Refund policy

Refund & Return Policy – NUVRA

Last updated: October 15, 2025

At NUVRA, your satisfaction is our priority. If you're not fully happy with your purchase or received a defective product, you may request a return or exchange under the following conditions:

1. Return & Exchange Conditions

Returns due to dissatisfaction
You may return a product within 14 days of receiving it if you’re not satisfied with your purchase.
The item must be unused, in its original packaging, and in perfect condition.

Returns for defective items
If your product has a manufacturing defect, you can request an exchange or refund within 30 days of delivery, in compliance with consumer protection laws applicable in the European Union.

How to Request a Return or Exchange

• Contact us: Email us at support@nuvra.com to start the process.
• Provide proof: If the item is defective, send a clear photo or video (max 1 minute) showing the issue, including the original packaging and shipping label.
• Ship the item: If approved, you’ll receive detailed return instructions by email.
• Inspection & Processing: Once received, we will inspect the item and process your exchange or refund within 5 business days.

📌 Important: Items showing signs of use, damage, or modification will be rejected and returned to the sender.

2. Refund Process

Refund options for dissatisfaction
Once the returned item is verified, you may choose to:
✅ Exchange for another item in stock
✅ Receive a refund for the product value
(Shipping fees are non-refundable if the product was delivered correctly and in good condition)

Processing times

📌 Important: Refunds will only be made to the original payment method or registered buyer. No third-party accounts are allowed.

3. Product Warranty

All NUVRA products include a 30-day warranty from the date of delivery, in accordance with European consumer laws.

How to claim warranty
To request a warranty evaluation:

• Send a video (max 1 minute) showing the defect, including packaging and shipping label,
  OR
• Provide clear photos highlighting the issue.

Warranty covers
✅ Manufacturing defects
✅ Defective components

Warranty does not cover
❌ Damage due to misuse (e.g. drops, force, breakage)
❌ Water damage (even for splash-resistant products)
❌ Unauthorized repairs or alterations
❌ Normal wear and tear
❌ Battery degradation over time

📌 Claims will be denied if misuse or tampering is detected.

4. FAQ

How long does an exchange take?
Once the item is received and approved by our Distribution Center, we process exchanges within 5 business days.
Items not meeting return conditions will be sent back without notice.

What if the product shows signs of use?
Your request will be rejected and the item will be returned to the sender.

How do I track my refund?
You’ll receive an email once the refund is processed.
For credit card refunds, please check with your bank as processing times may vary.

5. Contact Us

Still have questions or need help with a return or refund?

📧 Email: support@nuvra.com
🕘 Customer Support Hours: Monday to Friday, 9:00 a.m. – 6:00 p.m. (CET – Central European Time)

Thank you for trusting NUVRA. We’re here to ensure a smooth and joyful experience for you.