Refund policy

Nuviela Return & Refund Policy

Thank you for shopping with Nuviela! We are committed to providing you with high-quality skincare products and a satisfying shopping experience. If for any reason you are not completely happy with your purchase, we're here to help.

Returns

  • Eligibility: You may return your product within 30 days of receiving your order for a full refund or exchange, provided that the item is unused, in its original packaging, and in the same condition as when you received it.
  • Non-returnable items: We cannot accept returns for products that are opened, used, or damaged. Additionally, gift cards and certain health and personal care products cannot be returned.
  • How to initiate a return: Please contact our customer service team through our website’s contact page with your order number and reason for the return. We will guide you through the return process and issue you a return authorization if applicable.

Refunds

  • Processing: Once your return is received and inspected, we will notify you of the approval or rejection of your refund via email. If your return is approved, your refund will be processed to your original payment method within 5-10 business days.
  • Partial refunds: In some cases, only partial refunds are granted (if applicable) – for example, products with obvious signs of use or damage.
  • Late or missing refunds: If you haven't received your refund yet, please check your bank or credit card statement. If it's still not showing, please contact your payment provider, as there may be processing delays.

Exchanges

If you received a defective or damaged item, or if you want to exchange an item for another color, size, or model, please reach out to us directly. We are happy to assist you with exchanges for products that meet the criteria above.

Shipping Costs

  • Return shipping: Customers are responsible for paying the shipping costs associated with returning items. Shipping costs are non-refundable.
  • Free returns: If your product was defective, damaged during shipping, or an incorrect item was sent, we will cover the return shipping costs.