Return and Refund Policy
RETURNS AND REFUNDS
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Our return policy lasts 30 days. If more than 30 days have passed since your purchase, we are unfortunately unable to offer a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition as when you received it. It must also be in its original packaging.
Certain types of goods cannot be returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept intimate or sanitary products, hazardous materials or substances, or flammable liquids or gases. Sale items cannot be returned, exchanged or refunded.
Other non-returnable items:
* Gift cards
* Downloadable software
* Certain health and personal care products
To complete your return, we require a receipt or proof of purchase. Please do not send your purchase back to the manufacturer.
In certain cases, only partial refunds may be granted (where applicable):
* Books showing obvious signs of use
* CDs, DVDs, VHS tapes, software, video games, audio cassettes or vinyl records that have been opened.
* Any item not in its original condition, that is damaged or has missing parts for a reason not due to an error on our part.
* Any item returned more than 30 days after delivery
Refunds (where applicable)
Return shipping costs are the responsibility of the buyer. Returns must be made within 30 days of the purchase date.
All returns must be requested by email or via our contact form, so that we can provide you with the correct procedure. We do not process returns at the same location from which we dispatch orders — any returns sent to the address on the parcel will unfortunately not be processed.
To be eligible for a return, your item must be unused and in the same condition as when you received it. It must also be in its original packaging, with all accessories, protective materials and inserts included upon receipt.
Returns are processed via our approved courier partner. The cost is generally £12.99.
Once your return has been received and inspected, we will send you an email to confirm that we have received the returned item. We will also let you know whether your refund has been approved or declined.
If approved, your full refund will be processed and your credit card or original payment method will be automatically credited within 7 business days.
Please note: Our 30-day money-back guarantee applies to orders shipped within the United Kingdom.
We reserve the right to refuse a return if it does not meet all conditions or exceeds the legal return period.
Late or missing refunds (where applicable)
If you have not yet received a refund, please first check your bank account.
Then contact your credit card company, as it may take some time for your refund to be officially posted.
Next, contact your bank. There is often a processing period before a refund is displayed.
If you have completed all of these steps and still have not received your refund, please contact us at: contact@my-nuvea.com.
Shipping costs are non-refundable.
Sale or promotional items (where applicable)
Only full-price items are eligible for a refund. Sale items, promotional items, or items purchased with a discount code are not eligible for a return, refund or exchange.
Exchanges (where applicable)
We only replace items that are defective or damaged upon arrival. If you need to replace your item with the same product, please email us within 48 hours of receiving your order at contact@my-nuvea.com.
Items purchased with a special discount or promotional code are not eligible for exchanges.
Product exchanges are free (replacement product provided at no charge), however a fee of £9.90 will be charged to cover shipping costs.
All exchanges will incur a £9.90 shipping fee per item.
The same applies to any parcel marked as delivered but lost by the delivery service.
We offer this exchange method once only. If the customer orders the wrong size on their replacement, they will need to place a new order at their own expense if they wish for another exchange.
Digital items are non-cancellable and non-refundable.
Defects
You have 48 hours after receiving your item to report any defect. Beyond this period, a shipping fee of £9.90 will apply for sending a replacement item.
Gifts
If the item was marked as a gift at the time of purchase and was shipped directly to you, you will receive a gift credit equal to the value of the returned item. Once the returned item has been received, a gift voucher will be sent to you by post.
If the item was not marked as a gift at the time of purchase, or if the gift giver had the order shipped to themselves to give to you later, we will send the refund to the gift giver and they will be informed that you have returned their gift.
Shipping
To return your product, please contact us by email first.
Return shipping costs are your responsibility and are non-refundable. If you receive a refund, the cost of return shipping will be deducted from it.
Depending on where you live, delivery times for your exchanged product may vary.
If you are shipping an item worth more than £75, we recommend using a tracked shipping service or purchasing shipping insurance. We do not guarantee that we will receive the returned item.