Returns & Refunds

1. Return Window

You have thirty (30) calendar days from the date your order is marked Delivered by the carrier to request a return. Requests submitted after the 30-day window are not eligible for refund. The date stamp on the carrier's tracking page is determinative.

If a public holiday or natural disaster prevents you from initiating a timely return, contact us at [email protected] and we will consider extensions on a case-by-case basis.

2. Eligible and Ineligible Items

3. How to Return an Item

1. Request an RMA. Email [email protected] within 30 days of delivery. Include your order number, the SKU(s) you wish to return, and the reason for the return (e.g., wrong size, did not match expectations, defective).
2. Receive your RMA + return address. Within 2 business days we will reply with an RMA number and the U.S. address to which the package should be sent. Returns sent without an RMA may be refused or delayed.
3. Pack securely. Place the item in its original NUVRELL pouch or box, with all original tags. Use a padded mailer or box with adequate cushioning. Write the RMA number clearly on the outside of the package.
4. Ship via a tracked U.S. carrier. Customers are responsible for return shipping unless the return is due to a defect, error, or damaged item (see Section 6). We recommend USPS Priority Mail or any service that provides tracking and insurance, as NUVRELL is not responsible for return shipments lost in transit.
5. Inspection. We inspect each return on receipt. If the item meets the return-eligibility criteria above, your refund will be processed within 5–10 business days.

4. Refunds

Approved refunds are issued in U.S. dollars to the original payment method used for the purchase, through Stripe. Allow 5–10 business days from the date we receive and inspect the return for the credit to appear on your statement; the actual posting time depends on your card issuer or bank.

• Product cost: refunded in full when the return is approved.
• Original outbound shipping fee: non-refundable, except where the return is due to a NUVRELL error, defective item, or damage in transit (see Section 6).
• Return shipping cost: the customer's responsibility, except as noted in Section 6.
• Restocking fee: none.
• Sales tax: the tax originally collected is refunded in proportion to the merchandise refund.
• Promotion or coupon code: if a discount applied at purchase brought your order below a free-shipping threshold or a multi-buy tier, the refund will be adjusted to reflect the original economic terms.

If the original payment method is no longer active (e.g., expired card), Stripe will work with the issuer to route the refund. NUVRELL does not issue refunds to a different payment method.

5. Exchanges

NUVRELL does not currently process direct exchanges. To swap a Product, please return the original item under Section 3 above and place a new Order at your convenience. This ensures your replacement piece is reserved from current inventory and shipped without delay.

6. Damaged, Defective, or Incorrect Items

We inspect every Order before shipping, but if your Product arrives damaged, defective, or is not the item you ordered, we will make it right at no cost to you.

• Report the issue within 7 calendar days of delivery by emailing [email protected].
• Include your order number, a clear description of the issue, and photographs of the item and the packaging as received.
• We will issue a prepaid USPS return label, refund the original outbound shipping fee, and either ship a replacement or issue a full refund — your choice.

Reports submitted after 7 days will be evaluated under the standard 30-day return policy in Section 3 and may not qualify for a prepaid return label or replacement.

7. Lost, Stolen, or Misdelivered Packages

Once an Order is handed to USPS, NUVRELL is responsible only to the extent permitted by carrier insurance. However, we will assist with your claim:

• If your tracking shows "Delivered" but you have not received the package, first check with neighbors, your front desk or building staff, and any household members who may have accepted the parcel. USPS sometimes scans a package as delivered up to 48 hours before physical delivery.
• If the package still has not arrived after 48 hours, file a Missing Mail search at usps.com/help/missing-mail.htm and email us at [email protected] with the search reference number. We will help escalate the search and coordinate any insurance claim.
• If your tracking shows "Returned to Sender" due to an undeliverable address, the Order will be refunded less the original shipping fee once it arrives back at our facility. You are welcome to place a new Order with a corrected address.
• For any package marked lost in transit by USPS (typically 21+ days without scan updates), NUVRELL will, at our option, ship a replacement at no cost or issue a full refund.

8. International Orders

NUVRELL currently ships only within the United States and its territories. International return policies will be added when international shipping becomes available.

9. Questions

• Returns: [email protected]
• General support: [email protected]
• Postal mail: NUVRELL · Returns Department · [Insert street address] · Maryland · United States · [ZIP]

This Return Policy is incorporated into and governed by the NUVRELL Terms of Service. © 2026 NUVRELL. All rights reserved.