Shop with Confidence – Refund & Return Policy

1. Refund Overview

At Nuvelliana, customer satisfaction is at the core of our service. If your order does not meet expectations, you may request a refund in accordance with the conditions below. Our process is designed to remain clear, fair, and straightforward for every customer.

1.1 Return Eligibility

• Items must be returned unused, undamaged, and in original packaging with all included components.
• Refund requests must be submitted within 30 days of delivery confirmation.
• A valid proof of purchase is required for all return requests.
• All returned items must include tracking information.

1.2 Non-Refundable Items

• Opened or used consumable products.
• Digital downloads, gift cards, or virtual goods.
• Personalized or custom-made items.
• Products marked as Final Sale.
• Items damaged due to misuse or improper handling.

1.3 Processing Time

Once returned items are received, they are inspected to confirm eligibility. Approved refunds are processed within 7–10 business days. Refunds are issued to the original payment method, and confirmation is sent via email. Processing time may vary depending on your payment provider.

1.4 Shipping & Costs

• Original shipping fees are non-refundable unless the error is on our side.
• Return shipping costs are covered by the customer unless the item is defective or incorrect.
• Any applicable restocking fees will be communicated before approval.

2. Order Cancellation

We understand that circumstances may change. Cancellation requests must be submitted before the order is processed or shipped. Once an order has been dispatched, cancellation is no longer possible, but return options remain available after delivery.

2.1 Cancellation Conditions

• Requests must be submitted before order fulfillment or shipment.
• Custom or made-to-order products cannot be canceled once production begins.
• Shipped orders cannot be canceled but may be returned after delivery.

2.2 How to Cancel

To request a cancellation, please visit our Contact Us page and include your order number and email address. Our support team will review your request and guide you through the next steps.

2.3 Additional Charges

• Shipped orders will follow the standard return process.
• Return shipping fees may apply for items already in transit.

3. Exchanges & Replacements

If you receive a damaged, defective, or incorrect item, we will resolve the issue promptly. Eligible cases may qualify for a replacement at no additional cost. Please contact us within 7 days of delivery and include your order number along with clear photos of the issue.

3.1 Exchange Guidelines

• Items must be unused and returned in original packaging.
• Replacements are subject to stock availability or equivalent alternatives.
• A prepaid return label may be provided if the claim is approved.

4. Customer Support

For any questions regarding refunds, cancellations, or exchanges, our support team is ready to assist you. Please include your order number and details of your request when contacting us via our Contact Us page for faster assistance.