Return and Refund Policy

Return and Refund Policy

Scope and Purpose
This Return and Refund Policy applies to all purchases made through the Nuvelya website.

Contact Information
For any questions regarding returns or refunds, please contact our customer service:

Return Window
Customers worldwide have the right to cancel their purchase and return the product within 30 days of delivery, with no reason required.

How to Return a Product

  1. Notify Us: To start a return, contact support@nuvelya.com with your order number and the reason for the return.

  2. Return Authorization: Once your request is reviewed, we will provide detailed instructions and, if applicable, a prepaid shipping label.

Packaging and Shipping

  1. Pack the item securely in its original packaging with all labels and tags intact.

  2. Include the return authorization form and any supporting documents or photos.

  3. Print the return label provided in our email.

Return Costs

  • Defective or Incorrect Products: No cost to the customer. This applies if the product is defective, damaged in transit, or the wrong item was sent.

  • Change of Mind: Customers are responsible for the cost of return shipping if the item is returned for personal reasons, such as the wrong size or a change of preference.

Return and Refund Conditions

  • Change of Mind: Products can be returned within 30 days of delivery if unused, undamaged, and in the original packaging.

  • Defective Products: If you receive a defective product, contact us immediately. Nuvelya will cover the return shipping and provide a replacement or full refund.

  • Damaged Products: If your product arrives damaged, send photos within 48 hours of delivery. We will assess the situation and cover return costs if needed.

  • Incorrect Products: If you receive the wrong product, contact us and we will arrange the return and ensure the correct item is sent.

  • Product Not Delivered: If your product never arrives, contact us to open an investigation with the courier. If the product cannot be located, we will issue a full refund or replacement.

  • Order Cancellation: You may cancel your order before it ships. If the order has already shipped, follow the return procedure after receiving the item.

Policy for Damaged or Defective Goods
Contact our customer service within 48 hours of receiving a damaged or defective item. Send photos of the damage or defect. Once verified, we will provide a replacement or full refund.

Policy for Non-Damaged Goods
If you change your mind, you can return an unused, undamaged product within 30 days of delivery, in its original packaging.

Processing Timeline

  • Reporting Returns: Returns must be reported and shipped within 14 days of delivery.

  • Return Inspection: Once we receive and inspect the returned item, refunds will be processed within 7 business days. You will receive a confirmation email.

  • Refund Eligibility: Refunds are approved if the product is undamaged, unused, and in its original packaging. Defective or incorrect items are refunded after inspection.

  • Refund Processing: Approved refunds will be returned to the original payment method within 7 business days.

  • Refund Method: Refunds are issued using the same payment method used for purchase.

Exceptions
The following items are non-returnable:

  • Custom or personalized products

  • Hygiene items (e.g., socks, underwear) unless unopened and unused

Return Address
All returns should be sent to: Valter Franco Bonafe 145, Taubaté, SP, Brazil