Return and exchange policy

Thank you for choosing Navistia (hereinafter referred to as “we” or “us”). We value every customer’s shopping experience and are committed to providing a transparent, clear, and efficient after-sales service process. Please read this policy carefully before submitting a return or exchange request. All products are sold exclusively through our online store. A return label is included inside each package for your convenience.

1. Return and Exchange Period

You may request a return or exchange within 45 days from the date of delivery. Requests submitted after this period will not be accepted. We recommend inspecting your items promptly upon receipt to ensure your rights are protected.

2. Eligible Conditions for Return or Exchange

Within the valid period, you may apply for a return or exchange under any of the following circumstances:

• The product has visible appearance defects or was damaged during delivery;
• The product has quality issues or functional defects that affect normal use;
• The product has an unpleasant odor, significant color difference, or obvious discrepancies from the product description;
• The product received does not match your order;
• No-reason return or exchange is accepted provided the product remains unused, complete, and in its original packaging.

To facilitate the review process, we may request clear photos or videos as supporting evidence.

3. Return Process

To ensure a smooth return, please follow the steps below:

Step 1: Submit a Request
Contact us via email or phone and provide your order number, proof of payment, reason for return, and relevant photos or videos.

Step 2: Review and Confirmation
We will review your request as soon as possible. Once approved, we will notify you through your provided contact information and supply the designated return address along with instructions.

Step 3: Ship the Product Back
Please place the product, all accessories, materials, and the return label included in the original package back into its original packaging. Securely seal the parcel and ship it to the designated return address. We recommend keeping the shipping receipt for tracking purposes.

Step 4: Inspection and Refund
After we receive the returned item, we will conduct an inspection. If the product meets the return conditions, we will arrange your refund promptly. Please refer to Section 5 for refund details.

4. Exchange Process

If you wish to exchange an item, please follow these steps:

Step 1: Submit an Application
Contact us by email or phone with your order number, proof of payment, reason for exchange, and supporting materials.

Step 2: Approval Notification
Once approved, we will provide the return address and further instructions.

Step 3: Return the Item
Place the product, all accessories, materials, and the return label into the original packaging and send it back to the designated address. Please wait for confirmation of receipt.

Step 4: Inspection and Reshipment
After inspection and confirmation that the item meets exchange conditions, we will arrange shipment of the replacement product. For delivery timelines, please refer to our Shipping Policy.

5. Refund Information

Refund Method
Refunds will be issued to the original payment method used at checkout, including but not limited to American Express, JCB, Mastercard, Discover, Diners Club and VISA.

Processing Time
Refunds are typically processed within 2–3 business days. The exact time for the funds to appear in your account may vary depending on your bank’s processing time. If you do not receive your refund within the expected timeframe, please contact us for assistance.

6. Cost Responsibility

• If the return or exchange is due to appearance defects, quality issues, odor, significant color difference, or incorrect items, we will cover the return shipping costs.
• For no-reason returns or exchanges, the return shipping cost will be your responsibility.

Please confirm shipping cost arrangements with us before returning the item.

7. Disclaimer

• Returned products must remain complete, including the product itself, all accessories, documentation, and original packaging.
• Items showing signs of misuse, damage caused by external factors, or missing components may affect eligibility for return or exchange.
• Returning items without prior approval may result in delays in processing.
• We recommend using a trackable shipping service and retaining proof of shipment.

8. Contact Us

If you have any questions regarding returns or exchanges, please contact us:

Contact Address: 110 WILLISTON ST, FAYETTEVILLE, NC 28301-4160, United States
Customer Service Phone: +1 (716) 560-5105
Customer Service Email: care@navistia.com
Service Hours: Monday to Friday, 9:00 to18:00(Australia/Sydney, AEST/AED)

We appreciate your understanding and support and remain committed to providing a secure and reliable shopping experience.