Refund policy

Return & Refund Policy

At NURVA MARKET, we want customers to receive products that match the product description and arrive in good condition. Returns, refunds, and replacements are reviewed according to our store policy and the policy of our supplier/fulfilment partner.

1. Return and Refund Eligibility

A return, refund, or replacement request may be accepted if:

  • The item arrives damaged

  • The wrong item is delivered

  • The item is defective

  • The item is significantly different from the product description

  • A required part or accessory is missing from the package

To review the issue, customers must contact us with their order details and clear photos or videos of the product, packaging, and issue.

2. Non-Returnable Cases

Returns, refunds, or replacements may not be accepted if:

  • The customer changes their mind after receiving the product

  • The product has been used, damaged, or altered by the customer

  • The product is returned without original packaging where required

  • The customer provides an incorrect or incomplete delivery address

  • The customer refuses to receive the order without a valid product issue

  • The item is damaged due to misuse, improper handling, or normal wear and tear

  • The request is made after the allowed review period set by our fulfilment partner

3. How to Request a Return, Refund, or Replacement

To request support, please contact us through our Contact page with:

  • Your full name

  • Order number

  • Phone number used during checkout

  • Product name

  • Clear photos or videos of the issue

  • A short explanation of the problem

Our team will review the case and may request additional details before approving a return, refund, or replacement.

4. Damaged, Incorrect, or Defective Items

If your item arrives damaged, incorrect, defective, or significantly different from the product description, please contact us as soon as possible after delivery.

Once the issue is reviewed and approved, we may offer one of the following solutions:

  • Replacement of the item

  • Refund, where applicable

  • Store credit, where applicable

  • Another solution based on the supplier/fulfilment partner policy

5. Return Shipping

Return shipping approval depends on the reason for the return and the policy of our supplier/fulfilment partner.

If the issue is caused by a damaged, incorrect, or defective item, return handling will be reviewed by our team and fulfilment partner. If the return is not approved or does not meet the policy conditions, the customer may not be eligible for a refund or replacement.

6. Refund Processing

Approved refunds will be processed according to the original payment method or another approved method, depending on the order type and payment method used.

Refund processing time may vary depending on the payment provider, bank, fulfilment partner, and review process.

7. Cash on Delivery Orders

For Cash on Delivery orders, refund handling may depend on the fulfilment partner’s process. Approved refunds may require customer confirmation details before processing.

8. Order Cancellation

Orders can only be cancelled before they are confirmed, packed, or dispatched. Once an order has been shipped, cancellation may not be possible.

If you need to cancel an order, contact us as soon as possible with your order number and phone number.

9. Refused Deliveries

If a customer refuses delivery without a valid product issue, the order may not be eligible for refund, replacement, or future Cash on Delivery service.

10. Contact Us

For return, refund, or replacement support, please contact us through our Contact page and include your order number, product name, phone number, and clear photos or videos of the issue.

NURVA MARKET
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