Last updated: October 14, 2026

We want you to love your Neluva products. If something isn't right, here's how returns and refunds work.

14-day returns

You can return items within 14 days of delivery. To be accepted, returned items must be new, unused and in their original, sealed packaging. For hygiene reasons, cosmetics that have been opened or used can't be returned, unless they are faulty or covered by our money-back guarantee below.

30-day money-back guarantee on our Color Changing Foundation

Try our Color Changing Foundation for 30 days. If the shade doesn't blend with your skin tone, contact us within 30 days of delivery and we'll give you a full refund, even if you've opened it.

How to start a return

Before sending anything back, please contact us through our Contact page with your order number and the items you'd like to return. We'll reply with your return details and the address to send them to. Items sent back without contacting us first may be delayed or can't be processed.

Unless your item is faulty or we sent you the wrong product, return shipping costs are paid by you. We recommend using a tracked service, as we can't be responsible for returns lost in transit.

Damaged, faulty or wrong items

Please check your order when it arrives. If an item is damaged, faulty or not what you ordered, contact us within 7 days of delivery and include a few photos. We'll send you a replacement or a full refund at no extra cost to you.

Exchanges

You can exchange an unused item for another product of the same value within 14 days of delivery. If the new product costs more, you just pay the difference. Contact us to arrange your exchange.

Refunds

Once we've received and checked your return, we'll let you know if your refund has been approved. Approved refunds are issued to your original payment method within 14 days. Depending on your bank or card provider, it can take another 5–10 business days for the money to appear in your account. If you prefer, you can choose store credit instead.

Items we can't refund

Gift cards can't be returned or refunded.

Your legal rights

This policy doesn't affect your statutory rights as a consumer, including your right of withdrawal under EU consumer law.

Contact

Questions about a return? Get in touch through our Contact page.