At Nuvora Co., we want you to feel confident when shopping with us. If something isn't right with your order, our Customer Care team is here to help.
This Returns & Refunds Policy explains how we handle damaged, faulty or incorrect products, returns, refunds, cancellations and change-of-mind requests.
Nothing in this policy is intended to exclude or limit any rights or remedies you may have under applicable consumer law.
Damaged, Faulty or Incorrect Items
If your order arrives damaged, faulty, incorrect or significantly different from what you ordered, please contact Nuvora Co. Customer Care as soon as reasonably possible after receiving your order.
Please provide:
- your order number;
- a description of the issue; and
- clear photos and/or video showing the product and the problem.
We may request additional information where reasonably necessary to assess the issue.
Once we've reviewed your request, we may provide a replacement, refund or another appropriate remedy depending on the circumstances and your rights under applicable consumer law.
Please do not dispose of or return an item until our Customer Care team has reviewed your request and provided instructions.
Do I Need to Return a Faulty or Damaged Product?
Not always.
Because Nuvora Co. serves customers internationally, returning an item may not always be necessary or practical.
Depending on the nature and value of the product and the issue reported, we may be able to resolve your request using the photos, video or other information you provide.
If we determine that a return is required, we will provide you with return instructions and the appropriate return address.
Please do not send a product to any address without first receiving return instructions from Nuvora Co.
Where applicable consumer law requires Nuvora Co. to cover reasonable return costs for a faulty or non-compliant product, we will comply with those requirements.
Change of Mind
Unless otherwise stated on a particular product page, offer or promotion, Nuvora Co. does not generally offer returns or refunds solely for change of mind.
This includes situations where you:
- no longer want the product;
- ordered the wrong product, colour or variation;
- changed your mind after placing your order;
- found a similar product elsewhere;
- found the product at a different price elsewhere; or
- decide the product is not suitable for you for reasons unrelated to a fault or misdescription.
Please review product descriptions, images and order details carefully before completing your purchase.
This change-of-mind policy does not affect any rights you may have under applicable consumer law.
Beauty & Personal-Care Products
For hygiene and safety reasons, opened or used beauty and personal-care products generally cannot be accepted for a voluntary change-of-mind return.
This does not affect your rights if a product is faulty, damaged, incorrectly supplied, not as described or otherwise fails to meet a consumer guarantee or other requirement under applicable law.
Refunds
If a refund is approved, it will generally be issued to the original payment method used for your purchase.
Once Nuvora Co. has processed your refund, your bank, card issuer or payment provider may require additional time to make the funds available in your account.
Processing times are controlled by your payment provider and may vary.
Where only part of an order is eligible for a refund, we may refund the affected item or portion of the order rather than the entire purchase, subject to applicable consumer law.
Shipping Costs
Where an order qualifies for free shipping, there is no original shipping charge to refund.
If you paid a shipping charge and your return relates solely to an approved voluntary return or change-of-mind arrangement, original shipping charges may not be refundable unless otherwise stated.
Where a product is faulty, damaged, incorrectly supplied or otherwise covered by applicable consumer law, shipping and return costs will be handled in accordance with your applicable legal rights.
Replacements
Where appropriate, we may offer to replace a damaged, faulty or incorrect product.
If a replacement is approved, we'll provide information regarding the replacement shipment.
Availability may affect replacement timeframes. If the same product is no longer available, we may discuss an alternative remedy with you.
Order Cancellations & Changes
If you need to cancel or change an order, please contact Nuvora Co. Customer Care as soon as possible after placing your order.
We'll do our best to assist; however, orders may enter processing shortly after being placed.
Once an order has entered fulfilment or has been dispatched, we may be unable to cancel it or make changes to the delivery details, products or quantities.
Submitting a cancellation request does not guarantee that an order can be cancelled before fulfilment.
Incorrect Shipping Address
Customers are responsible for providing complete and accurate shipping information when placing an order.
If you notice an error in your shipping address, please contact us immediately.
We will attempt to update the address where possible, but we cannot guarantee changes once an order has entered processing or been dispatched.
If an order cannot be delivered because an incorrect or incomplete address was supplied, please contact Customer Care so we can review the circumstances and available options.
Refused, Unclaimed or Undeliverable Parcels
If a parcel is refused, left unclaimed or returned as undeliverable, please contact Nuvora Co. Customer Care.
We will review the circumstances once the shipment status and any return information are available.
Any refund, replacement or reshipment will depend on the circumstances, associated shipping costs and applicable consumer law.
Lost or Missing Deliveries
If your tracking information indicates that your parcel may be lost or you have not received your order within a reasonable period after the expected delivery timeframe, please contact us.
We may ask you to confirm your shipping details and check with household members, neighbours, your local carrier or other safe delivery locations before we investigate further.
Where appropriate, we'll work with the relevant shipping provider and help determine the next steps.
Packages Marked as Delivered
If tracking shows that your parcel has been delivered but you cannot locate it, please first check:
- around your property and any safe-drop locations;
- with other members of your household;
- with neighbours, building management or reception where applicable; and
- directly with the local delivery carrier.
If you still cannot locate your parcel, contact Nuvora Co. Customer Care and we'll help review the available delivery information.
Returns Sent Without Approval
Please do not return products without contacting us first.
Return locations may vary depending on the product, destination and circumstances of the return.
Products sent to an unauthorised address may not be received or identifiable as your return, which may prevent us from processing it.
Always wait until Nuvora Co. Customer Care provides return instructions before sending an item.
International Orders
Nuvora Co. serves customers across multiple countries, and our products may be fulfilled through international logistics and fulfilment partners.
If a return is required, do not automatically send the product to Nuvora Co.'s Australian business address or to the address shown on the original parcel.
Our Customer Care team will provide the appropriate instructions for your particular order.
Your rights may vary depending on your location. Nothing in this policy is intended to exclude or restrict rights that cannot legally be excluded under the consumer laws applicable to your purchase.
Australian Consumer Law
For customers whose purchases are covered by the Australian Consumer Law, our products come with consumer guarantees that cannot be excluded under the Australian Consumer Law.
Depending on the circumstances and whether a failure is major or minor, you may be entitled to remedies including repair, replacement or refund.
Our voluntary policies, including our policy regarding change-of-mind returns, do not replace or limit these statutory rights.
You can learn more about Australian consumer guarantees from the Australian Competition and Consumer Commission (ACCC).
US & Other International Customers
If you're purchasing from the United States or another country, you may also have rights under consumer protection laws that apply in your jurisdiction.
Nothing in this policy is intended to waive, restrict or exclude rights that cannot legally be waived or excluded.
Suspected Misuse or Fraudulent Claims
Nuvora Co. reserves the right to request reasonable information or evidence necessary to assess a return, replacement or refund request.
We may decline voluntary remedies where we reasonably determine that a request is fraudulent, abusive or inconsistent with this policy.
This does not limit any rights or remedies that cannot legally be excluded.
Contact Us
If you have a problem with your order or would like to request assistance, please contact Nuvora Co. Customer Care through the contact details provided on our website.