Returns and Refunds Policy

Last Updated: 25/04/2025

Key Information

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

Introduction

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

If you have any questions or concerns about our return policy, please reach out to our support team at support@Nourvan.com. We’re here to guide 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. Approved returns are valid for 7 days following approval from our support team.

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

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

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

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

We encourage you to carefully review product descriptions and policies before purchasing. If you’re unsure about a product’s return eligibility, contact our support team at support@Nourvan.com before placing your order.

Return Process

Email Submission: To start a return, email our returns team at support@Nourvan.com with the following details:

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

We offer three 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 the returned item is inspected.
• Return Shipping Costs: Customers are responsible for return shipping fees, which vary based on our warehouse location in China. Contact your carrier for exact rates. We recommend using a tracked shipping 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 the returned item is inspected.
• Return Shipping Costs: Customers cover return shipping fees, which vary by carrier. With this option, you receive 120% of the item’s value as store credit, providing added 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.
• Fees: No additional fees apply.
• Processing: A replacement is shipped once we confirm the item is defective or incorrect.

Note: Do NOT return items to the address listed on the packaging, as they 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 the details.

Tracking for Secure Returns: To ensure efficient processing, please ship your return with a tracked 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. Customers are responsible for return shipping costs.

Processing Refunds, Exchanges, and Replacements

Refund to Original Payment Method: Once we receive and inspect your returned item, a 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 choose 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 after confirming a defective or incorrect product. We aim to deliver your replacement as quickly as possible.

Note: Processing times may vary depending on individual cases.

Damaged or Incorrect Items

If you receive a defective item, an item damaged during shipping, or an incorrect item due to our error, we’re here to assist. In these cases, we will provide a free replacement (no refunds offered).

Transit-Related Damage: If your order arrives with visible transit-related damage, notify us within 14 days. We will coordinate the return and send a replacement at no cost.

Incorrect Item (Our Error): If you receive an incorrect 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: Package the item carefully to prevent damage during transit.
• Return Shipping Costs: Customers are responsible for return shipping fees. We recommend using a tracked service and labeling the package as “RETURN” for smooth processing.

Policy Updates

Our return policy may be updated to better serve you and comply with regulations. We will notify you of changes via updates on our website, clearly marked with effective dates. Please review this policy regularly, especially before making a purchase, 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 may request a free reshipment within 15 days of notification.

Contact for Returns and Support

For any 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 to 48 hours, though response times may vary during peak periods. Thank you for choosing Nourvan — we’re committed to ensuring your satisfaction!