If you notice that your refund total does not exactly match the amount you originally paid for your order, this is typically due to fluctuating currency exchange rates.
How the exchange rate affects your refund
When you place an international order, your payment is processed based on the exchange rate at that specific moment. However, currency values change constantly.
- The Timing Factor: Because there is usually a gap of several days or weeks between your initial purchase and the processing of your return, the global value of your local currency compared to the US Dollar (USD) has likely shifted.
- Automatic Generation: These rates are generated automatically by our payment processing system and your financial institution at the time of the transaction. We do not have manual control over these market-driven shifts.
- Bank Fees: Some banks may also apply their own international transaction or conversion fees, which are not controlled by NVGTN and are not included in the refund total.
Who can provide more detail?
Because these rates are handled by the banking systems, your financial institution is the best point of contact for specific questions regarding the rate used for your transaction. They can provide a detailed breakdown of how they converted the funds back into your local currency.
Need further assistance?
We want to ensure your refund was processed correctly on our end. If you suspect there is an issue with your refund beyond a standard currency exchange difference, please contact our customer support team. Please include your order number and any details regarding the discrepancy so we can investigate this for you.