Refund policy
Thank you for shopping with Nevrano.
Nevrano is operated by Speciava LLC. This Return, Exchange, and Refund Policy explains how returns, exchanges, refunds, cancellations, and after-sales issues are handled for eligible orders placed through Nevrano.com.
Please review this policy carefully before placing your order.
By placing an order on our website, you agree to the terms of this policy.
1. 30-Day Return and Exchange Window
Nevrano accepts eligible return or exchange requests within 30 calendar days after the order is marked as delivered according to the tracking information.
If you are not satisfied with your purchase, you may contact us within 30 calendar days of delivery to request a return or exchange.
Return or exchange requests submitted more than 30 calendar days after delivery may not be accepted.
2. Return and Exchange Eligibility
To be eligible for a return or exchange, the item must meet the following conditions:
- The return or exchange request is submitted within 30 calendar days of delivery.
- The item is in its original or resalable condition.
- The item has no customer-caused damage, including scratches, breakage, visible wear, stains, signs of misuse, improper handling, or unauthorized repair.
- The item is returned with its original packaging, accessories, manuals, power adapters, cables, cartridges, and included materials, where applicable.
- The item has not been modified, disassembled, repaired, misused, or damaged by the customer.
- The item was not used in a way that prevents it from being resold, unless the issue is caused by a verified product defect, shipping damage, incorrect item, or missing parts.
Products may be opened and lightly inspected or tested for basic function, provided that they remain in resalable condition and show no signs of customer-caused damage, misuse, modification, or extended use.
3. Ink Cartridges and Consumable Items
Ink cartridges, ink supplies, and other consumable items may only be returned or exchanged if they are unused, unopened, and in their original sealed packaging, unless they arrive damaged, defective, incorrect, or with missing parts.
Opened, installed, used, partially used, leaking due to misuse, improperly stored, or customer-damaged ink cartridges may not be eligible for return, exchange, or refund.
If an ink cartridge arrives damaged, defective, incorrect, or leaking upon delivery, please contact us within 7 calendar days of delivery and provide clear photos or videos showing the issue.
Please do not discard the product, cartridge, packaging, or shipping materials before we complete our review.
4. Returns or Exchanges for Non-Quality Reasons
Customers may request a return or exchange within 30 calendar days of delivery for non-quality-related reasons, including:
- change of mind;
- personal preference;
- ordering the wrong item;
- ordering the wrong version, size, model, or configuration;
- no longer needing the product.
For approved non-quality-related returns or exchanges:
- the customer is responsible for return shipping costs;
- the item must meet the return and exchange eligibility requirements listed in this policy;
- original shipping charges, if any, are non-refundable unless required by law;
- refunds will be issued after the returned item is received and inspected;
- exchanges are subject to product availability.
5. Product Compatibility and Customer Responsibility
Customers are responsible for reviewing product details carefully before placing an order, including but not limited to:
- product model;
- print size or print height;
- ink cartridge type;
- supported surfaces;
- voltage or charging requirements;
- product dimensions;
- included accessories;
- intended use.
If a product is unsuitable because the customer selected the wrong product, version, cartridge, configuration, or use case, the return or exchange will be treated as a customer-related return or exchange.
If Nevrano ships an incorrect item compared with the confirmed order, we will take responsibility for resolving the issue according to this policy.
6. Damaged, Defective, Incorrect, or Missing Items
If your item arrives damaged, incorrect, or with missing parts, please contact us within 7 calendar days of delivery at:
Please include the following information:
- your order number;
- the email address used to place the order;
- a clear description of the issue;
- clear photos and/or videos showing the defect, damage, incorrect item, or missing parts;
- photos of the outer packaging and shipping label if the issue relates to shipping damage.
If your item appears to be defective during the 30-day return window, please contact us with your order number and clear photos or videos showing the issue.
Please do not discard the product, packaging, accessories, cartridges, or shipping materials before we complete our review.
If the issue is confirmed, Nevrano may offer one or more of the following solutions based on the situation:
- replacement parts;
- shipment of missing parts;
- a replacement unit;
- an exchange;
- a repair solution where available;
- a partial refund;
- a full refund;
- another reasonable solution.
For verified damaged, defective, incorrect, or missing-item cases, Nevrano will cover the necessary return shipping or replacement shipping costs where applicable.
7. Non-Returnable and Non-Exchangeable Situations
Returns, exchanges, or refunds may not be accepted in the following situations:
- the request is submitted more than 30 calendar days after delivery;
- the product has been modified, altered, disassembled, repaired, or damaged by the customer;
- the product shows signs of misuse, improper handling, accident, neglect, unauthorized repair, or abnormal use;
- original packaging, accessories, manuals, cartridges, cables, power adapters, or included components are missing;
- the product was returned without prior written authorization from Nevrano;
- the issue is limited to minor cosmetic damage to the outer packaging that does not affect product function;
- the product was damaged by incorrect power connection, unsuitable voltage, improper accessories, improper setup, improper storage, or improper handling;
- ink cartridges or consumable items have been opened, installed, used, partially used, or are no longer in their original sealed packaging, unless they arrive damaged, defective, incorrect, or with missing parts;
- the product is returned to the wrong address or without following our return instructions.
8. How to Request a Return, Exchange, or Refund
To request a return, exchange, refund, or after-sales assistance, please contact us by email:
Please include:
- your order number;
- the email address used to place the order;
- the reason for your request;
- clear photos or videos if the item is damaged, defective, incorrect, or missing parts.
Our support team will review your request and respond within 1–2 business days.
Please do not send any item back without prior written approval from Nevrano.
Unauthorized returns may be refused and may not be eligible for refund or exchange processing.
9. Return Approval and Instructions
All returns and exchanges must be approved by Nevrano before being sent back.
If your request is approved, we will provide return instructions by email.
Please follow the return instructions carefully.
Items returned to the wrong address, returned without approval, returned without required information, or returned outside the approved return window may be refused or may delay refund processing.
10. Return Address
All approved returns must be sent only to the return address provided by our support team during the return approval process.
Please do not send any item back to the sender address shown on the original package unless we specifically instruct you to do so.
Please do not return any item to our registered business address unless we provide written approval.
Unauthorized returns may be refused and may not be eligible for refund processing.
11. Return Shipping Costs
For approved returns or exchanges due to customer preference, change of mind, wrong item ordered, incorrect product selection, incorrect shipping information provided by the customer, or other customer-related reasons, the customer is responsible for return shipping costs.
For returns or exchanges caused by a verified manufacturing defect, shipping damage, missing parts, incorrect item, or an error made by Nevrano, we will review the case and may cover the return shipping cost or provide replacement parts, a replacement unit, an exchange, a refund, or another appropriate solution.
Original shipping fees, if any, are non-refundable unless the return is caused by a verified product defect, shipping damage, missing parts, incorrect item, or an error made by Nevrano.
We recommend using a trackable shipping service for all authorized returns.
Nevrano is not responsible for return parcels lost in transit without valid tracking confirmation.
12. International Returns
For international orders, customers may be responsible for return shipping costs, customs duties, taxes, brokerage fees, import fees, or other charges related to returning the item, unless the return is caused by a verified product defect, shipping damage, missing parts, incorrect item, or an error made by Nevrano.
Customs duties, taxes, import fees, and brokerage fees are generally non-refundable unless required by applicable law.
If an international return is refused, abandoned, delayed, or disposed of due to unpaid duties, taxes, incorrect return information, or failure to follow return instructions, Nevrano may be unable to issue a refund or replacement.
13. Restocking Fee
Nevrano does not charge a restocking fee for eligible returns.
14. Refund Process
Once we receive and inspect the returned item, we will notify you by email whether the refund is approved.
If the refund is approved, it will be issued to the original payment method within 3–5 business days.
Please note that your bank, credit card company, payment provider, or financial institution may require additional time to process and post the refund to your account.
Shipping fees, return shipping costs, customs duties, taxes, import fees, brokerage fees, or other third-party charges may be non-refundable unless required by law or unless the return is caused by a verified product defect, shipping damage, missing parts, incorrect item, or an error made by Nevrano.
15. Exchanges
Approved exchanges are subject to product availability.
If the requested replacement item is unavailable, we may offer an alternative item, a refund, or another reasonable solution.
If the exchange is requested due to customer preference, wrong item ordered, or another customer-related reason, the customer may be responsible for return shipping and any price difference.
If the exchange is caused by a verified product defect, shipping damage, missing parts, incorrect item, or an error made by Nevrano, we will provide an appropriate solution according to this policy.
16. Order Cancellations
Order cancellation requests may be accepted within 24 hours after the order is placed, as long as the order has not been processed, packed, fulfilled, or shipped.
If you need to cancel an order, please contact us as soon as possible at:
Once an order has entered processing, packing, fulfillment, or shipment, cancellation may no longer be possible.
If your order has already shipped, it must follow the applicable return, exchange, or refund process after delivery.
If we are unable to ship your order within the stated timeframe, we will notify you and provide an appropriate option, which may include continuing with the delayed order or cancelling the order for a refund, as required by applicable law.
17. Final Sale or Promotional Items
Unless otherwise clearly stated on the product page or at checkout, eligible items purchased during promotions or sales may still be returned or exchanged according to this policy.
Items marked as final sale, non-returnable, or clearance may not be eligible for return, exchange, or refund unless they arrive damaged, defective, incorrect, or with missing parts, or unless otherwise required by applicable law.
18. Contact Us
For questions about returns, refunds, exchanges, cancellations, or defective items, please contact us:
Nevrano / Speciava LLC
Email: support@nevrano.com
Phone: +1 (281) 236-7068
Customer Support Hours: Monday to Friday, 9:00 AM to 6:00 PM PT
Registered Business Address:
Speciava LLC
30 N Gould St Ste N
Sheridan, WY 82801
United States