Refund policy

By placing an order through this website you will be agreeing to the terms below. These are provided to ensure both parties are aware of and agree upon this arrangement to mutually protect and set expectations on our service.

You can always contact us for any return and refund questions at hi@staynrvous.com. Each request is reviewed on a case-by-case basis. Please note that it may take up to 5 business days to receive a response.

We do not accept returns or exchanges if the incorrect size or colour is ordered, or in case if customer just changed his mind, as each item is made to order - in fact is a custom product.

We only offer refunds or replacements if the item has been lost or damaged, or there's been a manufacturing error. You must submit clear photo evidence showing the issue within 30 days of item delivery.

Wrong Address - If you provide an address that is considered insufficient by the courier, the shipment will be returned to original facility. You will be liable for reshipment costs once we have confirmed an updated address with you (if and as applicable).

Unclaimed - Shipments that go unclaimed are returned to original facility and you will be liable for the cost of a reshipment.

To be eligible for a replacement/refund, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Any claims for damaged/defective items must be submitted within 30 days after the product has been received. For packages lost in transit, all claims must be submitted no later than 30 days after the estimated delivery date.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions 
Unfortunately, we cannot accept returns/refunds/replacements on gift cards.

Replacements
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

The customer has to pay the return shipping costs if you want to make a return. We will cover the shipping for the exchanged products.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hi@staynrvous.com.

Important!

Notification for EU consumers: According to Article 16(c) and (e) of the Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 on consumer rights, the right of withdrawal may not be provided for:

1. the supply of goods that are made to the consumer's specifications or are clearly personalized;
2. sealed goods which were unsealed after delivery and thus aren't suitable for return due to health protection or hygiene reasons,

therefore STAY.NRVOUS reserves rights to refuse returns at its sole discretion.

European Union 14 day cooling off period
Right of Withdrawal (14-Day "Cooling-Off Period") in the EU
Under the European Union Consumer Rights Directive, customers located within the EU generally have the right to withdraw from a purchase contract (return an item) within 14 calendar days without giving any reason (the "cooling-off period"). 

Exception for Custom-Made Goods (Print-on-Demand)
We sell products that are created specifically for your individual order using a "print-on-demand" model. This means the item is produced only after you place the order and is not held in our inventory.

In accordance with EU law, the right of withdrawal (14-day period) does not apply to:
"The supply of goods made to the consumer's specifications or clearly personalized". 

Therefore, we do not accept returns or exchanges for non-defective items (e.g., if you ordered the wrong size, colour, or simply changed your mind)!