Return and Refund Policy

1. Cancelling an order that hasn't shipped

Orders ship within 1 to 2 working days, and cancelling is free up to that point. Email us the order number with the word "Cancel". You'll get an email confirmation and a refund of the full amount paid, delivery cost included.

A parcel that has shipped can't be stopped. Wait for delivery, then return it (section 2).

2. 30 days to change your mind

If a product doesn't suit you, whatever the reason, you can send it back within 30 days of the day it was delivered.

If the page you ordered from promised a longer guarantee, such as 60 or 90 days, that longer guarantee covers your order.

For a full refund, the product should be:

• unused and in the condition in which you received it. Naturally you can open the box and handle the product as you would in a shop;
• in its original packaging where possible, with every part and accessory.

If a product comes back used, damaged or incomplete, we may lower the refund to reflect the value it has lost. We always tell you first.

3. Non-returnable products

• Supplements, cosmetics and other sealed products once opened after delivery (hygiene reasons), except where faulty. Where the order page offered a money-back guarantee covering opened products, that guarantee applies as written on that page.
• Personalised and made-to-order products, except where faulty.

Your rights regarding faulty, damaged or misdescribed products are unaffected (section 6).

4. How to return a product

1. Write to us within 30 days of delivery with your order number, the product you'd like to return and the reason. If something is wrong with it, a photo helps.
2. We answer within 1 working day with your options and, if you're sending the product back, the return address that matches your order and the easiest way to send it.
3. Use a tracked service and hold on to your proof of postage until your refund arrives.
4. Email us the tracking number. We refund you within 5 working days of receiving the parcel.

Depending on the problem, we may have a quicker fix than a return, a replacement for example. We always explain your options first.

5. Return shipping costs

• Change of mind: return shipping is at your expense. The return address may be abroad for some products, so request it before deciding. We'll also point you to the cheapest tracked service.
• Faulty, damaged or incorrect product: no cost for you. You get a prepaid label or a postage refund, or we confirm that no return is needed.

6. Faulty, damaged or wrong products

If your product arrives damaged, doesn't work or isn't what you ordered, write to us with your order number and a photo. We'll send a replacement at no cost or refund you in full, delivery included.

If a fault shows up later, write to us as well. Your legal rights last far longer than 30 days (section 9).

7. Refunds

• Destination. The card or payment method used on the order, in every case. Refunds to another card or account aren't possible.
• Our timing. The refund is issued within 5 working days of your return reaching us, or of our agreeing to refund without a return. An email confirms it.
• Your bank's timing. Allow a further 5 to 10 working days for the refund to appear on your statement, listed as nuvaneo.com, the name used for the payment.
• Multiple payments. An order billed in several payments (add-on accepted after checkout, for example) is refunded in the same number of refunds.
• Delivery cost. Cancel within 14 days of delivery and return the complete order, and the standard delivery cost is refunded too. Later change-of-mind returns don't include it. With a faulty, damaged or incorrect product, the refund covers everything.
• Nothing after 10 working days? Ask your bank first. Then contact us for the refund reference, which your bank can use to trace it.

8. Exchanges

Would you rather have a different product or a different quantity? Say so when you write to us. We'll organise both the return and the new order.

9. Legal rights

Your legal rights come first. This policy adds to them and can't reduce them.

United Kingdom and European Union

The law lets you cancel an online order within 14 days of delivery without giving a reason. To do so, send us any clear statement, for example an email saying "I want to cancel order number 48213", along with your name and address. Our 30-day policy is more generous and includes this right.

If a product is faulty or not as described, you are also covered by the Consumer Rights Act 2015 in the UK and by the 2-year legal guarantee of conformity in the EU.

Australia

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

United States and Canada

You keep every right granted by the consumer laws of your state or province. If we can't send your order within the time we stated, we tell you and you can cancel for a full refund.

10. Contact

Email contact@nuvaneo.com or go through the contact page, quoting your order number. You'll get a reply from the team within 1 working day, Monday to Friday.

Vyntro Limited is the company behind Nuvaneo. Company information is given in the Terms and Conditions.