Refund policy

Return and Refund Policy

Last updated: 7 July 2026

At Nuvina, we want you to be satisfied with your purchase. This policy explains how returns, refunds, cancellations and faulty-product claims are handled.

Contact details

Email: support@nuvinahome.com
Telephone: 07497 610908

Return address:

Nuvina
10 Pine Street South
Bury, Greater Manchester
England
BL9 7BU

Please contact us before returning any item. Returns sent without first contacting us may take longer to identify and process.

30-day return window

You may request a return within 30 days of receiving your order.

To begin a return, contact support@nuvinahome.com and provide:

  • Your full name

  • Your order number

  • The product you wish to return

  • The reason for the return

  • Photographs or videos where the item is damaged, faulty or incorrect

Once your return has been accepted, we will provide return instructions. After notifying us, please send the item back within 14 days.

Change-of-mind returns

For change-of-mind returns, the customer is responsible for arranging and paying the actual return delivery cost.

We recommend using a tracked postal service because the returned item remains the customer’s responsibility until it is received at our return address.

We do not charge a restocking fee.

Return condition

Change-of-mind returns should be:

  • Unused and in a resalable condition

  • Returned with all included parts and accessories

  • Returned in the original packaging where reasonably possible

  • Accompanied by proof of purchase or the relevant order number

You may inspect the product as you would reasonably be able to in a physical shop. We may reduce the refund if the product has been handled beyond what is reasonably necessary and its value has been reduced.

Damaged, faulty or incorrect products

Please inspect your order after delivery.

If your product arrives damaged, faulty, is not as described or you receive the wrong item, contact us as soon as possible, ideally within 48 hours of delivery. Please include your order number and clear photographs or videos showing the issue.

The 48-hour reporting request does not affect your statutory consumer rights.

When an item is confirmed as damaged, faulty, incorrect or misdescribed, Nuvina will cover the reasonable return delivery cost or provide appropriate return instructions.

Depending on the circumstances and your legal rights, we may offer:

  • A full refund

  • A replacement

  • A repair

  • Another appropriate solution agreed with you

Your rights under the Consumer Rights Act 2015 are not affected by this policy.

Exchanges

We do not offer direct exchanges.

To order a different product, colour or variant, return the original item in accordance with this policy and place a new order separately.

Order cancellations

You may request to cancel an order before it has been dispatched by contacting support@nuvinahome.com as soon as possible.

If the order has not yet been dispatched, we will cancel it and issue a full refund.

Orders that have already been dispatched cannot normally be stopped and must be returned in accordance with this policy after delivery.

Refund processing

Once we receive your return, we will inspect it and notify you about the refund.

Nuvina aims to issue approved refunds within 5 business days after receiving and inspecting the return, and no later than 14 days after the returned item is received.

Refunds will be issued to the original payment method used for the order. Your bank, card provider, PayPal or other payment provider may take additional time to display the refund in your account.

For qualifying online cancellations, we will also refund the cost of the least expensive standard delivery option offered at checkout. Any additional amount paid for express, premium or upgraded delivery is not refundable unless required by law.

Return delivery costs

Change of mind: The customer pays the actual return delivery cost.

Damaged, faulty, incorrect or misdescribed product: Nuvina covers the reasonable return delivery cost.

Original delivery charges are refunded where required under UK consumer law.

Missing refunds

If you have received confirmation that a refund was issued but cannot see it in your account:

  1. Check your bank or payment account again.

  2. Contact your card issuer, bank or payment provider.

  3. Allow for their standard processing time.

  4. Contact us at support@nuvinahome.com if the refund still does not appear.

Statutory rights

Nothing in this policy limits or removes any rights you have under UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations.