Refund policy

1. DAMAGED, DEFECTIVE OR INCORRECT ITEMS

If your order arrives damaged, defective or different from what you ordered, please email hello@getnuvella.store within 10 days of delivery.

Include your order number, a description of the problem and clear photographs of the item and packaging.

We will review your claim and arrange an appropriate resolution, such as a replacement or refund, in accordance with applicable consumer protection laws.

2. CHANGE OF MIND AND CUSTOMER ERRORS

Please check product descriptions, measurements, materials and colours before ordering.

Eligible online purchases qualify for the applicable statutory cancellation rights. Outside these rights, we do not offer exchanges solely because you selected the wrong size or style or changed your mind.

3. INCORRECT SHIPPING ADDRESSES

Please ensure your delivery address and contact details are correct at checkout.

We are not responsible for delivery failures caused by incorrect or incomplete information supplied by customers. Replacement orders and additional delivery charges might apply in these circumstances, subject to applicable law.

Contact us immediately if you need to correct your address. Changes are not guaranteed after fulfilment begins.

4. HOW TO REQUEST A RETURN OR REFUND

Email hello@getnuvella.store with your order number and reason for the request.

Please wait for our instructions before returning an item. We will provide the appropriate return arrangements and explain the next steps.

Approved refunds will be processed in accordance with applicable law. Your bank or payment provider might require additional time to reflect the funds.

5. CUSTOMER RIGHTS

This policy does not limit your rights under applicable South African consumer protection laws, including statutory cancellation rights for eligible online purchases and remedies for defective goods.

6. CONTACT US

Email: hello@getnuvella.store

Thank you for shopping with Nuvella.