Refund policy

NUVIA LLC

Refund & Return Policy

Last updated: [DATE]



This Refund & Return Policy governs all purchases made through the online store operated by Nuvia LLC ("we", "us", or "our"), with registered address at [X], [X], [X]. All prices are displayed and charged in Euros (EUR €). By placing an order with us, you agree to the terms set out below.



1. Right of Withdrawal (EU Consumers)

If you are a consumer located in the European Union, you have the right to withdraw from your purchase within 14 calendar days of receiving your order, without providing any reason, in accordance with the EU Consumer Rights Directive 2011/83/EU.

The withdrawal period expires 14 days from the day on which you, or a third party designated by you (other than the carrier), take physical possession of the goods.

To exercise your right of withdrawal, you must inform us by sending a clear written statement to:

  • Email: [X]@nuvia-llc.com

  • Postal address: Nuvia LLC, [X], [X], [X]

You may use the model withdrawal form below, but it is not obligatory.



2. Return Conditions

To be eligible for a return, your item must meet ALL of the following conditions:

  • Returned within 14 days of delivery (EU right of withdrawal) or within [X] days for other return requests

  • In its original condition — unused, unwashed, and undamaged

  • In its original packaging with all tags and accessories included

  • Accompanied by proof of purchase (order number or receipt)

Items that do not meet these conditions will not be accepted and will be sent back to you at your expense.



3. Non-Returnable Items

The following items are excluded from our return policy:

  • Items marked as final sale or non-returnable at time of purchase

  • Items that have been used, washed, or altered

  • Customised or personalised items made to your specifications

  • Items returned after the applicable return window has expired



4. How to Initiate a Return

To start a return, please follow these steps:

  • Step 1 — Contact us at [X]@nuvia-llc.com with your order number and reason for return

  • Step 2 — Wait for our confirmation email with return instructions (within [X] business days)

  • Step 3 — Pack your item securely and ship it to the address provided in our confirmation

  • Step 4 — Share your tracking number with us once shipped

We recommend using a tracked shipping service. Nuvia LLC is not responsible for items lost or damaged during return transit.



5. Return Shipping Costs

Unless the return is due to our error (wrong item shipped, defective product), return shipping costs are borne by the customer.

If the return is due to a defect or our error, we will cover the cost of return shipping and provide a prepaid return label.



6. Refunds

Once we receive and inspect your returned item, we will notify you by email of the approval or rejection of your refund.

If approved, your refund will be processed to your original payment method within [X] business days. Please note:

  • Refunds are issued in Euros (€) to the original payment method used at checkout

  • Original shipping costs are non-refundable unless the return is due to our error

  • Your bank or card issuer may require additional processing time (typically 3–5 business days)

If you have not received your refund within [X] business days of our approval email, please contact us at [X]@nuvia-llc.com.



7. Exchanges

We do not process direct exchanges. If you wish to exchange an item, please return the original item for a refund and place a new order for the desired item on our website.



8. Defective or Incorrect Items

If you receive a defective, damaged, or incorrect item, please contact us within [X] days of delivery at [X]@nuvia-llc.com with:

  • Your order number

  • A clear description of the issue

  • Photos showing the defect or incorrect item

We will resolve the issue by offering a full refund, replacement, or store credit at our discretion and at no cost to you.



9. Dispute Resolution

If you are not satisfied with our resolution, you have the right to contact your national consumer protection authority or use the European Online Dispute Resolution (ODR) platform, available at: https://ec.europa.eu/consumers/odr



10. Contact Us

For any questions about this policy, please contact us:

  • Email: [X]@nuvia-llc.com

  • Address: Nuvia LLC, [X], [X], [X]

  • Response time: within [X] business days



Annex — Model Withdrawal Form (Optional)

To: Nuvia LLC, [X], [X] — Email: [X]@nuvia-llc.com

I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods:

  • Ordered on: [DATE] / Received on: [DATE]

  • Order number: [ORDER NUMBER]

  • Name of consumer(s): [NAME]

  • Address of consumer(s): [ADDRESS]

  • Signature (only if this form is notified on paper): _______________

  • Date: [DATE]

(*) Delete as appropriate.