Refund policy

REFUND POLICY

Last updated: December 2025

At Nuviita, your satisfaction matters to us. We stand behind the quality of our products and offer a 30-day money-back guarantee, subject to the terms below.

1. 30-DAY MONEY-BACK GUARANTEE

If you are not completely satisfied with your purchase, you may request a return within 30 days of receiving your order.

To initiate a return, please email:
📧 support@nuviita.co.uk

Please include:

Your order number
Your full name
The reason for the return (this helps us improve our products and service)

2. RETURN CONDITIONS

Customers are responsible for return postage costs, unless the item is faulty, damaged, or incorrect
Returned items must be sent back following our return instructions
Please keep proof of postage until your refund has been confirmed
Returns without prior authorisation may not be accepted

Once your return is received and approved, you will receive a confirmation email.

3. REFUNDS

Approved refunds are processed within 3–5 business days of receiving the return
Refunds are issued to the original payment method only
Please note: banks and card providers may take additional time to clear funds
Nuviita cannot control bank processing times once a refund has been issued

4. DAMAGED, DEFECTIVE OR INCORRECT ITEMS

If your order arrives damaged, defective, or incorrect, please contact us as soon as possible.

In these cases:

We will cover all return costs
We will arrange a replacement or refund, as appropriate

Please include photos where possible to help us resolve the issue quickly.

5. DELIVERED PARCELS & PROOF OF DELIVERY

If a parcel is marked as delivered by the UK courier and:

GPS delivery coordinates match the delivery address, and
There is valid proof of delivery (e.g. delivery photo or signature),

Nuviita cannot be held responsible for missing parcels.

We will always assist by opening an investigation with the courier; however, we are not obligated to issue a refund or replacement unless the courier confirms:

The parcel was lost, or
The parcel was delivered to the wrong location

6. MISSING PARCELS & COURIER INVESTIGATIONS

If a parcel is reported missing:

We will open an official investigation with the courier
Refunds or replacements will only be issued after UK courier confirmation of loss or misdelivery

7. INCORRECT, REFUSED OR UNCLAIMED DELIVERIES

If a parcel is returned to us due to:

An incorrect or incomplete address
Failed delivery attempts
Refusal to accept delivery

A refund will be issued minus the original shipping cost, once the item is received back.

If you request reshipment, a new shipping fee will apply.

8. INTERNATIONAL ORDERS & CUSTOMS RETURNS

For international orders:

Import duties, taxes, and customs fees are the customer’s responsibility

If these charges are unpaid and the parcel is returned:

A refund will be issued once the item is received
Original shipping costs will be deducted

Refunds are processed only after physical return of the parcel.

⚠️ In some cases, customs authorities may destroy or reject shipments without returning them. In such cases, refunds cannot be guaranteed.

We strongly recommend checking your country’s import regulations before ordering.

9. EXCHANGES

We do not offer direct exchanges.

If you would like a different product:

Return the original item (if eligible)
Place a new order separately

This ensures the fastest processing.

10. EUROPEAN UNION – 14-DAY COOLING-OFF PERIOD

If your order is delivered within the European Union, you have the legal right to cancel or return it within 14 days for any reason.

Please contact us before returning your item. Once received, your refund will be processed promptly.

11. CHARGEBACKS & FRAUD PREVENTION

Nuviita reserves the right to dispute chargeback claims that contradict:

Courier delivery confirmation
GPS delivery data
Proof of delivery

Submitting false or fraudulent claims may result in:

Denial of future refunds
Cancellation of future orders
Possible legal action

12. ADDITIONAL NOTES

Refunds are issued only to the original payment method
In cases where products are mostly consumed but returned within 30 days, Nuviita may, at its discretion, issue a partial refund
Customers who repeatedly return items or misuse this policy may be restricted from future purchases or refunds

We aim to be fair and flexible, but excessive or abusive returns may not qualify under the money-back guarantee.

13. CONTACT US

For any return or refund queries, please contact:

📧 support@nuviita.co.uk

We’re always happy to help.