Refund policy

Refund & Returns Policy

Last updated: June 2026

This policy sets out how Nuvra handles returns, refunds, replacements and your statutory rights as a UK consumer. Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

1. Change of mind — 14-day return window

If you change your mind, you have 14 days from the day you receive your order to let us know you wish to return it.

To be eligible for a change-of-mind refund, the item must be:

  • Unopened with the manufacturer’s seal intact
  • In its original packaging
  • In resaleable condition

For health, safety and hygiene reasons, we cannot accept change-of-mind returns on bottles that have been opened, had their seal broken, or are no longer in resaleable condition.

2. Damaged, faulty or incorrect orders

If your order arrives damaged, faulty, or you receive the wrong product or wrong quantity, you are protected under the Consumer Rights Act 2015. Please contact us at hello@nuvra.com within 14 days of delivery with:

  • Your order number
  • A clear photograph of the issue
  • A short description of what went wrong

We will arrange a free replacement or full refund, including any delivery cost you paid. You do not need to return the damaged item before we send a replacement in most cases.

3. How to start a change-of-mind return

  1. Email hello@nuvra.com within 14 days of delivery with your order number and the reason for return.
  2. We will reply with return instructions and our returns address within 1 working day.
  3. Repackage the item in its original packaging with seals intact.
  4. Post the parcel back using a tracked service of your choice. Return postage for change-of-mind returns is paid by you. We strongly recommend a tracked, insured service — we cannot be responsible for items lost on the return journey.
  5. Once we receive and verify the return, we will refund the cost of the goods to your original payment method within 14 days.

4. Lost or delayed parcels

If your parcel has not arrived within 10 working days of dispatch, please contact us at hello@nuvra.com. We will investigate with the courier and either reship your order or refund you, in line with our courier’s lost-parcel timelines.

5. Refunds

  • Refunds are processed to the original payment method.
  • Refunds are issued within 14 days of us receiving the returned item (for change-of-mind returns) or within 14 days of confirming the fault (for faulty/damaged/wrong items).
  • Your bank may take an additional 3–10 working days to credit your account.
  • Original delivery charges are not refunded on change-of-mind returns where you keep at least one item from a multi-item order. They are refunded on faulty/damaged/wrong-item returns and on the cancellation of an entire order under the statutory 14-day cooling-off period.

6. Your statutory 14-day right to cancel

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order without giving a reason within 14 days of receiving your goods. To exercise this right, contact us at hello@nuvra.com with your order number. The goods must be returned within 14 days of cancellation in the condition described in Section 1. This statutory right is separate from any other return rights and is not affected by this policy.

7. What we cannot accept

For health, safety and hygiene reasons, we cannot accept returns on:

  • Bottles that have been opened or had their seal broken (unless the item is faulty)
  • Items not in their original packaging or no longer in resaleable condition
  • Items returned more than 14 days after delivery (unless faulty)

This does not affect your statutory rights in respect of faulty goods.

8. Shipping & delivery scope

Nuvra currently ships within the United Kingdom only. Orders are typically dispatched within 3 working days of being placed and arrive in 2–5 working days after dispatch via tracked delivery.

9. Contact us

Email: hello@nuvra.com
Response time: within 1 working day, Monday to Friday

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