Refund policy
Refund & Return Policy
Last Updated: September 2026
Refund & Return Policy
At Nuvella Travel, customer satisfaction is our priority. We want every customer to enjoy a smooth and reliable shopping experience.
If you are not completely satisfied with your purchase, you may request a return or refund according to the terms outlined below.
1. Return Eligibility
Customers may request a return within:
30 days after receiving the order
To be eligible for a return:
- The item must be unused.
- The item must be in original condition.
- The item must include original packaging.
- Proof of purchase must be provided.
Products that have been:
- Used
- Washed
- Damaged
- Modified
- Missing original packaging
may not qualify for return approval.
2. Products Not Eligible for Return
Due to hygiene considerations, some products cannot be returned after opening or use.
Non-returnable items include:
- Opened disposable towels
- Opened disposable face towels
- Used personal travel products
- Products damaged due to improper use
We recommend checking product details carefully before opening packaging.
3. Return Request Process
To request a return, please contact our customer support team:
Email:
Please include:
- Order number
- Customer name
- Email address used for purchase
- Reason for return
- Photos or videos if the item is damaged or incorrect
Our team will review your request within:
1–3 business days
4. Return Shipping
Customers are responsible for return shipping costs unless:
- The wrong product was sent.
- The product arrived damaged.
- The product has a confirmed manufacturing defect.
Returned packages should include tracking information.
Nuvella Travel is not responsible for packages lost during return shipping without tracking.
5. Refund Process
Once your return is received and inspected, we will notify you of the refund approval status.
Approved refunds will be processed within:
5–10 business days
Refunds will be issued to the original payment method.
Please note:
Your bank or payment provider may require additional processing time.
6. Damaged or Incorrect Orders
If your order arrives damaged or you receive an incorrect item, please contact us within:
7 days after delivery
Please provide:
- Order number
- Photos of the product
- Description of the issue
We will review the case and provide an appropriate solution.
7. Order Cancellation
Orders may be cancelled within:
12 hours after purchase
After an order has entered processing or shipment preparation, cancellation may no longer be possible.
8. Contact Information
Nuvella Travel
Email:
Address:
15164 W VENTURA ST
SURPRISE, AZ 85379
United States