Refund policy

REFUND POLICY

Last updated: July 2026

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. This policy is offered in addition to, and does not affect, your statutory rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

1. YOUR STATUTORY RIGHT TO CANCEL (UK)

If you are a consumer in the United Kingdom, you have the legal right to cancel your order within 14 days of receiving it, without giving a reason, under the Consumer Contracts Regulations 2013.

To cancel, please email us at support@nuviita.co.uk within 14 days of delivery. You will then have a further 14 days to return the goods.

Please note: this statutory right does not apply once a hygiene-sealed product (such as our sachets, gummies, or capsules) has been opened or has had its seal broken, unless the product is faulty, damaged, or incorrect. This exclusion is permitted under Regulation 28(1)(f) of the Consumer Contracts Regulations 2013, for health and hygiene reasons.

2. OUR 30-DAY MONEY-BACK GUARANTEE

On top of your statutory rights, we offer a 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, even if the product has been opened, subject to the return conditions below.

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)

3. 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.

4. 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

5. DAMAGED, DEFECTIVE OR INCORRECT ITEMS

If your order arrives damaged, defective, or incorrect, please contact us as soon as possible. This does not affect your statutory rights under the Consumer Rights Act 2015.

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.

6. 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

7. 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

8. 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.

9. 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.

10. EUROPEAN UNION CUSTOMERS – 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, under applicable EU distance selling law. The same hygiene-seal exclusion described in Section 1 applies to opened products, unless faulty.

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

11. 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.

12. 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

13. 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. Nothing in this section affects your statutory right to cancel under Section 1.

14. CONTACT US

For any return or refund queries, please contact:

📧 support@nuviita.co.uk

We're always happy to help.