Refund policy
At Nuvia, your satisfaction matters to us. This policy describes our return and refund process.
Note: this policy applies to customers located outside the European Union, including the United States. It reflects Nuvia's commercial guarantee. It does not affect any statutory consumer rights you may separately have under the laws of your own country or state.
1. "Satisfaction Guaranteed" — 30-Day Return
Nuvia offers a 30-day satisfaction guarantee, starting from the date you receive your order.
1.1 What This Guarantee Covers
You may try the product under normal conditions of use. If, after trying it, the product isn't right for you, you can return it for a refund under the conditions below.
1.2 Conditions
To be eligible for this guarantee, your return must meet all of the following conditions:
- Timing: your return request must reach our customer service team within 30 calendar days of receiving the product
- Original packaging: the product must be returned in its original packaging, complete, with all accessories provided
- Product condition: the product must show no defect, damage, abnormal wear, or alteration resulting from use inconsistent with its intended purpose
- Inspection on receipt: on receiving your return, our team checks the product's condition and confirms the return meets these conditions
1.3 Return Shipping Costs
Under this guarantee, return shipping costs are the customer's responsibility, regardless of the reason for return.
1.4 If Conditions Are Not Met
If a returned product does not meet one of the conditions in Section 1.2 (missing packaging, damaged product, abnormal wear, deadline exceeded, etc.), Nuvia reserves the right to either decline the refund and return the product to the sender, or apply a deduction from the refund amount corresponding to the product's observed depreciation.
1.5 Refund Method
When a refund is granted under this guarantee, it is issued using the same payment method used for the original order, unless you expressly agree otherwise, within a reasonable time after we receive and validate your return.
2. Defective or Incorrect Product
If you receive a product that is defective, damaged in transit, or different from what you ordered, contact our customer service team at:
contact@feelnuvia.com
Please include:
- your order number
- a description of the issue
- photos or videos showing the problem, if possible
In this case, return shipping costs are not your responsibility, and the 30-day guarantee conditions in Section 1 do not apply — we'll take care of it directly.
Any warranty rights you have under the laws of your own country or state remain fully applicable and are not limited by this policy.
3. Order Returned to Sender
If your order is returned to us due to an incorrect or incomplete address provided at checkout, or because the package wasn't collected from the carrier within the required time, please contact our customer service team. We'll review the situation to determine whether we can reship the order or process a refund.
If reshipping is needed due to incorrect delivery information provided by the customer, additional shipping costs may apply.
4. Exchanges
If you'd like to exchange a product, contact our customer service team. Depending on the product, its availability, and your situation, we'll let you know whether a direct exchange is possible or whether a return followed by a new order is the best path.
5. Return Address
To ensure your request is handled properly, please do not send any product back without first contacting our customer service team. The return address and instructions will be provided once we've received your request.
6. Contact Us
For any question about a return, refund, or defective product, contact our customer service team:
contact@feelnuvia.com
To help us process your request faster, please include your order number.
