Terms and Conditions

1. Company information

Nuvaneo is the trading name of Vyntro Limited. When you buy from Nuvaneo, on nuvaneo.com or on any page that uses our checkout, your contract is with Vyntro Limited.

2. About these terms

These terms apply to every order placed with Nuvaneo, whether you ordered on nuvaneo.com or on one of the product pages, articles or offer pages that use our checkout. In these terms, "we", "us" and "Nuvaneo" mean Vyntro Limited, and "you" means the person placing the order.

By placing an order you confirm that you are at least 18 years old and that you accept these terms, together with our Shipping Policy, our Return and Refund Policy and our Privacy Policy, which form part of them.

Our products are sold to consumers for personal and household use, not for resale.

3. Our products

We sell products from independent makers, small brands and specialist manufacturers around the world.

• Descriptions and photos. We describe and photograph our products as accurately as we can. Many of them are made in small batches or from natural materials such as wood, wool, stone or glass, so colour, grain, pattern and size can vary slightly from the photos. That's normal and not a defect.
• Product names. The same product can be presented under a different name, collection or offer depending on the page and the country where it is sold. Your confirmation email always shows the exact product and quantity you ordered.
• Availability. Some products are made in limited quantities. If a product is no longer available after you've ordered, we email you and refund you in full.
• Wellness products and supplements. These products are not medicines. They are not intended to diagnose, treat, cure or prevent any disease, and they don't replace the advice of your doctor. Always read the label or the instructions before use, and ask your doctor first if you are pregnant, have a medical condition or take medication.

4. Prices

• Currency. Prices are shown in the currency of the checkout you use. The total, including delivery, is always shown before you pay.
• Taxes and duties. The total shown at checkout is the full amount you pay us. It includes the taxes and import duties that apply to your order, so there is nothing more to pay us on delivery.
• Bank fees. Our payments are processed internationally. Depending on your bank and your card, your bank may treat the payment as an international transaction and add its own fee or exchange rate. That fee is set and kept by your bank, not by us.
• Offers. Discounts and multi-buy offers apply for the period and the quantities shown on the page where they are presented.
• Mistakes. If we find a pricing mistake on your order, we email you before dispatch. You can then confirm the order at the correct price or cancel it for a full refund.

5. Placing an order

When you place an order, you make us an offer to buy the products in it. Within a few minutes you receive a confirmation email from Nuvaneo with your order number, what you ordered and what was charged. Please check it, especially the delivery address, and tell us straight away if something is wrong.

We accept your order when we dispatch it and send you the shipping email. Until then, you can cancel free of charge, and we can cancel too if we can't fulfil the order, for example because the product is out of stock, the payment wasn't authorised, we can't deliver to the address, we suspect fraud, or there was a pricing mistake. If we cancel, we tell you by email and refund you in full.

6. Payment

• How you can pay. We accept the major debit and credit cards and any other payment method shown at checkout. Payment is taken when you place your order.
• One-off payments only. We don't sell subscriptions or memberships. Nothing recurring is ever set up on your card, and nothing is taken later.
• Extra items. If you accept an extra item offered after checkout, such as a second unit or a matching product, each extra item is charged as a separate payment on the same day. They all belong to the same order and are listed together in your confirmation email.
• The name on your statement. Payments appear as nuvaneo.com or NUVANEO rather than under the name of the product. Some banks show our company name, Vyntro Limited, instead.
• Security. Payments are processed by certified payment providers over an encrypted connection. We never see or store your full card number.

7. Delivery

Orders are dispatched within 1 to 2 working days. Delivery times for each destination, tracking, and what happens if a parcel is late, lost or damaged are set out in our Shipping Policy.

The products are your responsibility from the moment they are delivered to the address you gave us. You own them once we have received your payment in full.

8. Changing or cancelling your order

You can change your delivery address or cancel your order free of charge at any time before dispatch. Contact us with your order number. Once your parcel has left, it can no longer be cancelled, but you can return it under section 9.

9. Returns and refunds

You have 30 days from the day of delivery to change your mind. Contact us first and we'll explain the next step. Refunds are always made to the card or payment method used for the order. The full details, including your legal right to cancel, are in our Return and Refund Policy.

10. If something is wrong with your product

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.

You also have legal rights that these terms can't take away:

• United Kingdom. The Consumer Rights Act 2015 says products must be as described, fit for purpose and of satisfactory quality.
• European Union. You benefit from the 2-year legal guarantee of conformity.
• 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.

11. Optional extras at checkout

Some checkouts offer optional extras, such as delivery protection or an extended warranty. If you add one, it appears as a separate line in your confirmation email, and what it covers is described on the checkout page. These extras come on top of your legal rights and never replace them.

12. A payment you don't recognise

If you see a payment to nuvaneo.com that you don't recognise, or if a charge looks wrong, please contact us first. We reply within 1 working day and can tell you exactly what the payment was for. If something isn't right, we refund, cancel, resend or correct it straight away. You can also check your order online at any time.

A dispute opened through your bank usually takes 6 to 10 weeks and puts your order on hold while it lasts. When a payment is disputed, we send the bank the order details, the delivery confirmation and our correspondence with you, so that it can decide fairly.

If you think your card was used without your permission, tell your bank, and tell us too so that we can stop the order.

13. Our responsibility to you

We are responsible for loss or damage you suffer that is a foreseeable result of us breaking these terms or failing to use reasonable care.

We are not responsible for business losses, since our products are sold for personal use, for delays caused by events outside our control (section 14), or for damage caused by using a product in a way its instructions warn against.

As far as the law of your country allows, our total responsibility for an order is limited to the amount you paid for it. Nothing in these terms limits our responsibility for death or personal injury caused by our negligence, for fraud, or for any right the law of your country gives you as a consumer.

14. Events outside our control

We're not responsible for delays caused by events we can't control, such as carrier strikes, customs checks, extreme weather or transport disruption. If one of these events delays your order, we tell you as soon as we can. If the delay is likely to be more than 30 days, you can cancel for a full refund.

15. Customer service and complaints

Write to contact@nuvaneo.com or use our contact page. A member of the team answers within 1 working day, Monday to Friday. If you're not satisfied with a reply, tell us in your answer and a senior member of the team will review your case.

16. Your personal data

We use your personal data to take your payment, deliver your order and answer your questions, as explained in our Privacy Policy.

17. Other important terms

• We may transfer our rights and obligations under these terms to another company, for example if the store changes hands. Your rights won't be affected.
• Each section of these terms applies separately. If a court decides that one of them is invalid, the others still apply.
• If we don't enforce a right straight away, we can still enforce it later.
• This contract is between you and us. Nobody else has rights under it.
• We may update these terms from time to time. The version that applies to your order is the one published on the day you ordered.

18. Governing law and disputes

These terms are governed by the laws of the Hong Kong Special Administrative Region. If you are a consumer, you also keep the protection of the mandatory consumer laws of the country where you live, and nothing in these terms takes that away. You can bring a claim in the courts of the country where you live.

We will always try to settle a problem directly with you first. Write to contact@nuvaneo.com.