Refund policy

At NUVAE, we want you to be completely satisfied with your purchase. That is why every order comes with a 90-day money-back guarantee from the day you receive it: try it on your trip, and if it is not what you expected, you can return it.

1. General Return Conditions

To be eligible for a return under our commercial policy, an item must meet the following requirements:

  • The item may have been opened and tried, but it must be clean, complete (bed, strap and pouch) and undamaged.
  • The request must be made within 90 calendar days from delivery.
  • You must provide the receipt, order number or proof of purchase.

2. How to Make a Return

To begin the process, you must contact us at raggon8@gmail.com. Once your request has been approved, you must send the item by post to our main address:

NUVAE
Nuevo parque coineño, portal 4, 3B
Coín, Málaga, 29100, Spain

  • Shipping costs: Return shipping costs are the buyer's responsibility and are non-refundable, unless the product arrived defective or the return is due to an error on our part.
  • Recommendation: If you are shipping an item worth more than 50 €, we recommend using a tracked shipping service or purchasing shipping insurance, as we cannot guarantee that we will receive the returned package.

3. Mandatory Legal Provisions by Region

For Customers in the European Union and the United Kingdom (Right of Withdrawal)

Under consumer protection regulations, if you make your purchase from the EU or the United Kingdom, you have a legal right of withdrawal of 14 calendar days from delivery of the product to return it for any reason.

During this statutory period, the item may have been opened and examined (as it would be in a physical store), but the consumer will be responsible for any decrease in value if the item shows signs of excessive use or handling.

From day 15 through day 90, the conditions of our 90-day money-back guarantee in section 1 apply.

For Customers in the Rest of the World

For international purchases outside the EU, the 90-day money-back guarantee specified in section 1 will apply.

Original customs charges, duties or import taxes are non-refundable, and if the return incurs customs charges, these will be deducted from the final refund.

4. Items Excluded from Returns

For legal, hygiene or health reasons, returns are not accepted for:

  • Perishable products (such as food, flowers or plants).
  • Intimate, sanitary, hygiene or personal care products whose seals have been broken.
  • Hazardous materials, flammable liquids or gases.
  • Personalised products or products made exclusively to order.
  • Gift cards or downloadable software products.

(Note: Items purchased during sales or promotions CAN be returned, provided they meet all other conditions of this policy).

5. Exchanges and Defective Products

Please check your order upon receipt. If the item is defective or damaged, contact us immediately at raggon8@gmail.com so that we can assess the issue and arrange a replacement at no cost to you.

If you wish to exchange an item that is in perfect condition for a different size or colour, the quickest method is to return the current item and make a separate new purchase.

6. Refunds

Once we have received and inspected your return, we will send you an email to notify you whether your refund has been approved or rejected.

If approved, the refund will be processed automatically and a credit will be applied to your credit card or original payment method within 10 business days.

If 15 business days have passed and you still have not received the money after checking your bank account and contacting your financial institution, email us at raggon8@gmail.com.