Return and Refund Policy

1. Cancelling before dispatch

You can cancel an order free of charge at any time before it is dispatched, which happens within 1 to 2 working days of your order. Contact us with your order number and the word "Cancel". We confirm by email and refund the full amount, including delivery.

If the parcel has already left, we can't stop it, but you can return it once it arrives (section 2).

2. 30 days to change your mind

If you're not happy with a product, for any reason, you can return it within 30 days of the day it was delivered.

If the page you ordered from offered a longer guarantee, for example 60 or 90 days, that longer guarantee applies to your order.

To be refunded in full, the product should be:

• unused and in the same condition as when you received it. You can of course open the box and handle the product as you would in a shop;
• in its original packaging where possible, with all its parts and accessories.

If a product comes back used, damaged or incomplete, we may reduce the refund to reflect its loss of value. We always tell you before we do.

3. Products that can't be returned

• Supplements, cosmetics and other sealed products that were opened after delivery can't be returned for hygiene reasons, unless they are faulty. If the page you ordered from included a money-back guarantee on opened products, that guarantee applies as written on that page.
• Personalised or made-to-order products, unless they are faulty.

This doesn't affect your rights if a product is faulty, damaged or not as described (section 6).

4. How to return a product

1. Contact us within 30 days of delivery with your order number, the product you want to return and the reason. A photo helps if something is wrong with it.
2. We reply within 1 working day with your options and, if you're returning the product, the return address for your order and the simplest way to send it.
3. Send the parcel with a tracked service and keep your proof of postage until you've been refunded.
4. Email us the tracking number. We refund you within 5 working days of receiving the parcel.

Depending on the problem, we may be able to offer a quicker solution than a return, such as a replacement. We always explain your options first.

5. Who pays for the return

• Change of mind: you pay the cost of sending the product back. Depending on the product, the return address can be in another country, so ask us for it before you decide. We'll tell you the address and the most economical tracked service.
• Faulty, damaged or wrong product: you pay nothing. We send you a prepaid label, refund your postage, or tell you that you don't need to send the product back at all.

6. Faulty, damaged or wrong products

If your product arrives damaged, doesn't work, or isn't what you ordered, contact us with your order number and a photo. We send a replacement free of charge or refund you in full, including delivery.

If a fault appears later, contact us too. Your legal rights last much longer than 30 days (section 9).

7. Refunds

• Where the money goes. Refunds are always made to the card or payment method used for the order. We can't refund to a different card or account.
• When we refund. We issue the refund within 5 working days of receiving your return, or of agreeing a refund without a return. We email you when it's done.
• When you see it. Your bank then takes 5 to 10 working days to show the refund on your statement. It appears under the same name as the payment: nuvaneo.com.
• Several payments. If your order was charged as several payments, for example because you accepted an extra item after checkout, it is refunded as several refunds.
• Delivery charge. If you cancel within 14 days of delivery and return your whole order, we also refund the standard delivery charge you paid. For later change-of-mind returns, the delivery charge isn't refunded. For faulty, damaged or wrong products, we refund everything.
• No refund after 10 working days? Check with your bank first, then contact us and we'll send you the refund reference to give them.

8. Exchanges

Want a different product or a different quantity instead? Tell us when you contact us. We arrange the return and the new order for you.

9. Your legal rights

This policy comes on top of your legal rights and never reduces them.

United Kingdom and European Union

You have the legal right to cancel an online order within 14 days of delivery without giving a reason. To use it, send us any clear statement, for example an email saying "I want to cancel order number 84213", 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 protected 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 all the rights given to you by the consumer laws of your state or province. If we can't dispatch your order within the time we stated, we tell you and you can cancel for a full refund.

10. Contact us

Write to contact@nuvaneo.com or use our contact page, with your order number. A member of the team answers within 1 working day, Monday to Friday.

Nuvaneo is operated by Vyntro Limited. Company details are in our Terms and Conditions.