Refund policy
NUVYLIA — Refund & Return Policy
Last updated: [Insert Date]
At NUVYLIA, we want you to be satisfied with your purchase. If there is a problem with your order, please contact us so we can review the issue and help you with the appropriate solution.
This Refund & Return Policy applies to orders delivered within Pakistan.
1. Return Period
We offer a 7-day return period for eligible products.
You must contact us within 7 days of receiving your order if you believe your product qualifies for a return, replacement, or refund.
Requests made after the 7-day period may not be accepted, except where required by applicable law.
2. Eligible Returns
To be eligible for a return, the product must:
- Be unused and in its original condition
- Be in its original packaging
- Have all original labels, seals, and accessories where applicable
- Not have been damaged or altered by the customer
- Be accompanied by reasonable proof of purchase
Because NUVYLIA sells skincare and personal-care products, opened or used products generally cannot be returned for hygiene and safety reasons, except where the product is defective, damaged, incorrect, or otherwise qualifies for a remedy under applicable law.
3. Damaged, Defective, or Incorrect Products
Please inspect your order as soon as you receive it.
If you receive:
- A damaged product
- A defective product
- The wrong product
- A product that is materially different from what you ordered
- A package that appears to have been damaged during delivery
please contact us as soon as possible and preferably within 7 days of delivery.
To help us investigate the issue, we may ask you to provide:
- Your order number
- Photographs or videos of the product
- Photographs of the packaging
- A description of the problem
After reviewing the issue, we may offer an appropriate solution, which may include:
Replacement, refund, or another appropriate remedy, depending on the circumstances and applicable law.
4. Skincare & Hygiene Products
Because our products are skincare and personal-care products, we generally cannot accept returns of products that have been opened, used, or tampered with simply because the customer has changed their mind.
However, this restriction does not affect your rights concerning products that are defective, damaged, incorrectly supplied, or otherwise subject to a remedy under applicable law.
This distinction is important because an unopened skincare product and a defective skincare product should not be treated in the same way.
5. Products That Cannot Be Returned
We generally do not accept returns for:
- Opened or used skincare products
- Products with broken or removed seals, where applicable
- Products damaged after delivery due to improper handling or use
- Products returned without prior approval
- Products returned after the applicable return period
- Gift cards, where applicable
- Products purchased during a sale or promotional offer, unless the product is defective, damaged, incorrect, or a return/refund is otherwise required by applicable law
6. How to Request a Return
To request a return, contact us at:
Email: @gmail.com
Please include:
- Your full name
- Order number
- Product name
- Reason for the return
- Photographs or videos where relevant
Do not send a product back before contacting us.
We will review your request and provide instructions if the return is approved.
Products sent back without prior approval may not be accepted.
7. Return Shipping
If the return is required because:
- We sent the wrong product
- The product arrived damaged
- The product is defective
- There was an error on our part
we will provide appropriate instructions regarding the return and, where applicable, arrange or cover reasonable return delivery costs.
If a return is requested for another reason and we agree to accept the return, the customer may be responsible for the applicable return shipping costs.
8. Refunds
Once we receive the returned product, if a return is required, we will inspect it and notify you whether your refund has been approved.
If approved, the refund will be processed using the original payment method where reasonably possible.
The time required for the refunded amount to appear in your account may depend on your bank, payment provider, or other financial institution.
For Cash on Delivery (COD) orders, we may contact you to obtain the information reasonably necessary to process the refund.
9. Refund Amount
Where a refund is approved, the amount refunded will generally correspond to the amount paid for the eligible product.
Delivery charges may be treated separately depending on the reason for the return and the circumstances of the order.
Where the issue resulted from an error by NUVYLIA, such as sending the wrong product or a damaged/defective product, we will determine the appropriate refund or replacement in accordance with this policy and applicable law.
10. Exchanges
If you receive a damaged, defective, or incorrect product, please contact us rather than placing a new order immediately.
After reviewing your request, we may provide a replacement where appropriate and available.
For a simple change of preference, such as wanting a different product, an exchange may not be available because our products are skincare/personal-care items and hygiene considerations apply.
11. Order Cancellation
If you wish to cancel an order, contact us as soon as possible at:
We will try to accommodate cancellation requests made before the order has been dispatched.
Once an order has been dispatched, cancellation may no longer be possible and the order may instead be subject to the applicable return procedure.
12. Refused or Undelivered COD Orders
For Cash on Delivery orders, customers are expected to accept their orders once placed.
If an order is refused or repeatedly remains undelivered because of incorrect customer information, failure to respond to the courier, or refusal to accept the package without a valid reason, NUVYLIA may restrict or decline future COD orders.
This does not affect your rights where the product itself is defective, damaged, incorrect, or where another remedy is required under applicable law.
13. Consumer Rights
Nothing in this Refund & Return Policy is intended to remove or restrict any rights that you may have under applicable Pakistani consumer-protection laws.
Where applicable law provides a consumer with a right or remedy that differs from this policy, the applicable legal requirement will prevail.
For example, consumer-protection legislation can apply to online transactions, and applicable Pakistani law may provide remedies concerning defective products.
14. Questions About Returns or Refunds
If you have any questions about our Refund & Return Policy, please contact us:
NUVYLIA
Email: @gmail.com
Country: Pakistan
We will review your request and respond as soon as reasonably possible.