Refund policy
1. Return Eligibility
If you wish to return an item, please contact our customer support team before sending it back.
For returns based on a change of mind, we ask that products be returned in their original condition, unused, and with their original packaging, accessories, and any included items.
Certain products, particularly beauty and personal-care items, may be subject to additional return conditions for hygiene and safety reasons. These conditions will not override any rights you may have under applicable consumer-protection laws.
All returns are assessed in accordance with this policy and applicable South African law.
2. Change-of-Mind Returns
If you change your mind about a purchase, please contact us to discuss whether your item qualifies for a return.
Approval will depend on the nature of the product, its condition, the circumstances of the purchase, and any applicable legal requirements.
Where a discretionary change-of-mind return is accepted, the item must generally be unused and returned in its original packaging.
Please note that a change-of-mind return is different from a return involving defective, damaged, unsafe, or incorrectly supplied goods. Your statutory rights remain unaffected.
3. Damaged, Defective, or Incorrect Items
Please inspect your order when it arrives.
If you receive an item that is damaged, defective, unsafe, or different from what you ordered, contact us as soon as reasonably possible.
To help us resolve the issue, please provide:
- Your order number.
- A description of the problem.
- Clear photographs or videos showing the issue, where possible.
Our team will review your request and explain the next steps.
Where a product qualifies for a remedy under applicable consumer-protection legislation, you may be entitled to a repair, replacement, or refund, as applicable.
Nuvelo will not impose return shipping costs on customers where the law requires those costs to be borne by the supplier.
4. Beauty and Personal-Care Products
For hygiene and safety reasons, we may be unable to accept discretionary returns of beauty and personal-care products that have been opened, used, or unsealed.
However, this restriction does not remove any rights you may have if an item is defective, unsafe, incorrectly supplied, or otherwise eligible for a remedy under applicable law.
If you have concerns about a beauty product you received, please contact our support team so we can assess the situation.
5. Return Process
To request a return, please follow these steps:
Step 1: Contact us
Contact Nuvelo’s customer support team with your order number and the reason for your return request.
Step 2: Await instructions
Our team will assess your request and, if appropriate, provide return instructions.
Please do not send items to an address that has not been confirmed by our team.
Step 3: Prepare your parcel
Where a return is approved, package the item securely and include any required accessories or components.
Step 4: Return the item
Send or hand over the item using the return method agreed with our team.
If the return concerns defective, damaged, unsafe, or incorrectly supplied goods, we will arrange the return in accordance with applicable law.
6. Refunds
Once a returned item has been received, where applicable, we will assess its condition and the reason for the return.
If your refund is approved, it will generally be processed using the original payment method, where reasonably possible.
The time it takes for the funds to appear in your account may depend on your bank or payment provider.
Refunds will be processed within the period required by applicable law.
If a refund cannot be processed through the original payment method, our team will contact you to arrange an appropriate alternative.
7. Exchanges
If you receive a defective or incorrect item, please contact us so we can help resolve the issue.
Where appropriate and permitted by law, we may arrange an exchange or replacement.
Exchanges are subject to product availability. If a suitable replacement is unavailable, we will discuss the applicable remedies with you.
8. Order Cancellations
If you wish to cancel an order, please contact us as soon as possible.
We will do our best to accommodate cancellation requests before an order has been dispatched. However, cancellation may not always be possible once fulfilment has begun.
Nothing in this section limits any cancellation or cooling-off rights you may have under applicable law.
Where an order is successfully cancelled and a refund is due, the refund will be processed in accordance with applicable legal requirements.
9. Shipping Costs for Returns
Return shipping costs depend on the reason for the return and the applicable legal requirements.
- Defective, damaged, or incorrectly supplied items: Nuvelo will cover the reasonable return costs where required by law.
- Change-of-mind requests: Where a discretionary return is accepted, the customer may be responsible for the direct cost of returning the item, where legally permitted.
- Other legally protected returns: Shipping costs will be handled in accordance with applicable law.
Original delivery fees will be refunded where required by law.
10. Your Consumer Rights
Nuvelo operates in accordance with applicable South African consumer-protection legislation, including the Consumer Protection Act 68 of 2008 and the Electronic Communications and Transactions Act 25 of 2002.
Depending on the circumstances, consumers may have statutory rights relating to defective goods, unsuitable products in qualifying circumstances, and qualifying online transactions.
For example, qualifying defective goods may be returned under the Consumer Protection Act’s implied warranty provisions within six months of delivery, subject to the applicable legal requirements.
Qualifying electronic transactions may also carry a statutory cooling-off right under the Electronic Communications and Transactions Act.
Nothing in this policy is intended to exclude, restrict, or waive any consumer right that cannot lawfully be excluded.
11. Contact Us
If you have questions about returns, exchanges, or refunds, please contact our customer support team through the contact details provided on the Nuvelo website.
Please include your order number in your enquiry so we can assist you more efficiently.
We appreciate your support and thank you for shopping with Nuvelo.