REFUND & RETURNS POLICY

Last updated: July 2026

1. Overview

At Nuvale, we want you to be completely satisfied with your purchase. If something isn't right with your order, we'll do our best to resolve the issue.

Please read this Refund & Returns Policy carefully before making a purchase.

2. Return Eligibility

You may request to return an item within 30 days of receiving your order, provided that:

• The item is unused and in its original condition

• The item is returned in its original packaging with all accessories, components, and documentation included

• You have valid proof of purchase, such as your order confirmation

The following items may not be eligible for return:

• Items that have been used, altered, or damaged after delivery

• Items returned outside of the 30-day return period

• Items specifically marked as final sale or non-returnable, where permitted by applicable law

Nothing in this policy is intended to limit any rights you may have under applicable South African consumer protection laws.

3. How to Request a Return

To request a return, please contact us within 30 days of receiving your order:

Email: support@nuvale.co.za

Please include:

• Your order number

• The item you wish to return

• The reason for the return

• Photos or videos of the item where it is damaged, defective, or incorrect

We aim to respond to return requests within 1–2 business days with further instructions.

Please do not send an item back before receiving return instructions from us.

4. Return Shipping

If you receive an item that is defective, damaged, or incorrect, Nuvale will cover the reasonable return shipping cost where applicable.

For eligible change-of-mind returns, the cost of returning the item is generally the customer's responsibility.

We recommend using a trackable shipping method when returning an item. Nuvale cannot accept responsibility for return parcels lost in transit before they are received by us.

5. Refunds

Once we receive and inspect your returned item, we will notify you of the outcome of your return.

If approved:

• Your refund will be issued to your original payment method

• We aim to process approved refunds within 5–7 business days

• Your bank or payment provider may require additional processing time before the funds appear in your account

Where a return does not meet the requirements of this policy, we will contact you and explain the reason.

6. Exchanges

If you receive a defective, damaged, or incorrect item and would prefer a replacement instead of a refund, please let us know when contacting us.

Where appropriate and stock is available, we will arrange a replacement.

If a replacement is unavailable, we may offer a refund instead.

7. Damaged, Defective or Incorrect Items

If your order arrives damaged, defective, or you receive the incorrect item, please contact us as soon as reasonably possible after delivery.

For the fastest assistance, we recommend contacting us within 48 hours of delivery and providing photos or videos clearly showing the issue.

Once the issue has been assessed, we will arrange an appropriate solution, which may include a replacement, repair, or refund depending on the circumstances and your rights under applicable law.

8. Non-Delivery

If your order has not arrived within the estimated delivery period, please contact us at support@nuvale.co.za.

We will investigate the delivery with the relevant courier.

If your parcel is confirmed as lost in transit, we will arrange an appropriate resolution, which may include sending a replacement or issuing a refund.

9. Contact Us

For any questions regarding refunds, returns, damaged products, or exchanges, please contact us:

Nuvale
Gauteng, South Africa
Email: support@nuvale.co.za
Website: www.nuvale.co.za