Return & Refund Policy

We want you to be happy with your purchase and we’re here to help if something’s not right.

To request a return, please email us at support@originalnuvia.com with your order number and the reason for the return. Once your request is reviewed, we’ll let you know if it qualifies and send return instructions.

We accept returns only when there’s a clear issue with your order such as a damaged, defective, or incorrect item, or if it’s not as described.

Because we offer detailed product descriptions and images, we’re unable to accept returns based on personal preferences (e.g. change of mind, style, or price).

Return Criteria

To be eligible for a return, your request must meet the following conditions:

Valid Reasons Only
We accept returns for:

Items that arrive damaged or defective

Items that are incorrect or not as described

We accept returns only when there’s a clear issue with your order such as a damaged, defective, or incorrect item, or if it’s not as described.

Because we offer detailed product descriptions and images, we’re unable to accept returns based on personal preferences (e.g. change of mind, style, or price).

Item Conditions must be:

Unused and in original condition

In the original packaging

With all tags and accessories included

Evidence Required
Please include clear photos or videos of the issue along with your order number.

Exceptions

Sale or clearance items are final sale (unless damaged or incorrect).

Returns for items damaged by customer misuse are not eligible.

If your return is accepted, we’ll guide you through the next steps. Thank you for understanding and supporting a small business!

Refunds

Once we receive and inspect your return, we’ll notify you. If approved, you’ll be automatically refunded to your original payment method within 5–10 business days.

Please remember: it can take some time for your bank or credit card company to process and post the refund.

Exchanges

We don’t offer direct exchanges at this time. If you’d like a different item, please return the original and place a new order.

Damages & Issues

Please inspect your order upon arrival and contact us immediately if the item is defective, damaged, or if you receive the wrong item. We’ll make it right as quickly as possible.

Order Marked as Delivered But Not Received?

Delivery Confirmation:
Once your package is marked as “delivered” by the courier, it is considered successfully delivered to the address provided at checkout.
If photo proof is available, it serves as confirmation that your package was delivered correctly.

What to Do If You Can’t Find It:

Double-check your surroundings, including your porch, mailbox, and any safe areas.

Ask household members or neighbors if they may have accepted the package on your behalf.

No Delivery Photo?
If your package is marked as delivered without a photo, please contact us within 3 days. We will open an investigation with the courier, and once complete, we may offer a resend or refund depending on the outcome.

Delivery Photo Provided?
If a delivery photo is provided showing your package at your address, we cannot offer a refund, but we may offer a one-time resend or store credit as a gesture of goodwill.

Lost in Transit (Not Delivered Yet)?
If your package is lost while in transit (not marked as delivered), we will take full responsibility. After verifying with the courier, we will issue a full refund or resend your order at no extra cost.

Important Notes:

We are not responsible for packages stolen after delivery.

For high-value orders, we recommend selecting tracked shipping or signature delivery for extra peace of mind.

Questions?

Email us at support@originalnuvia.com — we’re happy to help!