Nupova

Refund Policy

We want you to love what you ordered from Nupova. If something isn't right, here's how returns and refunds work.

30-day returns

You have 30 days from the date your order is delivered to request a return. To be eligible, items must be new, unused and in their original packaging, with all accessories, manuals and documentation included.

How to start a return

  1. Email support@nupova.com or use our contact form with your order number and the reason for the return. Photos help us resolve things faster.
  2. Our team reviews your request and replies with return instructions and the return address.
  3. Pack the item securely and send it with a tracked shipping service. Keep your proof of postage.

Please don't send anything back before we've approved the return. Our products ship from partner warehouses, so parcels sent to any other address (including our business address) can't be processed.

Return shipping costs

If you're returning an item because you changed your mind, the return shipping cost is yours to pay, and the original shipping charge isn't refunded. If the return is because of our mistake (the item arrived damaged, is defective or isn't what you ordered), you don't pay anything for the return.

Damaged, defective or wrong items

Contact us within 7 days of delivery with your order number and clear photos or a short video showing the problem. We'll send a free replacement or give you a full refund, including shipping. For low-value items we often won't need the item back.

Items we can't accept for return

  • Items that have been used, damaged through misuse, or are not in their original condition.
  • Personal-care and hygiene products once the seal has been opened (for example earbuds' ear tips or beauty tools), unless faulty.
  • Items that weren't bought from Nupova.

Refunds

Once your return arrives, we inspect it and email you to confirm. Approved refunds are processed within 5–7 business days of receipt and credited to your original payment method. Your bank or card issuer may then take a further 7–10 business days to show the refund on your statement.

Exchanges

We don't offer direct exchanges. If you'd like a different colour or model, return the item for a refund and place a new order. If your item is faulty, we'll replace it free of charge.

Cancellations

You can cancel an order for a full refund by emailing us within 12 hours of ordering, as long as it hasn't been dispatched. See our Shipping Policy for details.

Customers in the EU and UK

You also have a legal right to withdraw from your purchase within 14 days of delivery without giving a reason. Our 30-day return window already covers this right, and nothing in this policy limits your statutory rights.

Questions?

Email support@nupova.com. We reply within 24 hours on business days.