Refund & Returns Policy
Clear, Fair, and Straightforward Return & Refund Support
At Nuvapra, we want customers to shop with greater confidence. This Refund Policy explains how order cancellations, damaged or defective products, returns, exchanges, and approved refunds are handled.
14-Day Return Window
48-Hour Damage Reporting
Unused & Original Packaging Required
Proof of Purchase Needed
Order Cancellations
Once an order has been shipped, it cannot be canceled.
Customers should carefully review all order details, including product information, quantity, shipping address, and contact information, before completing their purchase. Once the order has entered the shipping process, we may no longer be able to cancel or modify it.
Damaged or Defective Products
If a customer receives a damaged or defective product, they must contact our support team within 48 hours of delivery.
To help us review the case quickly, customers should provide the following information:
- Order number
- A brief description of the issue
- Clear photos or videos of the damaged or defective product, if applicable
- Photos of the package or shipping label, if needed
After reviewing the case, we may arrange a replacement, exchange, or refund depending on the situation.
Return, Refund & Exchange Eligibility
Return or exchange requests must meet the following conditions:
- The product must be unused.
- The product must be in its original packaging.
- Proof of purchase, such as an order number or receipt, must be provided.
- The return request must be submitted within 14 days of delivery.
Products that have been used, opened, damaged by the customer, altered, or returned without original packaging may not be eligible for a refund or exchange.
Return Process
Our return process includes the following steps:
Step 1: Contact Support
Please contact our support team before sending any product back.
Unauthorized returns may not be accepted.
Step 2: Provide Order Information
Please include your order number, a description of the issue, and relevant photos or videos if the product is damaged or defective.
Step 3: Wait for Return Authorization
Our team will review the request and provide return instructions if the return or exchange is approved.
Products should not be returned without prior authorization.
Step 4: Ship the Product Back
If a return is approved, the customer should ship the product back using a trackable shipping method.
We recommend keeping the tracking number until the return has been received and reviewed.
Step 5: Inspection and Decision
Once the returned product is received, it will be inspected. We will notify the customer whether the refund or exchange request has been approved or rejected.
Refunds and Exchanges
Refunds
If a return is approved, the refund will be issued to the original payment method.
Please note that banks, credit card companies, or payment providers may require additional processing time before the refund appears in the customer’s account.
Exchanges
If an exchange is approved, a replacement product may be shipped according to the approved resolution.
The final exchange solution may depend on product availability, the condition of the returned item, and the specific issue reported.
Non-Refundable Items
The following items are non-refundable:
- Gift cards
- Products marked as final sale
- Products returned more than 14 days after delivery
- Used, opened, or customer-damaged products
- Products returned without prior authorization
- Products returned without original packaging or proof of purchase
Shipping Fees
Shipping fees are non-refundable.
If a refund is approved, the cost of return shipping may be deducted from the refund amount, unless otherwise confirmed by our support team.
Customers are responsible for ensuring that returned products are shipped safely and with a valid tracking number.
Contact Us for Returns or Refunds
If you have questions about returns, refunds, exchanges, damaged products, or defective products, please contact our support team.
Email: nuvapra@gmail.com
WhatsApp: +86 13530846650
Business Hours: 24 hours a day, 7 days a week
Need Help?
Questions About Returns, Refunds, or Exchanges?
If you need assistance with a damaged order, return request, refund issue, or exchange request, please contact Nuvapra Support so your case can be reviewed as soon as possible.