Refund policy

Replacement Policy

Last Updated: August 2, 2026

At Nuvoora, we want you to have a smooth and satisfying shopping experience. Since our products are sourced and shipped through our trusted fulfillment partners, we offer replacements for products that arrive damaged, defective, incorrect, or unusable.

1. Eligibility for Replacement

You may request a replacement if:

You received a damaged product.
You received a defective or non-functional product.
You received a wrong product or incorrect variant due to our error.
The product is missing essential parts/accessories that were included in the original order.
The product received is significantly different from the product description.

Replacement requests must be submitted within 7 days of delivery.

2. Unboxing Video / Proof

For damaged, defective, or incorrect products, we strongly recommend recording a continuous unboxing video showing the package, shipping label, and product while opening it.

We may request:

Photos of the package and product
A clear video demonstrating the issue
Order number
Shipping label
A description of the problem

This information helps us verify the issue and process your request quickly.

3. Items Not Eligible for Replacement

We do not offer replacements for:

Change of mind
Wrong product ordered by the customer
Incorrect size, color, or variant selected by the customer
Normal wear and tear
Damage caused by misuse, negligence, accidents, or improper handling
Products damaged after delivery by the customer
Minor differences in color, appearance, or packaging that do not affect the product's functionality
Requests made after 7 days from delivery
Products purchased from sources other than our official store

4. Replacement Process

To request a replacement, contact our customer support with your:

Order Number:
Registered Name:
Registered Phone/Email:
Photos/Videos of the Product:
Description of the Issue:

After receiving your request, our team will review the information and determine whether the order qualifies for replacement.

If approved, we will arrange a replacement shipment.

5. Replacement Shipping

If the product is confirmed to be damaged, defective, or incorrectly shipped due to our error, Nuvoora will cover the applicable replacement shipping costs.

If the issue is caused by incorrect information provided by the customer, refusal to accept the package, or customer-related handling, additional shipping charges may apply.

6. Refunds

We primarily provide replacements rather than refunds for eligible product issues.

However, if a replacement is unavailable or cannot reasonably be provided, we may offer an alternative resolution, including a refund, at our discretion.

Approved refunds will be processed to the original payment method or through the payment method used for the order, subject to applicable payment-processing timelines.

7. Incorrect Delivery Information

Customers are responsible for providing a complete and accurate shipping address, phone number, and other required delivery information.

We are not responsible for delays, failed deliveries, or additional shipping costs resulting from incorrect or incomplete information provided by the customer.

8. Refused or Undelivered Orders

If an order is returned to our fulfillment partner because the customer:

Refused delivery
Was unavailable for repeated delivery attempts
Provided an incorrect/incomplete address
Provided an unreachable or incorrect phone number

the order may not qualify for a free replacement or refund.

Any additional shipping or handling charges may be deducted from the amount refunded, where applicable.

9. Return of Defective Products

In certain cases, we may require the defective or incorrect product to be returned before a replacement is issued.

If a return is required, our support team will provide the return instructions.

Do not send any product back without contacting us first.

10. Processing Time

Once we receive all required information, replacement requests are generally reviewed within 2–5 business days.

If approved, the replacement will be dispatched according to our available shipping arrangements. Delivery times may vary depending on the destination and courier.

11. Policy Changes

Nuvoora reserves the right to modify or update this Replacement Policy at any time without prior notice. The latest version published on our website will apply to future orders.