Refund policy

RETURN & REFUND POLICY

Last updated: August 22, 2026

Thank you for shopping with Navora. This policy explains the conditions for order cancellations, returns, replacements, and refunds.

Policy Overview

  • Cancellation request: Within 12 hours of purchase
  • Return request: Within 7 days after delivery
  • Return authorization: Required before sending any package
  • Approved refund processing: Usually 5–10 business days, depending on the payment provider
  • Support: support@navora.co

1. ORDER CANCELLATION

Customers may request an order cancellation within 12 hours of placing the order.

How to Request a Cancellation

Email support@navora.co as soon as possible and include:

  • The subject line: Order Cancellation
  • Your order number
  • The name and email address used for the order
  • The reason for the cancellation request

Cancellation Conditions

Submitting a cancellation request within 12 hours does not guarantee that the order can be cancelled.

A cancellation can only be approved if production, personalization, or fulfillment processing has not begun.

If the cancellation is approved, the payment will be refunded to the original payment method.

Personalized and Custom Orders

Personalized and custom-designed products may enter production shortly after an order is placed.

These orders cannot be cancelled or modified once personalization, production, or fulfillment processing has begun.

Customers are responsible for reviewing names, dates, photographs, sizes, colors, and other personalization details before completing the order.

2. RETURN REQUEST WINDOW

Customers have 7 days after the delivery date to request a return.

The delivery date is determined using the carrier’s tracking information.

Return requests submitted after the seven-day period may not be accepted unless otherwise required by applicable law.

Important

Contact Navora before sending any product. Packages returned without prior written authorization may be refused and may not qualify for a refund.

3. ELIGIBILITY FOR RETURNS

For a customer-remorse return to be eligible, the product must be:

  • Unused and unworn
  • In its original condition
  • Returned with its original packaging
  • Returned with tags attached, where applicable
  • Accompanied by the receipt or proof of purchase
  • Not listed as a non-returnable product under this policy

Customer-remorse returns include situations such as:

  • Ordering the wrong size or color
  • Changing your mind
  • No longer wanting the product
  • Selecting an incorrect design
  • Purchasing an item by mistake

The eligibility conditions above do not prevent customers from reporting a product that arrived damaged, defective, or incorrect.

4. DAMAGED, DEFECTIVE, OR INCORRECT ITEMS

Please inspect your order as soon as it is delivered.

If a product arrives damaged, contains a manufacturing defect, or is different from the item ordered, contact us within the seven-day return window.

Information Required

Please provide:

  • Your order number
  • A description of the problem
  • Clear photographs or videos showing the product
  • Photographs of the outer packaging and shipping label, if the package arrived damaged
  • Any other information reasonably required to review the claim

Please retain the product and its packaging until we complete the review. Do not discard or return the item unless instructed by Navora Support.

Available Resolutions

If the claim is confirmed, Navora may provide one of the following resolutions:

  • A replacement at no additional product or standard shipping cost
  • A full or partial refund
  • Another appropriate resolution agreed upon with the customer

For a confirmed damaged, defective, or incorrect item, Navora will cover any approved return shipping cost.

If a full refund is approved because of an error attributable to Navora, the original standard shipping charge will also be refunded.

Products damaged through misuse, improper care, unauthorized alteration, or customer handling after delivery are not eligible for a defect-based replacement or refund.

5. HOW TO REQUEST A RETURN

To request a return, contact:

Email: support@navora.co

Please include:

  • Your order number
  • The name and email address used for the order
  • The product you wish to return
  • The reason for the return
  • Supporting photographs or videos, where applicable

We normally respond within 1–2 business days.

If the return is approved, Navora Support will provide written instructions explaining how and where to send the package.

Do not send a return until you have received written authorization.

6. AUTHORIZED RETURNS ADDRESS

Approved returns must be sent to:

Navora Returns Unit 104,14997 SW Tualatin-Sherwood Rd, Sherwood, OR 97140, United States

Returns-Only Notice

This address is used solely to receive returns that have been approved in writing by Navora Support.

It is not Navora’s headquarters, business office, warehouse, retail store, showroom, or customer pickup location.

Packages sent without prior written authorization may be refused, returned to the sender, or determined ineligible for a refund.

The customer is responsible for following the return instructions and using the authorized address supplied by Navora Support.

7. NON-RETURNABLE PRODUCTS

The following products are not eligible for return or refund because of customer remorse, incorrect selection, or change of mind:

  • Products personalized with names, dates, text, photographs, or customer-provided information
  • Custom-designed or made-to-specification products
  • Gift cards
  • Products marked as final sale, where clearly disclosed before purchase
  • Used, worn, washed, altered, or customer-damaged products
  • Products returned without required authorization

This restriction does not apply to an eligible claim involving a confirmed manufacturing defect, transit damage, or an incorrect item supplied by Navora.

Personalized and custom products remain eligible for review when the received personalization does not match the information submitted and confirmed in the order.

8. EXCHANGES

Navora does not currently provide direct exchanges.

If you would like a different size, color, or product:

  1. Request a return for the original item.
  2. Wait for confirmation that the return is eligible.
  3. Place a separate order for the replacement product.

A new order may be placed before the return is completed, but it will be treated as a separate purchase.

Personalized and custom products cannot be exchanged because of customer remorse or an incorrect customer selection.

9. RETURN SHIPPING COSTS

Damaged, Defective, or Incorrect Products

If the issue is confirmed as a manufacturing defect, transit damage, or an error attributable to Navora:

  • Navora will cover the approved return shipping cost.
  • Navora may provide a prepaid return label where available.
  • Customers should not purchase return postage unless instructed by Navora Support.

Customer-Remorse Returns

For returns caused by a change of mind, incorrect size selection, incorrect customer-provided information, or another reason not attributable to Navora:

  • The customer is responsible for return shipping costs.
  • Original shipping charges are non-refundable.
  • Return shipping costs are not reimbursed.
  • The customer is responsible for the package until it reaches the authorized returns address.

We strongly recommend using a trackable shipping service. Navora cannot guarantee receipt of a return package that does not have valid tracking information.

Unauthorized Returns

Navora does not reimburse shipping costs for packages returned without prior written authorization.

10. RETURNED OR UNDELIVERABLE PACKAGES

An order may be returned by the carrier because of:

  • An incorrect or incomplete address
  • An unavailable or unknown recipient
  • Refusal of delivery
  • Failure to collect the package
  • Missing customs or tax information
  • Carrier delivery restrictions
  • Another issue attributable to the recipient

A package returned for one of these reasons does not automatically qualify for a refund.

After receiving confirmation from the carrier, Navora will review the order and contact the customer regarding available options.

Reshipment

If reshipment is available:

  • The customer may be required to pay the new shipping charge.
  • The customer must confirm a complete and accurate delivery address.
  • Reshipment will begin after the applicable shipping payment has been received.

Personalized and Custom Products

Personalized and custom products returned as undeliverable remain subject to the non-returnable conditions in this policy.

If the return was caused by an error attributable to Navora or the carrier, we will review the case and provide an appropriate replacement or refund.

11. REFUND REVIEW

After an authorized return is received, the product will be inspected to confirm that it meets the return conditions.

We will notify the customer by email whether the refund has been approved, partially approved, or declined.

A refund may be reduced or declined if:

  • The product shows signs of use, wear, washing, or customer damage
  • Parts, accessories, tags, or original packaging are missing
  • The returned product is different from the authorized item
  • The package was sent without authorization
  • The return does not meet the conditions stated in this policy

If a deduction is necessary, the reason and amount will be communicated to the customer.

12. APPROVED REFUNDS

Approved refunds will be issued to the original payment method.

After Navora processes the refund, please allow approximately 5–10 business days for the payment provider, bank, or card issuer to post the funds to your account.

Processing times may vary depending on the financial institution.

Original Shipping Charges

  • Original standard shipping charges will be refunded when a full refund is approved because of a confirmed error attributable to Navora.
  • Original shipping charges are non-refundable for customer-remorse returns.
  • Expedited or optional shipping upgrades are non-refundable unless otherwise required by law.

If more than 10 business days have passed since receiving our refund confirmation, please contact your bank or payment provider first. You may then contact Navora Support if additional assistance is required.

13. CONTACT NAVORA SUPPORT

For questions about cancellations, returns, damaged products, replacements, or refunds, please contact:

  • Email: support@navora.co
  • WhatsApp / Phone: +84 828 150 693
  • Support hours: Monday–Friday, 9:00 AM–5:00 PM GMT+7

Please include your order number when contacting us so we can assist you more efficiently.