Refund policy
RETURN & REFUND POLICY
At Nuvelo, customer satisfaction is our priority. If you are not completely satisfied with your purchase, we are here to help.
60-Day Return Policy
We offer a 60-day return policy from the date your order is delivered.
Returns are accepted under specific conditions outlined below.
Eligibility for Returns
To qualify for a return and refund, the following conditions must be met:
- The item must be defective, damaged, or faulty upon arrival.
- The return request must be submitted within 60 days of delivery.
- The product must not show signs of misuse, intentional damage, or improper handling.
- Proof of purchase and photographic evidence of the issue may be required.
Please note that we reserve the right to refuse returns that do not meet these conditions.
Defective or Damaged Products
If you receive a defective or damaged product, Nuvelo will cover all return shipping costs.
Once we confirm the issue, we will provide instructions for the return process and arrange the appropriate solution, which may include:
- A full refund
- A replacement product
- Store credit (where applicable)
To report a defective item, please contact us at:
Please include:
- Your order number
- A description of the issue
- Clear photos or videos showing the defect
Non-Returnable Items
We do not accept returns for:
- Products damaged through normal wear and tear
- Items damaged through misuse or improper handling
- Products returned beyond the 60-day return window
- Items returned without prior contact with our support team
Refund Process
Once your return has been received and inspected, we will notify you regarding the approval or rejection of your refund.
If approved, your refund will be processed back to your original payment method within 5–10 business days, depending on your bank or payment provider.
Late or Missing Refunds
If you have not received your refund after the stated timeframe, we recommend:
- Checking your bank account again.
- Contacting your credit card provider.
- Contacting your bank, as processing times may vary.
If you still have not received your refund, please contact us at:
Exchanges
We only replace items if they are defective or damaged.
If you require an exchange, please contact our support team before returning the product.
Contact Information
For any questions regarding returns, refunds, or exchanges, please contact:
Nuvelo Support
Email: nuvelo.support@ensignnaa.com