All orders can be canceled until they are shipped. Once the packaging and shipping process has started, it can no longer be canceled.
Your satisfaction is our #1 priority. We want you to shop with confidence. That’s why we proudly offer absolute satisfaction guarantees that ensure your customers will receive a purchased item on time and as described.
Our highest priority is to make you happy, so everyone who shops on nouvoko.com receives the following guarantees:
- full refund if you dont like the product (product must not be damaged and the item must be unused)
- full refund if you don’t receive your order;
- full refund if your order does not arrive within the guaranteed time (15 business days);
- full or partial refund if the item is not as described or damaged;
- full refund if you do not want the product you have received (but you must return the item at your expense and the item must be unused).
Full refunds are not available under the following circumstances:
- your order does not arrive due to factors within your control (e.g. providing the wrong shipping address);
- your order does not arrive due to exceptional circumstances outside our control (e.g. not cleared by customs, delayed by a natural disaster).
You can submit refund requests within:
- 10 business days after the order is delivered;
- 15 business days since your order was placed. You can do it by sending a message on Contact Us page.
If you are approved for a refund, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 14 days.
We stand behind everything we sell. If you are not satisfied with your purchase, you can return it for a replacement or refund.
You have the right to return your order within 10 calendar days starting from the day on you have received your package.
The product must be in an unused condition and in its original packaging, if possible, with all its accessories and all packaged components.
Shipping costs will be the responsibility of the customer in cases of buyer personal reasons, such as didn’t like the color/quality, changed your mind, ordered by mistake, etc.
We will refund the full cost of the merchandise and shipping charges if the return is a result of our error or a faulty product.
How to Return an Item
If you want to initiate a return, please complete the following steps:
- Please send us a photo of the products you’ve received with the return request to the email@example.com and we will guide you through the steps.
- Return the item to the provided address in response email within 10 calendar days and send us the tracking number after you ship the item.
- Please do not send your purchase back to us unless we authorize you to do so.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you received the wrong item so we can evaluate the issue and make it right. Due note that we will need a piece of photo evidence.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.