At Nouvera, customer satisfaction is our top priority. Please review our policy below regarding returns, refunds, cancellations, and exchanges.
1. Returns & Eligibility
Our return policy lasts 60 days from the date you receive your product. If 60 days have passed since delivery, we unfortunately cannot offer a refund or exchange.
- Defective Products: In general, refunds are only issued for products with verified functional defects. Items must be returned in their original packaging.
- Change of Mind: We do not offer refunds for simple changes of mind. Special consideration may be given under exceptional circumstances at our discretion, provided valid proof of purchase is supplied.
- Proof of Purchase: A receipt or proof of purchase is required to complete any return.
Non-Returnable Items
The following items cannot be returned:
- Gift cards
- Custom-made or personalized products
- Downloadable software products
- Intimate or sanitary goods, perishable items (e.g., food, flowers, magazines), and hazardous or flammable materials
- Select health and personal care items
To initiate a return, please contact us at [email protected].
2. Order Cancellations
Cancellations are only accepted for full-priced items within 60 minutes of placing your order.
Because we process orders rapidly, cancellations are extremely time-sensitive. If you need to cancel, please email us immediately at [email protected].
3. Refunds Process
Once your returned item is received and inspected, we will send you an email notification confirming receipt and detailing the approval or rejection of your refund.
If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within a standard billing cycle. Refunds are finalized only after the returned item is received and all policy conditions are met.
Late or Missing Refunds
If you have not received your refund after approval:
- Re-check your bank account or balance statement.
- Contact your credit card company; it may take several business days for the refund to officially post.
- Contact your bank to check for standard processing delays.
- If you have completed these steps and still have not received your refund, please contact us at [email protected].
4. Exchanges
We only replace items if they are defective or damaged. If you need to exchange an item for the same product, send an email to [email protected].
5. Shipping & Return Logistics
- Shipping Costs: You are responsible for paying your own shipping costs when returning an item. Shipping costs are non-refundable. If you receive a refund, the cost of original or return shipping will be deducted from your total.
- Delivery Times: Depending on your location, the time it takes for an exchanged product to reach you may vary.
- Tracking & Insurance: If you are shipping an item valued over $10, we strongly recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.