Política de reembolso
Refund and Return Policy
If something is not right, we will fix it. Here is exactly how.
Return window
You have 30 days from the delivery date to request a return. To be eligible, the item must be unused, in the same condition you received it, and in its original packaging.
How to start a return
Email support@nuvelan.com with your order number and the reason for the return. We will reply with return instructions and the correct return address within 2 business days.
Do not send items back before contacting us. Returns sent without prior authorization cannot be processed or refunded.
Who pays return shipping
- Defective, damaged, or incorrect item: we cover all return shipping costs, and you get a full refund or a free replacement, your choice.
- Change of mind: the customer covers return shipping.
Damaged or wrong items
Inspect your order on arrival. If the item is defective, damaged, or not what you ordered, contact us within 7 days of delivery with photos of the problem and the packaging. We will resolve it immediately without requiring a return in most cases.
Refunds
Once your return is received and inspected, we will notify you of the outcome. Approved refunds are issued to your original payment method within 5–10 business days. Depending on your bank or card issuer, it may take additional time to appear on your statement.
Original shipping costs are non-refundable except where the return is our fault.
Order cancellations
You can cancel an order for a full refund any time before it ships, usually within the first 24 hours. Once an order has shipped it cannot be cancelled, but you can still return it under the terms above.
Items that cannot be returned
- Products marked as final sale or clearance
- Gift cards
- Items damaged through misuse after delivery
- Personal care items where the seal has been broken, for hygiene reasons
If anything here is unclear, just ask: support@nuvelan.com.