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RETURNS & REFUNDS POLICY

Last updated: 10/05/2026

At Neralba, we specialize in authentic pre-owned luxury designer items. Due to the unique and second-hand nature of our products, we kindly invite customers to carefully review all product descriptions and photos before placing an order.

1. Right of Withdrawal

In accordance with applicable European consumer regulations, customers may request a return within 14 days of receiving their order.

To initiate a return request, customers must contact Neralba at:

support@neralba.com

before sending the item back.

 

2. Return Conditions

To be eligible for a return, the item must:

  • be returned in the exact same condition in which it was received
  • remain unused after delivery
  • include all original accessories, packaging, dust bags, authenticity cards, and included materials
  • have the original Neralba security seal attached and untampered
  • not show additional wear, odors, damage, stains, or alterations

Returns that do not meet these conditions may be refused.

 

3. Security Seal Policy

All Neralba items are shipped with a security seal for anti-fraud and authenticity protection purposes.

Removal, damage, or tampering of the security seal voids return eligibility.

 

4. Inspection & Authenticity Verification

All returned items undergo inspection and authenticity verification before any refund is approved.

For security purposes, Neralba documents product details, condition, serial references, and visual characteristics before shipment.

Neralba reserves the right to refuse returns or refunds if:

  • the returned item differs from the original shipped product
  • authenticity concerns arise
  • the item has been used, altered, or damaged
  • return conditions are not respected

 

5. Return Shipping

Customers are responsible for return shipping costs.

We strongly recommend using a tracked and insured shipping service, as Neralba is not responsible for lost or damaged return shipments.

 

6. Refund Process

Refunds are issued only after the returned item has been received, inspected, and approved.

Approved refunds will be processed to the original payment method within 5–10 business days.

Original shipping costs are non-refundable unless otherwise required by law.

 

7. Damaged or Incorrect Orders

If an item arrives damaged or incorrect, customers must contact Neralba within 48 hours of delivery.

Please include:

  • order number
  • detailed description
  • supporting photos

Contact:
support@neralba.com

 

8. Contact

Neralba
support@neralba.com
Italy