Return, Refund & Warranty Policy
Last updated: 3 September 2026
Clear support for returns, refunds and warranty claims
This policy explains how to request support from Neva Furniture. Read it together with the warranty, delivery and return information on the particular product page and your order confirmation. Coverage varies by model; a standing desk, an imported chair and a locally assembled chair do not all carry the same warranty.
Check your delivery and contact us promptly
Please inspect your order when it arrives. For a return or exchange request, notify Neva within 24 hours of delivery and retain the original packaging. Tell us if the item is damaged, incomplete, incorrect or different from the configuration you ordered. Clear photos or a short video help us understand the issue.
The 24-hour notification window is our standard delivery and change-of-mind reporting process. It does not shorten a product’s warranty or remove rights provided by applicable law. If a fault becomes apparent later, contact us so we can assess it under the relevant coverage.
How to request a return or exchange
- Contact Neva through WhatsApp, Messenger, email or phone. Provide the order number or invoice reference, model name, delivery date and a description of the issue.
- Share clear photos or a short video when relevant. The team will send the Google claim-form link privately if it is needed.
- Wait for the return instructions, including the collection or drop-off arrangement. Please do not send an item to the showroom or assembly centre without coordinating with us.
- For a change-of-mind return, keep the item unused and complete, with its packaging, supplied parts and accessories. Pack it carefully for transport. For a fault claim, explain the condition honestly; an item does not have to be unused for a genuine warranty issue to be assessed.
Change-of-mind returns and model changes
If the product supplied is correct and has no damage, defect or other issue, but you decide you no longer want it, an approved change-of-mind return is subject to a 25% restocking charge plus BDT 500 return shipping. The restocking charge is calculated on the amount actually paid for the returned product after any discount, not its original list price. This rule also applies to corporate orders. These charges do not apply to a remedy for a damaged, defective, incorrect or misdescribed product.
Example: If you paid BDT 20,000 for the returned product, the 25% restocking charge is BDT 5,000. After the BDT 500 return-shipping charge, the refund on that product is BDT 14,500. The BDT 500 is the return-shipping charge in this calculation; it is not an additional fee on top of a second return-shipping charge. For an approved change-of-mind size or model exchange, the same restocking and shipping charges apply, together with any difference in product price. We will provide the full calculation before you agree to proceed.
Custom-made, specially sized and clearly marked final-sale products are not eligible for change-of-mind returns. Separately agreed delivery or installation services already completed are generally non-refundable for a change-of-mind request. These conditions do not exclude remedies for a defective, incorrect or misdescribed product, or any refund required by law.
Damaged, defective or incorrect items
Contact us promptly if an item arrives damaged or defective, or if the wrong item is delivered. We will assess the issue and arrange an appropriate repair, replacement or refund. For an accepted delivery-fault claim, Neva covers the necessary return shipping. A restocking fee is not charged for a remedy arising from our supply of a faulty or incorrect item.
Refund method and timing
Once a return and refund are approved, refunds are processed to the original payment method wherever that method supports refunds. Our processing window is 5–10 business days after the returned item is received. Where no return is required, we will confirm the processing date with you. Your bank or payment provider may take additional time to show the credit.
If cash on delivery was used, we will agree a suitable refund method with you. Any lawful deduction for an approved change-of-mind return will be explained. If applicable law requires an earlier refund or a different remedy, that requirement takes priority.
Warranty periods depend on the model
| Product or range | Listed warranty period and scope |
|---|---|
| Neva Tulip, Tulip Revolving and Tex chairs | 6 months, as specified for each model |
| Other chairs | 1 or 2 years, depending on the model and covered components |
| FlexiSpot BS14 and Sheer chairs | 5 years; refer to the product page for covered parts and exclusions |
| Standard desks and tables, including Team Table | 1 year; the listed coverage includes edging, frame and stopper issues as applicable |
| FlexiSpot Single Motor, E1 Pro, E5 Lite and L-Shape desks | 5 years on the frame, motor and control box |
| FlexiSpot E5 desk | 10 years on the frame, motor and control box |
| FlexiSpot E7 Pro desk | 15 years on the frame, motor and control box |
| Neva Lounge and Malven sofas | 3 years under their model-specific terms |
| Other listed sofas and soft seating | 1 year under their model-specific terms |
| Storage furniture and the CMP051 accessory | 1 year under their model-specific terms |
The table summarises the current listed range. The warranty supplied with your exact product and order is the reference for your purchase. A later website update does not reduce the warranty already agreed with you. For any model not listed above, check its product page or ask Neva before ordering.
What the warranty covers
For Neva-assembled chairs with full-chair coverage, the listed warranty includes parts replacement during the covered period. For imported or foreign-fitted chairs, covered components may include the mechanism, gas lift, base and castors, with model-specific exclusions such as armrests or headrests. The precise coverage is published on the product page.
Standard desk and storage coverage applies to the specified edging, frame or broken-part issues. Sofa coverage depends on the listed model and its upholstery or structural terms. Accessory coverage applies to the stated functional or manufacturing issues. We assess the problem and arrange the repair or component replacement covered by the applicable warranty; whole-product replacement is not an automatic promise for every fault.
FlexiSpot standing-desk support in Bangladesh
The standing-desk warranty covers the frame, motor and control box for the model’s stated period. Neva arranges genuine FlexiSpot replacement parts through its supply channel. For an accepted covered claim, Neva bears the covered shipping, transport and installation costs.
A motor or control-box replacement may take 14–30 days, depending on diagnosis, parts availability and shipment. Our team will explain the likely timeline for the actual case. This frame-system warranty should not be read as an identical warranty on every tabletop surface or accessory.
Exclusions and care
- Damage caused by misuse, rough handling, accidents, overload or use beyond the product’s stated capacity.
- Scratches, stains, cosmetic wear and fading, unless the product’s stated warranty specifically covers the issue.
- Damage caused by unauthorised alterations or incorrect installation or repair. This does not excuse damage caused by Neva’s own work.
- Components expressly excluded on the model’s product page, such as armrests or headrests on certain imported chairs.
- A claim made after the applicable warranty expires, unless another legal right applies. Paid service may still be available.
Keep your invoice or order reference. If you cannot find it, contact us so we can try to locate the purchase record. For work outside warranty, we will explain the proposed charges before proceeding. Transport arrangements for non-standing-desk claims depend on the particular coverage and confirmed service arrangement.
Cancellations, pre-orders and custom work
Contact us as soon as possible if you need to change or cancel an order. The available options depend on whether the item has been dispatched or custom production has started, and on the terms agreed for the order. We will explain the status, any agreed costs and the applicable refund arrangements. If Neva cannot supply an accepted order, we will contact you to arrange a suitable resolution, including any refund due.
Your rights and how to contact us
This policy is subject to the applicable laws of Bangladesh. Nothing in it removes a consumer right, remedy or liability that cannot legally be excluded. You may contact Neva about a complaint and retain access to the relevant consumer-protection authority or court.
Neva Furniture
1/6, Amtoli, Mohakhali–Gulshan Road, Dhaka, Bangladesh
Email: sales@neva.furniture
Sales and support: +880 1805 020560
Business phone lines: +880 1805 020560–69