Return and Refund Policy

Last Updated: 04/07/2025

Important Information:

• 14-day return period
• 7 days for refund processing
• No restocking fees (except for unclaimed orders)
• Shipping insurance costs are non-refundable

Introduction:
At Nourvan, we are committed to providing high-quality products and an exceptional shopping experience. We understand that returns may sometimes be necessary, and our return policy is designed to be clear, fair, and straightforward for our valued customers.

If you have any questions or concerns about our return policy, feel free to contact our support team at support@Nourvan.com. We’re here to assist you every step of the way.

Please review the policy below to fully understand our return process.

Return Conditions:
Timeframe: Customers must contact us within 14 days of the delivery date to initiate a return. Returns are valid for 7 days after approval by our support team.

Eligible Items: Products must meet the following conditions to qualify for a return:

• The product must be in new and unused condition.
• It must be returned in its original packaging.
• All tags and accessories included with the product must be intact and included in the return.
• The product must show no signs of wear, damage, or alterations.

Non-Returnable Items: Due to hygiene and safety reasons, the following items cannot be returned:

• Underwear, including bras and briefs.
• Cosmetics and skincare products.
• Personalized or custom-made items.
• Items explicitly marked as non-returnable in the product description.
• Any product that does not meet the above criteria.

We recommend reviewing product descriptions and policies before making a purchase. If you have questions about a product’s return eligibility, contact our support team at support@Nourvan.com prior to buying.

Return Process:
Email Submission: Send an email to our return team at support@Nourvan.com with the following details:

• Your order number (e.g., #1234).
• The email address used for your purchase.

We offer 3 return options:

Option 1: Refund to Original Payment Method

• Requirements: The item must be returned and received at our warehouse.
• Processing Time: Refunds are processed within 7 business days after inspection of the returned item.
• Return Costs: Return shipping costs are the customer’s responsibility and may vary due to our warehouse location in China. Contact your courier for exact rates. We recommend using a track-and-trace service for secure delivery.

Option 2: Store Credit (120% Value)

• Requirements: The item must be returned to our warehouse.
• Processing Time: Store credit is issued immediately after inspection of the returned item.
• Return Costs: Return shipping costs are the customer’s responsibility and vary by courier rates. With this option, you receive 120% of the item’s value as store credit, offering extra value for your return.

Option 3: Replacement for Defective or Incorrect Items

• Requirements: Provide photos of the damaged or incorrect item.
• Return Request: No need to return the original item in this case.
• Costs: No additional costs apply.
• Processing: A replacement is sent once we confirm the item is defective or incorrect.

Note: Do NOT return items to the address on the packaging, as these will not be accepted. We will provide the correct return address via email.

Return Shipping:
We apologize for any inconvenience caused by returning items to our warehouse in China. To ensure a smooth process and maximum customer satisfaction, please send all returns to our designated return address in China.

Return Address Notification:
We will provide the specific return address once your return request is approved. You’ll receive a confirmation email with details.

Tracking for Secure Returns:
To ensure efficient processing, please ship your return with a tracking service. This allows us to monitor its progress and confirm safe arrival.

Note: We are not obligated to issue a refund until the item is received at our warehouse. The responsibility for return shipping lies with the customer.

Processing Refunds, Exchanges, and Replacements:
Refund to Original Payment Method:
Once we receive and inspect your returned item, the refund will be initiated to your original payment method. Depending on your bank’s processing time, it may take up to 7 business days to appear in your account.

Store Credit:
If you opt for store credit, it will be issued immediately after we confirm and inspect the return. Use it for future purchases on our website.

Replacement:
For approved replacements, the new item will be shipped immediately upon confirmation of a defective or incorrect product. We aim to deliver your replacement as quickly as possible.

Note: Processing timelines may vary depending on individual cases.

Damaged or Incorrect Items:
If you receive a defective item, one damaged during shipping, or an incorrect item due to our error, we’re here to help. In such cases, we’ll provide a free replacement (no refunds offered).

Shipping Damage:
If your order arrives with visible shipping damage, notify us within 14 days. We’ll coordinate the return and send a replacement at no cost.

Incorrect Item (Our Error):
If you receive the wrong item due to our mistake, we apologize for the inconvenience. Contact support@Nourvan.com for instructions, and we’ll send the correct item promptly.

We may request photos or details to process replacements efficiently.

Customer Responsibilities:
When using our return process:

• Secure Packaging: Pack the item carefully to prevent damage during transit.
• Return Shipping Costs: Customers are responsible for return shipping fees. We recommend using a track-and-trace service and labeling the package as “RETURN” for smooth processing.

Policy Updates:
Our return policy may evolve to better serve you and comply with regulations. We’ll notify you of changes via updates on our website, clearly marked with effective dates. Please review this policy regularly, especially before purchasing, to stay informed. Continued use of our services after updates implies acceptance of the revised terms.

Unclaimed or Refused Orders:
If a delivery is refused or unclaimed, it will be returned to our warehouse. In such cases, we offer a partial refund of 75% of the order value (minimum £20), with 25% retained as a restocking fee. Alternatively, customers can request free reshipping within 15 days of notification.

Contact for Returns and Support:
For questions, concerns, or to initiate a return, contact our dedicated support team:

• Email: support@Nourvan.com
• Customer Service Hours:
  Monday to Friday: 8:00 AM – 6:00 PM
  Saturday and Sunday: 10:00 AM – 4:00 PM

We aim to respond within 24-48 hours, though response times may vary during peak periods. Thank you for choosing Nourvan—we’re committed to your satisfaction!