Refund policy
Return & Refund Policy
Nuivora Last Updated: May 2026
This Return & Refund Policy ("Policy") governs all purchases made through Nuivora's website and applies to all customers. By placing an order with Nuivora, you acknowledge that you have read, understood, and agreed to the terms outlined below. Please review this Policy carefully prior to completing your purchase.
1. Return Eligibility
Nuivora offers returns on select eligible products within 14 days of delivery, subject to the conditions below.
To qualify for a return, the following conditions must be met in full:
- The product must be unused, unworn, and in its original, resalable condition.
- The product must be returned with all original packaging, tags, and accessories included.
- Valid proof of purchase (order confirmation or invoice) must be provided.
- The return must be pre-approved by Nuivora prior to shipment (see Section 8).
Nuivora reserves the right to refuse any return that does not meet the above conditions, or that falls under the exclusions listed in Section 9.
2. Non-Returnable Products
The following categories of products are not eligible for return, exchange, or refund under any circumstances, except where a valid Replacement Claim applies under Section 4:
- Change of mind, buyer's remorse, or no longer wanting the product
- RC Jets, RC Cars, RC Drift Cars, RC Boats, RC Aircraft
- Toy Drones and Hobby & Novelty RC Products
- Electronic Toys and toy-grade electronic products
- Personalized, engraved, or custom-made products
- Gift Cards
- Sale and Clearance items
- Digital and downloadable products
- Personal care items
- Perishable goods
- Hazardous materials
All applicable products are quality-checked and functionally tested prior to dispatch. Nuivora does not accept returns based on a change of preference, incorrect product selection by the customer, or dissatisfaction unrelated to a manufacturing or shipping defect.
3. Order Cancellations
Orders may be cancelled or modified only prior to dispatch. Once an order has been dispatched, it cannot be cancelled, modified, or intercepted, and all sales become final at that point. No refunds will be issued for cancellation requests received after dispatch, except where a valid Replacement Claim applies under Section 4.
4. Replacement Policy (Within 48 Hours of Delivery)
A replacement will be considered only where one of the following applies:
- You received the wrong product.
- The product was damaged in transit.
- Parts or accessories are missing due to a shipping error.
To be eligible, the following conditions must both be satisfied:
- The issue is reported to Nuivora within 48 hours of delivery.
- A valid, unedited unboxing video is submitted in accordance with Section 5.
Upon verification, Nuivora may, at its sole discretion, provide:
- A replacement product;
- Replacement parts; or
- Store credit, where applicable.
A monetary refund will be issued only in cases where a replacement cannot reasonably be provided.
5. Mandatory Unboxing Video Requirement
To maintain a fair, transparent, and verifiable claims process, an unedited unboxing video is required for every order, regardless of product category or issue type.
The video must meet all of the following requirements:
- Recording must begin before the package is opened.
- The shipping label must be clearly visible.
- The entire unboxing process must be recorded continuously, without interruption.
- The product and all included accessories must be clearly shown.
- The recording must contain no cuts, edits, pauses, or splices.
This requirement applies to all claims involving:
- Damaged products
- Defective products
- Incorrect products
- Missing parts or accessories
- Transit-related damage
Claims submitted without a valid, unedited unboxing video will not be accepted under any circumstances. No unboxing video means no eligibility for replacement, return, or refund.
6. Damaged, Defective, or Incorrect Products
Customers are responsible for inspecting all orders promptly upon delivery. If your order arrives damaged, defective, incorrect, or incomplete, you must notify Nuivora within 48 hours of delivery at support@nuivora.com, together with the required unboxing video. Requests submitted after this window may not be eligible for resolution.
7. Personalized and Custom Products
Personalized, engraved, or made-to-order items — including but not limited to Memory Sphere products, personalized video gifts, photo products, custom engraved items, and special orders — cannot be cancelled, returned, or refunded once production has commenced. Customers are strongly advised to verify all personalization details prior to submitting an order.
8. Return Authorization
All returns require prior written approval from Nuivora before the item is shipped back. Returns sent without prior authorization will not be accepted and will not be eligible for refund or replacement. To request authorization, contact our support team using the details in Section 11.
9. Shipping Delays
All delivery dates provided are estimates only and are not guaranteed. Nuivora is not liable for delays resulting from courier operations, adverse weather, customs processing, public holidays, or other operational disruptions beyond our reasonable control. No refunds or cancellations will be issued on the basis of delivery delays alone.
10. Refund Terms
Where a return or replacement claim is approved and the returned item has been received and inspected:
- Refunds, where applicable, will be issued to the original method of payment.
- Where a refund is approved at Nuivora's sole discretion, outside the standard Replacement Policy outlined in Section 4, a non-refundable processing and handling fee of 5% of the order value will be deducted, covering payment gateway charges and order handling costs already incurred.
- Approved refunds are typically processed within 10 business days. Additional time may be required by your bank or card issuer to reflect the refund.
- If more than 15 business days have elapsed since approval without funds being received, please contact our support team.
11. European Union Customers
Where required under applicable law, customers within the European Union may be entitled to exercise statutory cancellation rights. This provision does not extend to personalized or custom-made products, or to any other exclusions permitted under applicable law, as outlined in this Policy.
12. Contact Us
For all return, replacement, or refund inquiries, please contact our support team:
Nuivora Support Team Email: support@nuivora.com Phone: +91 01169290758
Return Address: Nuivora Judges Avenue, Kaloor Ernakulam, Kerala 682018 India
Returns sent without prior approval will not be accepted.