Refund policy
Last updated: 8 September 2026
In short
- You can return any item within 14 days of receiving it, for any reason. No "final sale" exclusions: discounted items can be returned too.
- Return shipping is paid by you, unless the item is defective or not what you ordered. You send the parcel with Nova Post to our returns branch in Bratislava and pay the Nova Post tariff when you hand it in: about EUR 20 for a parcel of up to 3 kg sent from Poland; the exact price depends on your country and the parcel weight.
- We refund the full price and the standard delivery cost within 14 days, to the payment method you used.
- Exchanges: we refund the returned item and you order the new size or colour; if you prefer, write to us and we will arrange the exchange directly.
- Defective or wrong item? That is covered by the legal guarantee, see section 6, and it is always free for you.
1. Your right to return (right of withdrawal)
1.1. As a consumer in the EU you have the right to withdraw from the purchase within 14 days without giving a reason. The 14 days start on the day you, or a person you designated (other than the carrier), receive the goods. If your order is delivered in several parcels, the period starts with the last parcel.
1.2. To withdraw, send us an unequivocal statement before the 14 days expire, for example an e-mail to support@nazva.eu or a letter to NAZVA s. r. o., Topoľčianska 4083/24, 851 05 Bratislava, Slovak Republic. You can use the model withdrawal form at the end of this policy, but you do not have to. Please include your order number so that we can process the return faster.
1.3. Personalised or made-to-measure items cannot be returned under the right of withdrawal. We tell you this on the product page before you order.
2. How to return, step by step
- Tell us within 14 days of delivery. The quickest way is to sign in to your account at account.nazva.eu, open the order and choose Request return. You can also e-mail support@nazva.eu with your order number and the items you are returning, or send the withdrawal form. You may tell us the reason, but you do not have to.
- Receive return instructions. Within 2 business days we send you the return instructions and confirm the return address. We do not provide a prepaid return label; you pay the shipping at the Nova Post branch when you hand in the parcel.
- Pack the items in their original packaging where possible, with the labels attached, and include the order number or the withdrawal form in the parcel.
- Hand the parcel to any Nova Post branch in your country within 14 days of telling us that you withdraw. Please use Nova Post only: our returns branch in Bratislava does not accept parcels from other carriers. Keep the drop-off receipt with the tracking number until you receive the refund.
- Refund. An authorised NAZVA employee inspects the returned items at the branch, and we refund you within 14 days of receiving your withdrawal notice, provided we have received the goods or your proof of having sent them.
Return address (do not send returns to our registered office):
NAZVA s. r. o. (IČO 57 644 209), Nova Post branch, Dunajská 14, 811 08 Bratislava, Slovak Republic. Send with Nova Post only. If Nova Post is not available where you live, write to us and we will agree another way to return the goods; your legal rights are not affected.
3. Condition of returned items
3.1. You may try the garment on to check size, fit and quality, the same way you would in a shop. Please do not wear it outside, wash it, remove labels or apply perfume or cosmetics to it.
3.2. If the value of an item is diminished because it was handled beyond what is necessary to establish its nature, characteristics and functioning (for example it was worn, washed, damaged or stained), we may deduct an amount corresponding to the loss in value from your refund. We will explain any deduction to you in writing. This does not affect your right to return the item.
3.3. Please return all parts that came with the item (belt, hood, spare buttons, dust bag).
4. Refunds
4.1. We refund all payments received from you for the returned items, including the cost of standard delivery. If you chose a more expensive delivery option than the cheapest standard delivery we offer, we refund the cost of the standard delivery.
4.2. If you return only part of an order, we refund the price of the returned items; delivery costs are refunded when the whole order is returned.
4.3. Refunds are made to the same payment method you used, unless you expressly agree otherwise. You will not be charged any fee for the refund. Depending on your bank, the amount appears on your account within 2 to 10 business days after we issue the refund.
4.4. Return shipping costs: when you withdraw from the contract, you bear the direct cost of returning the goods. You pay the Nova Post tariff when you hand in the parcel: about EUR 20 for a parcel of up to 3 kg sent from Poland; the exact price depends on your country and the parcel weight and is shown by Nova Post before you send. Return shipping is free for defective, damaged or wrong items (section 6). The goods travel at your risk until they reach us, so please keep the tracking number.
4.5. VAT and import charges: the refund includes the VAT you paid at checkout. Where an import charge was collected from you by mistake and you sent us the receipt, we reimburse it as described in our Terms of Sale.
5. Exchanges
The quickest way to exchange an item for another size or colour is to return it under this policy and place a new order. If you prefer, write to support@nazva.eu with your order number and the size or colour you need; we will reserve the item for you and arrange the exchange once your return is on its way. The return shipping of the item you send back is at your cost (section 4.4); delivery of the new order is free, like any other order.
6. Defective, damaged or wrong items (legal guarantee)
6.1. If an item is defective, damaged on arrival or not what you ordered, you have the rights under the legal guarantee of conformity for two years from delivery, in addition to the 14-day right of withdrawal. This includes repair or replacement free of charge, a price reduction, or a refund, as provided by law.
6.2. Write to support@nazva.eu with your order number, a description of the problem and photos. We respond within 14 days and tell you how to send the item back. Return shipping for defective or wrong items is always at our cost. Details are in our Terms of Sale and on the "Legal guarantee" page.
7. Cancelling before dispatch
If you want to cancel an order before it is dispatched, e-mail support@nazva.eu as soon as possible with your order number. If the parcel has not yet been handed to the carrier, we cancel the order and refund you in full. If it has already been dispatched, please use the return procedure above.
8. Questions
E-mail: support@nazva.eu. Phone: +421 918 123 702. We answer within 2 business days.
Model withdrawal form
(Complete and return this form only if you wish to withdraw from the contract.)
To: NAZVA s. r. o., Topoľčianska 4083/24, 851 05 Bratislava - mestská časť Petržalka, Slovak Republic, e-mail: support@nazva.eu
I/We () hereby give notice that I/We () withdraw from my/our () contract of sale of the following goods () / for the provision of the following service (*):
Ordered on () / received on (): ________
Order number: ________
Name of consumer(s): ________
Address of consumer(s): ________
Signature of consumer(s) (only if this form is notified on paper): ________
Date: ________
(*) Delete as appropriate.
