Refund Policy

Last updated: 6 July 2026

At Nuovivo we want you to be completely happy with your purchase. This Refund Policy explains when and how you can cancel an order, return an item, and receive a refund. Nuovivo is operated by LUMANA COMMERCE LTD (company number 17207645, VAT number 324111065), 2 Frederick Street, London, WC1X 0ND, United Kingdom.

Order Cancellations

If you need to cancel your order, please email us at support@nuovivo.store within 12 hours of placing it. Once an order has entered processing or been dispatched, it can no longer be cancelled, but you may still return it under the terms below.

Return Window

You have 30 days from the date your order is delivered to request a return. To be eligible, items must be unused, in the same condition you received them, and in their original packaging. UK and EU customers also benefit from a 14-day cooling-off period under consumer law, which applies in addition to this policy.

How to Start a Return

To begin a return, email support@nuovivo.store with your order number and the reason for your return. Our team will review your request and send you clear instructions, including the return address. Please do not send items back before receiving these instructions.

Damaged, Defective or Incorrect Items

If your item arrives damaged, defective, or incorrect, please contact us at support@nuovivo.store within 48 hours of delivery with photos or a short video showing the issue. We will arrange a free replacement or a full refund, including any return shipping costs, at no charge to you.

Non-Returnable Items

For hygiene and safety reasons, certain items cannot be returned unless faulty, including:

Personal care and grooming devices that have been used or unsealed
Gift cards
Items marked as final sale or clearance

Refunds

Once we receive and inspect your returned item, we will email you to confirm whether your refund has been approved. Approved refunds are processed to your original payment method within 5–10 business days. Please note that your bank or card provider may take additional time to post the refund to your account.

Return Shipping Costs

Unless the item is faulty, damaged, or incorrect, you are responsible for the cost of return shipping, and original shipping charges are non-refundable. We recommend using a trackable shipping service, as we cannot guarantee that we will receive your returned item.

Late or Missing Refunds

If you have not received a refund you were expecting, first check your bank account again, then contact your card provider or bank, as processing times vary. If you have done this and still have not received your refund, please contact us at support@nuovivo.store.