Refund Policy
At Nuvex Shop, customer satisfaction is very important to us. We want you to feel confident when shopping with us and to have a smooth experience from order to delivery.
Please read our Refund Policy carefully before placing your order.
1. Return Window
You may request a return within 14 days of receiving your order.
To be eligible for a return, your item must be unused, in the same condition that you received it, and in its original packaging.
For hygiene and safety reasons, we cannot accept returns for items that have been used, damaged after delivery, washed, opened, or are no longer in their original condition.
2. Return Eligibility
To be eligible for a return, your item must meet the following conditions:
The item must be unused
The item must be in its original packaging
The item must be in the same condition as when received
The return request must be made within 14 days of delivery
Proof of purchase must be provided
If your return does not meet these conditions, we may refuse the return.
3. Non-Returnable Items
Certain items cannot be returned for hygiene, safety, or quality reasons.
Non-returnable items may include:
Used pet products
Opened or damaged products
Items with visible signs of use
Items not returned in their original packaging
Gift cards
Final sale items
Personalized or customized items
If you are unsure whether your item is eligible for return, please contact us at [support@nuvexshop.com].
4. How to Request a Return
To request a return, please contact us at [support@nuvexshop.com] with the following information:
Your full name
Your order number
The email address used for the order
The reason for the return
Photos of the item, if applicable
Once your request is reviewed, we will contact you with further instructions.
Please do not send your item back before receiving return instructions from our customer support team.
5. Return Shipping Costs
Customers are responsible for return shipping costs unless the item received was defective, damaged, or incorrect.
Original shipping fees, if applicable, are non-refundable.
We recommend using a tracked shipping service for your return. Nuvex Shop is not responsible for returned items that are lost, delayed, or damaged during return shipping.
6. Refund Processing
Once we receive and inspect your returned item, we will notify you by email whether your refund has been approved or refused.
If your refund is approved, it will be processed to your original payment method.
Please allow 5 to 10 business days for the refund to appear on your bank statement, depending on your payment provider.
7. Damaged or Defective Items
If your item arrives damaged or defective, please contact us within 48 hours of delivery.
To help us review your request, please include:
Your order number
Photos of the damaged or defective item
Photos of the packaging
A short description of the issue
If your claim is approved, we may offer a replacement, store credit, or refund depending on the situation.
8. Incorrect Items
If you received the wrong item, please contact us as soon as possible at [support@nuvexshop.com].
Please include your order number and photos of the item received. Once reviewed, we will provide a suitable solution.
9. Lost or Missing Packages
If your tracking information shows that your package was delivered but you have not received it, please first check your mailbox, delivery area, building reception, or with neighbors.
If the package still cannot be found, please contact the shipping carrier for more information.
You can also contact us at [support@nuvexshop.com], and we will do our best to assist you.
Nuvex Shop is not responsible for packages marked as delivered by the carrier, but we will always try to help you find the best possible solution.
10. Order Cancellations
If you wish to cancel your order, please contact us as quickly as possible at [support@nuvexshop.com].
We can only cancel an order if it has not yet been processed or shipped.
Once an order has been processed or shipped, it can no longer be cancelled and may need to be handled as a return after delivery.
11. Exchanges
We currently do not offer direct exchanges.
If you would like a different item, size, or variant, you may request a return if your item is eligible, then place a new order on our website.
12. Sale Items
Sale items may be refundable only if they meet our return conditions.
Final sale items are not eligible for return, refund, or exchange unless they arrive damaged, defective, or incorrect.
13. Contact Us
If you have any questions about returns, refunds, or order issues, please contact us at:
Nuvex Shop
Email: [support@nuvexshop.com]
Last updated: [Month Day, Year]