Refund Policy
Last Updated: September 13, 2026
At NUVELLA, we want you to be satisfied with your purchase. If you are not completely satisfied with your order, please review the refund policy below.
1. Eligibility for Returns
To be eligible for a return or refund, the product must generally be:
- Unused and unopened
- In its original packaging
- In the same condition in which you received it
- Accompanied by valid order information
Because our products include cosmetics, skincare, haircare, and other personal care items, opened or used products may not be eligible for return for hygiene and safety reasons.
2. Damaged or Incorrect Products
If you receive a product that is damaged, defective, or different from what you ordered, please contact us as soon as possible after delivery.
Please provide:
- Your order number
- A description of the issue
- Clear photos or videos showing the product and packaging, when applicable
After reviewing the issue, we may offer a replacement, refund, or another appropriate solution.
3. Change of Mind
If you simply change your mind after receiving your order, the product may only be eligible for return if it meets our return conditions and has not been opened or used.
Any applicable return shipping costs may be the customer's responsibility.
4. Non-Returnable Items
For hygiene and safety reasons, opened or used personal care products may not be accepted for return.
Products that have been damaged after delivery due to misuse, improper storage, or normal use may also not qualify for a refund.
5. Refund Process
Once an eligible return has been received and inspected, we will determine whether the refund is approved.
If approved, the refund will be processed through the applicable payment method.
The time required for the refund to appear in your account may depend on your payment provider or financial institution.
6. Shipping Fees
Original shipping charges may not be refundable unless the refund is due to an error on our part, such as sending an incorrect or damaged product.
Return shipping costs may also apply depending on the reason for the return.
7. Cancellation
If you need to cancel an order, please contact us as soon as possible.
Once an order has been processed or shipped, cancellation may no longer be possible. In such cases, the order may need to follow the applicable return procedure.
8. Contact Us
For refund, return, or replacement requests, please contact us:
Email: deividsdeivids13@gmail.com
Please include your order number and relevant details so we can assist you more efficiently.