Refund policy
Last updated: October 17, 2026
Returns
Eligibility for returns depends on the items in your order.
Where returns are accepted, items must be sent back in the same condition in which they were received, unused, with tags, and in their original packaging, or as set out in the return instructions. We may reduce the refund if the item was used, damaged or handled more than necessary.
Contact us to ask about return options and how to start a return.
How to start a return
Whether return or cancellation requests are accepted depends on the terms above and your rights under applicable law.
Contact us before returning an item.
Unless we state otherwise or applicable law requires otherwise, you’re responsible for the shipping costs of returns due to a change of mind.
Damage and issues
Please check your order when you receive it and contact us immediately if an item is faulty or damaged, or if you received the wrong item.
Exceptions and non-returnable items
Some items may not be eligible for return, as indicated in the return terms above or on the product listing, on the website or in the physical shop at the time of purchase.
Contact us if you have questions about whether a specific item can be returned.
Exchanges
Contact us to enquire about exchange options before returning your item.
Returns and cancellations in the European Union
If you are a consumer in the European Union and buy products online, you may have the right to cancel your order within 14 days of the day you receive the products for any reason, unless an exemption applies.
After telling us you wish to cancel, you must return the products within 14 days.
We will refund eligible cancelled orders within 14 days of being notified of the cancellation, but we may withhold the refund until we receive the returned products or evidence that you sent them.
For eligible cancellations, we will refund the product price and the cost of standard delivery, if you paid for delivery. We are not required to refund any additional amount paid for express or premium delivery beyond the cost of standard delivery.
To request a return, follow the instructions above on how to start a return. To request a cancellation, contact us.
Returns and cancellations in the United Kingdom
If you are a consumer in the United Kingdom and buy products online, you may have the right to cancel your order within 14 days of the day you receive the products, unless an exemption applies.
After telling us you wish to cancel, you must return the products within 14 days.
We will refund eligible cancelled orders within 14 days of receiving the returned products or receiving evidence that you sent them.
For eligible cancellations, we will refund the product price and the cost of standard delivery, if you paid for delivery. We may not refund any additional amount paid for express or premium delivery beyond the cost of standard delivery.
To request a return, follow the instructions above on how to start a return. To request a cancellation, contact us.
Refunds
We’ll let you know when we’ve received and inspected your return, and we’ll tell you if the refund was approved. If approved, you’ll be refunded to your original payment method, unless stated otherwise. Your bank or payment provider may need additional time to process and credit the refund.
If you don’t see your refund within a reasonable period after it has been approved, contact us.
This policy does not limit any statutory rights you may have under applicable consumer protection law, including rights that may apply if the products are faulty, not as described, not delivered within the required or agreed time, or otherwise do not comply with applicable law.
Contact
To request a cancellation, start or enquire about a return, ask about an exchange or report damaged items, contact us by writing to nuvolani.internac@gmail.com.