products.

1. Return Window

We offer a 30-day return policy on purchases made through https://navello.shop.

You may request a return within 30 calendar days after receiving your order.

To qualify for a standard return:

  • The return request must be submitted within 30 calendar days after delivery.
  • The product must be unused, undamaged, and in its original condition.
  • All original parts, accessories, assembly components, and instruction manuals must be included.
  • The item should be returned in its original packaging or other secure protective packaging.
  • Proof of purchase, such as an order confirmation or order number, must be provided.

Furniture returned because of manufacturing defects, shipping damage, or incorrect delivery will be evaluated separately from change-of-mind returns.

Contact our support team before returning an item. Unauthorized returns may be delayed or refused if they cannot be identified or processed.

2. Furniture-Specific Return Conditions

Beds & Bed Frames

Beds and bed frames may be returned within 30 days if unused, undamaged, and accompanied by all original components.

All hardware, screws, fittings, and assembly instructions must be included.

Furniture that has been assembled, used, or modified may not qualify for a standard change-of-mind return unless otherwise confirmed.

Sofas & Upholstered Furniture

Sofas and upholstered furniture must be returned in clean, unused condition.

Returned products must be free from:

  • Stains, spills, or visible damage
  • Pet hair or pet-related damage
  • Smoke or strong odors
  • Tears, scratches, or fabric alterations
  • Signs of regular use

All removable cushions, accessories, and included components must be returned.

Mattresses

Mattresses must be unused, clean, and in their original protective packaging for standard change-of-mind returns.

Mattresses that have been slept on, stained, contaminated, or otherwise used may not qualify for standard returns.

Damaged, defective, or materially incorrect mattresses will be handled according to the damaged or defective product provisions of this policy.

Other Furniture

Tables, cabinets, chairs, storage furniture, and other home furnishings may be returned within 30 days if they meet the applicable conditions.

All detachable components, fittings, and accessories must be included.

3. How to Request a Return

All returns are processed by mail.

Step 1: Contact Our Support Team

Email support@navello.shop within 30 days of delivery.

Include:

  • Your full name
  • Order number
  • Product name
  • Reason for return
  • Photographs if the item is damaged, defective, or incorrect

Step 2: Return Request Review

Our support team will review your request and provide appropriate return instructions.

For large furniture, additional information about package dimensions and shipping arrangements may be required.

Step 3: Download & Print the Return Label

Once the return is authorized, we will provide return shipping instructions and, where arranged, a downloadable return label by email.

Download and print the return label, then securely attach it to the package.

Return shipping cost responsibility depends on the reason for return.

Step 4: Prepare Your Package

Securely package the furniture with all applicable components, hardware, and accessories.

For large or heavy furniture, follow any additional packaging or carrier pickup instructions.

Step 5: Ship Your Return

Send the item using the approved shipping method or arrange the instructed pickup.

Retain your shipping receipt and tracking information.

Important: Do not send products directly to our business contact address unless our support team confirms it as the authorized return destination.

The return address will be provided with your authorization.

4. Return Shipping Methods

Returns are accepted by mail through approved carriers, which may include:

  • USPS
  • UPS
  • FedEx
  • Appropriate furniture freight or large-item carriers when required

Large furniture, including sofas, mattresses, and bed frames, may need special shipping arrangements.

If freight pickup is necessary, our support team will provide instructions.

Customers should not independently arrange expensive freight shipping before contacting us.

5. Return Shipping Costs

Return shipping responsibility depends on the reason for return.

Reason for Return Shipping Cost Paid By
Damaged product Navello
Defective product Navello
Incorrect item delivered Navello
Missing or incorrect components requiring a return Navello
Change of mind Customer
No longer wanted or needed Customer
Wrong size, style, or color ordered Customer
Personal preference concerning a correctly supplied item Customer

Returns Due to Our Error

If an item arrives damaged, defective, or incorrect, Navello will cover necessary return shipping charges.

We will provide an appropriate prepaid return label or arrange suitable collection when required.

Change-of-Mind Returns

Customers are responsible for return shipping if they no longer want the furniture, selected the wrong size, or prefer a different product.

Large furniture return charges may vary according to dimensions, weight, carrier, and pickup location.

Any return shipping charges arranged through Navello will be communicated in advance.

6. No Restocking Fees

Navello does not charge restocking fees.

There is no restocking fee for approved returns of beds, sofas, mattresses, or other furniture.

Applicable customer-paid return shipping charges are separate from restocking fees.

7. Damaged, Defective, or Incorrect Products

If your furniture arrives damaged, defective, or incorrect, contact us promptly.

What to do:

  1. Take clear photographs of the product and visible damage.
  2. Photograph any damaged outer packaging.
  3. Keep the packaging, accessories, and included components.
  4. Email support@navello.shop with your order number and a description of the issue.

Our support team will review the information and determine an appropriate resolution.

Depending on the circumstances, we may offer:

  • A replacement product
  • Replacement components or missing parts
  • A refund
  • Another suitable resolution agreed upon with the customer

If a return is necessary because of verified shipping damage, a defect, or our fulfillment error, Navello will cover the return shipping cost.

8. Exchanges

We accept exchanges for furniture purchased through Navello.

Contact us within 30 days after delivery if you need a different size, color, style, or item.

Exchanges are subject to:

  • Product availability
  • Condition of the original item
  • Applicable return requirements
  • Any price difference between the original and replacement item

Exchanges Due to Damage or Error

For damaged, defective, or incorrect products, we will arrange an appropriate replacement or exchange without additional return shipping charges.

Customer-Requested Exchanges

For exchanges due to personal preference or incorrect size selection, customers are responsible for applicable return shipping charges.

Any price difference or additional arrangements will be explained before confirmation.

If the requested item is unavailable, we can discuss an alternative or a refund under this policy.

9. Refund Processing Time

Once your returned item has been received and inspected, we will notify you of the refund decision.

If approved:

  • Refunds are issued to the original payment method.
  • Approved refunds are processed within 10 business days after the returned product is received, inspected, and approved.
  • No restocking fee is deducted.
  • Applicable customer-responsible return shipping charges are handled according to the agreed return arrangements.

Your bank or payment provider may require additional time to make the funds available.

Approved cancellations for orders that have not shipped are refunded within 10 business days after cancellation confirmation.

10. Late or Missing Refunds

If you have not received an approved refund:

  1. Check your original payment account.
  2. Contact your bank or payment provider.
  3. Allow for the provider's normal posting timeframe.
  4. Email support@navello.shop if the refund remains missing.

Include your order number and any refund confirmation details.

11. Order Cancellations

Customers may request cancellation before shipment by emailing support@navello.shop.

Before Shipment

We will attempt to cancel orders that have not been dispatched and refund any collected payment.

After Shipment

Once an order has been handed over to the carrier, cancellation may no longer be possible.

Customers may request a return after delivery under the applicable return conditions.

12. Non-Returnable Conditions

For standard change-of-mind returns, we may decline products that:

  • Have been used or show significant wear
  • Were damaged by customer handling or misuse
  • Have been permanently modified
  • Are missing essential components
  • Have stains, contamination, or strong odors
  • Fall outside the 30-day return window

Custom-made or personalized furniture may have additional restrictions only where clearly disclosed before purchase.

These conditions do not limit applicable rights regarding defective, damaged, incorrect, or misrepresented products.

13. Large Furniture Returns & Packaging

Large furniture requires careful handling during return transportation.

  • Retain original packaging where possible.
  • Protect furniture surfaces, edges, fabric, and wooden components.
  • Secure detachable parts and hardware.
  • Use appropriate packaging for oversized or heavy products.
  • Follow carrier pickup and collection instructions.

Contact our support team before arranging oversized furniture returns.

14. Returns Lost or Damaged in Transit

For customer-arranged returns, we recommend tracked shipping and retaining proof of shipment.

If a return package is lost or damaged, notify the carrier and our support team.

For prepaid returns arranged by Navello, we will assist with the carrier investigation.

Resolutions depend on shipment evidence, circumstances, and applicable consumer rights.

15. Contact Information

For assistance with returns, exchanges, or refunds, contact:

Store Name: Navello

Website: https://navello.shop

Business Address: 20 Haypress Rd Ste 313, Cranbury, New Jersey 08512, United States

Customer Support Email: support@navello.shop

Phone Number: +1 732-222-1206

Business Hours: Monday–Friday, 10:00 AM–5:00 PM

Business Time Zone: (GMT-05:00) Eastern Standard Time (NY)

We are committed to handling return and refund requests fairly and helping customers resolve furniture-related concerns.