Refund policy

14-day return policy

We want you to be satisfied with your purchase! That's why we offer a 14-day return policy. This means that you have 14 days after receiving your item to request a return.

Requirements for a return:

  • The item must be unused and in its original condition.
  • The goods should be in their original packaging
  • You have a receipt or other proof of purchase

How do I request a return?

Please register your return via our return portal and follow the instructions there. Simply enter your order number and the email address you used when placing your order.

What happens after I request a return?

Once we receive your request, we will contact you. If we need further information, we will get back to you. Our customer service team is available Monday through Friday and usually responds within 24 hours. Requests received on weekends will be processed on the following Monday.

If your return is accepted, we will send you instructions on how and where to send the package. Returns should be sent to our warehouse in Germany. We will provide you with the address after approval. Items that are returned to us without a prior return request will not be accepted.

Return shipping costs

We will only cover the return shipping costs if:

  • We sent you the wrong item.
  • The item is defective or damaged.

In all other cases (e.g., wrong model ordered or change of mind), the customer is responsible for the return shipping costs. If you choose to return your order without insurance or tracking, please keep the proof of shipment. We are not liable for lost returns.

Damage and problems

Please check your order immediately upon receipt. If your item is damaged, defective, or you have received the wrong item, please notify us via our return portal within 14 days. You will then have the choice between a full refund or a free replacement item.

Exceptions

Custom-made products (e.g., with engraving, name printing, special designs) are excluded from the right of withdrawal.
These items are marked accordingly in the product description.
Gift vouchers are also excluded from exchange.

Refunds

We will notify you once we have received and inspected your return, and let you know whether or not the refund has been approved. If approved, you will receive an automatic refund to your original payment method within 7 business days. Please remember that it may take some time for your bank or credit card company to process and post the refund.
If more than 14 business days have passed since we approved your return, please contact us via our contact form.

Exchanges

Returning the item you received is the fastest way to get the item you want. If the return is accepted, you can purchase the new item in a separate purchase.

Cancellations

You can cancel orders through our return portal as long as they have not yet been shipped. If your order has already been shipped, you must wait for the delivery and then return it to receive a refund. Please contact us if you wish to make changes to your order.

If you have any questions or comments, you can contact us at any time via our contact form or at support@nuvoa.de.