Refund policy
Returns & Refund Policy
Last updated: October 4, 2026
At Nuvellie, we want you to be happy with your purchase. If you are not completely satisfied with your order, please contact our customer support team and we will do our best to assist you.
Returns
We accept eligible returns in accordance with applicable consumer protection laws.
If you wish to return an item because you have changed your mind, please contact us within the applicable return period after receiving your order.
To be eligible for a return, the item should be:
- Unused and in its original condition
- Free from damage, stains, marks, odours or visible signs of use
- Returned with all original accessories, components and packaging where applicable
- Securely packaged to prevent damage during the return shipment
Items that have been excessively handled or used beyond what is reasonably necessary to inspect the product may be subject to a reduction in the refund amount where permitted by law.
Change of Mind
If you are returning an item simply because you have changed your mind, return shipping costs may be the responsibility of the customer, where permitted by applicable law.
For customers purchasing online in the UK, statutory cancellation rights may apply. These rights generally allow eligible consumers to cancel an online purchase within 14 days of receiving the goods.
Nothing in this policy affects your statutory consumer rights.
Damaged, Defective or Incorrect Items
If your order arrives damaged, defective, or you receive an incorrect item, please contact us as soon as possible.
When contacting us, please provide:
- Your order number
- A description of the issue
- Clear photographs of the product
- Photographs of the packaging if it arrived damaged
- A video where necessary to demonstrate the issue
After reviewing the information provided, we may offer a replacement, repair, partial refund or full refund depending on the circumstances and your applicable consumer rights.
If the item is confirmed to be defective, damaged or incorrect, Nuvellie will cover reasonable return costs where required by law.
Refunds
Once your returned item has been received and inspected, we will notify you whether your refund has been approved.
If approved, the refund will be issued to the original payment method used to place the order.
Please allow your bank or payment provider additional processing time for the refund to appear in your account.
Where a refund is required under applicable consumer law, it will be processed within the applicable legal timeframe.
Non-Returnable Items
Certain products may not be eligible for cancellation or return where an applicable legal exception applies, including sealed products that are not suitable for return for health or hygiene reasons once unsealed.
Any such exception will only apply where permitted by applicable law.
How to Request a Return
Please contact Nuvellie Customer Support before sending any item back.
Email us at:
Please include your:
Order Number:
Full Name:
Reason for Return:
Photos/Videos: if applicable
Do not send your order back before receiving return instructions from our customer support team.
We will provide you with the appropriate return address and instructions once your request has been reviewed.
Return Shipping
Customers are responsible for return shipping costs for change-of-mind returns where permitted by law.
If the product is defective, damaged or incorrect, Nuvellie will handle return shipping in accordance with applicable consumer protection laws.
We recommend using a tracked shipping service when returning an item, as Nuvellie cannot be responsible for returns that are lost or damaged in transit when the customer is responsible for arranging the return.
Contact Us
If you have any questions regarding our Returns & Refund Policy, please contact us:
Nuvellie Customer Support
Email: infonuvellie@gmail.com
We aim to respond to customer enquiries as quickly as possible.
Nuvellie reserves the right to update this policy from time to time. Any changes will be posted on this page.
This policy does not limit or exclude any consumer rights that cannot legally be excluded.