Return and Refund Policy

Last updated: 20 July 2026

This Return and Refund Policy applies to purchases made from Navella by consumers in the United Kingdom.

Navella is operated by MATHEUS CASTRO AGENCIA DE PUBLICIDADE LTDA, registered in Brazil under CNPJ 48.401.249/0001-35.

Your right to cancel

Under UK consumer law, you normally have the right to cancel an online order without giving a reason.

You must notify us of your decision to cancel within 14 days beginning on the day after you, or a person nominated by you, receives the goods.

If an order is delivered in separate parcels or on different days, the cancellation period begins on the day after the final item is delivered.

After notifying us, you have a further 14 days to return the goods.

To exercise your right to cancel, email help@shopnavella.com and provide:

• Your full name;
• Your order number;
• The items you wish to return;
• The date on which you received them; and
• A clear statement that you wish to cancel the purchase.

Return address

Unless we provide different instructions in writing, returns must be sent to:

MATHEUS CASTRO AGENCIA DE PUBLICIDADE LTDA
Rua José Marques Caldeira, 290
São José do Rio Preto – SP
15047-091
Brazil

Please contact us before sending your return so that we can provide the correct instructions.

Return postage

For returns made because you changed your mind, ordered the wrong size or no longer want the product, you are responsible for the return postage.

Our return address is in Brazil. International return postage may therefore be significant. We strongly recommend using a tracked postal service and retaining proof of postage.

Navella will pay or reimburse reasonable return costs when an item is:

• Faulty;
• Damaged before delivery;
• Incorrect;
• Not as described; or
• Otherwise non-conforming with your statutory rights.

Contact us before returning a faulty or incorrect item. We may provide a prepaid label, arrange another return method or ask you to provide a postage receipt for reimbursement.

Condition of returned goods

You may inspect and try on clothing in the same way that you reasonably would in a physical shop.

Returned products should, where reasonably possible, be:

• Unworn other than for fitting;
• Unwashed;
• Free from stains, odours or damage;
• Returned with their original labels and accessories; and
• Securely packaged.

We may make a proportionate deduction from the refund if the value of an item has been reduced because it was handled beyond what was necessary to establish its nature, characteristics and fit.

This does not affect your rights where goods are faulty, damaged or not as described.

Items excluded from change-of-mind returns

The statutory right to cancel may not apply to:

• Goods made to your specifications or clearly personalised;
• Sealed goods that are unsuitable for return for health or hygiene reasons once unsealed; and
• Other goods excluded from the cancellation right under applicable law.

These exceptions do not remove your rights where an item is faulty, damaged or incorrectly supplied.

Refunds

Once we receive the returned goods, or you provide acceptable evidence that they have been sent back, we will inspect the return and process any refund due.

Eligible refunds will be issued within 14 days of the earlier of:

• The date we receive the returned goods; or
• The date you provide evidence that the goods were returned.

Refunds will normally be made to the original payment method unless otherwise agreed.

Your bank or payment provider may require additional time to place the funds into your account.

Original delivery costs

When you cancel the entire order under your statutory cancellation right, we will refund the cost of the least expensive standard delivery option offered at the time of purchase.

If you selected a more expensive or expedited delivery method, the difference between that method and standard delivery will not normally be refunded.

If you return only part of an order, the original delivery charge may not be refundable where it would have been payable for the retained items in any event.

Faulty, damaged or incorrect goods

Goods supplied by Navella must be as described, of satisfactory quality and fit for their intended purpose.

Under the UK Consumer Rights Act 2015, you may have a short-term right to reject faulty goods within 30 days. After that period, you may be entitled to a repair or replacement and, where the issue cannot be resolved, a price reduction or refund.

These rights are separate from the 14-day cancellation right and cannot be restricted by this policy.

If you receive a faulty, damaged or incorrect item, contact us as soon as reasonably possible. Include your order number, a description of the issue and clear photographs where appropriate.

Two-item sets and promotional bundles

Where a product is sold as a two-item set or under a “Buy One, Get Two” offer, both items form part of the same product bundle.

When cancelling or returning the complete set because you changed your mind, both items must be returned.

If only one item is faulty, damaged or incorrect, contact us before returning the set so that we can provide an appropriate solution without affecting your statutory rights.

Exchanges

Exchanges depend on product availability and are not guaranteed.

Where a direct exchange is unavailable, we may ask you to return the original item and place a new order. This does not affect your statutory rights.

Lost return parcels

You remain responsible for a change-of-mind return until it reaches us. We strongly recommend using tracked postage and retaining the receipt.

Where Navella provides the return method for a faulty or incorrect item, responsibility will be determined in accordance with applicable law and the return instructions provided.

Contact

For cancellations, returns or refund enquiries, contact:

Email: help@shopnavella.com