Refund policy

Refund Policy – Nuvellor Store

  1. Right to Refund and Exchange
    According to Article L221-18 of the Consumer Code, customers in the European Union have a period of 14 calendar days from the receipt of the order to exercise the right of withdrawal, without the obligation to provide a reason.

Additionally, to provide more security and confidence, Nuvellor Store offers 30 calendar days for exchanges or returns, ensuring your complete satisfaction.

  1. Eligibility Conditions for Refund
    A product is eligible for a refund if the following conditions are met:

  • It is returned within 14 days of receipt (for refunds) or within 30 days for exchange/return according to our extended policy;

  • It has not been used or damaged;

  • It is in the original packaging, with all accessories and instructions;

  • It is accompanied by proof of purchase (order number).

Products not eligible for refund:

  • Customized products;

  • Gift cards;

  • Products purchased on promotion or special offer;

  • Products not returned in their original condition.

  1. Refund Procedure
    For any refund or exchange request, the customer must contact our customer service at:
    support@lojanuvellorstore.com, providing:

  • The order number;

  • The reason for the return;

  • Photos of the product if necessary.

Once the request is approved, we will send the return instructions.
No returns should be made without prior authorization.

  1. Processing Times
    After receiving and inspecting the returned product:

  • The refund will be processed within 45 calendar days;

  • It will be made through the customer’s original payment method;

  • A confirmation email will be sent once the refund is issued.

  1. Return Costs
    Return shipping costs are the responsibility of the customer, except in the following cases:

  • Our error;

  • Defective product.

  1. Defective Product Cases
    If the product is received damaged or defective, the customer must contact us within 48 hours of receipt, providing photographic evidence.
    In this case, a full refund or replacement will be offered at no additional cost.

  2. Nuvellor Store Commitment
    We are committed to fully complying with European consumer protection laws for all refunds issued.

For any questions related to refunds, please contact us at:
support@lojanuvellorstore.com