Refund policy – Nuvelo
Nuvelo
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Nuvelo

Refund policy

RETURN & REFUND POLICY — NUVELO

IMPORTANT INFORMATION Please read this policy carefully before submitting a return request. We do our best to support all customers, but returns can only be accepted under the conditions outlined below. Exceptions may be made only in cases of manufacturing defects or shipping errors.

RETURNS: ELIGIBILITY & TIMEFRAME Return Window You have 30 days from the date your order is delivered to request a return. Unfortunately, we are unable to offer refunds or exchanges after this period. Condition of Returned Items To qualify for a return, items must be:

  • unused and unworn
  • free from odors or signs of wear
  • in their original packaging with all labels attached For items where hygiene is important, we ask that the product is clean before initiating a return request.

NON-RETURNABLE ITEMS For hygiene and safety reasons, the following categories cannot be returned:

  • underwear
  • lingerie
  • worn or washed items
  • items returned without tags or original packaging

DAMAGE DUE TO PERSONAL USE We are not responsible for damage caused by improper use, negligence or wear and tear. Only issues resulting from a manufacturing defect fall under our exception policy.

HOW TO START A RETURN To request a return, email our support team at: 📩 service@nuvelofashion.com Please include:

  1. Your order number
  2. The reason for your return
  3. A photo of the item (required if damaged or incorrect)
  4. Your full contact information Returns without complete information may experience processing delays.

REFUNDS Processing Your Return Once your return arrives at our facility and is inspected, you will receive an email confirming:

  • approval or rejection of your refund
  • next steps if applicable Refund Timeline Approved refunds are processed within 30 days and issued to your original method of payment. Missing or Delayed Refunds If you have not received your refund after 30 days:
  1. Check your bank or card account again
  2. Contact your payment provider
  3. If the issue remains unresolved, email us at service@nuvelofashion.com

RETURN SHIPPING COSTS Return shipping costs are the responsibility of the customer. Please note:

  • We recommend using a trackable shipping method
  • We cannot refund returns that are lost in transit
  • Returns are processed internationally
  • Shipping costs typically start at $25 (customer pays) The return address will be provided once your return request is approved.

REFUSED DELIVERIES If a shipment is refused at delivery, the package is often not returned to our warehouse and may be lost in transit. For this reason, we are unable to issue a refund for any order refused at delivery.

DEFECTIVE OR INCORRECT ITEMS If you receive an item that is defective or incorrect:

  • we will replace the item at no cost to you
  • if the issue occurs again on the replacement shipment, you will receive a full refund Please contact us within 7 days of delivery for faster resolution.

ORDER CANCELLATION Because orders are processed automatically, we cannot guarantee cancellation after 30 minutes of placing your order. If cancellation is no longer possible, the order will need to be returned once delivered.

QUESTIONS? Our team is here to help. For any questions or additional support, contact us at: 📩 service@nuvelofashion.com