Refund Policy
Returns & Refund Policy
At NUVTO, we inspect items before dispatch and want every order to arrive in good condition. If something is not right, contact us and we will help.
14-Day Return Window
You have 14 days from delivery to request a return for eligible items. For change-of-mind returns, items must be unopened, unused, in their original packaging and in the same condition you received them.
This policy does not affect your statutory rights if an item is faulty, damaged, not as described or incorrect.
How to Initiate a Return
Email [email protected] with your order number, the item you would like to return and the reason for return. Please wait for our return instructions before sending anything back. Once we have confirmed the return, send the item to: Nuvto, 63 Barking Industrial Park, Barking, IG11 0TJ, United Kingdom.
Refund Process
Once we receive and inspect your returned item, we will confirm whether the refund has been approved. Approved refunds are processed to your original payment method, usually within 5-10 business days after approval.
Damaged, Defective or Incorrect Items
If your item arrives damaged, defective or incorrect, email us with your order number and clear photographs of the product and packaging. Reporting delivery damage quickly helps us resolve courier issues, but this reporting request does not remove or limit your statutory rights for faulty goods.
Non-Returnable Items
For hygiene, safety or customisation reasons, some items cannot be returned for change of mind unless faulty:
- Items marked as final sale
- Personalised or custom-made items
- Items that have been opened, used or assembled
- Items not returned in their original condition and packaging
These exclusions do not affect your statutory rights if an item is faulty, damaged, not as described or incorrect.
Return Shipping
Return shipping costs are the customer’s responsibility for change-of-mind returns. If the item is damaged, defective or incorrect, contact us before returning it so we can confirm the next step.
Exchanges
We do not offer direct exchanges. If you would like a different item, return the original item where eligible and place a new order.
Contact Us
For return or refund questions, email [email protected].
Last updated: 11 August 2026