Refund policy
# RETURNS, REFUNDS, EXCHANGES & PROMOTIONS POLICY
**Núvia**
At Núvia, we want every step of your experience with us to feel simple, transparent, and worry-free.
This policy establishes the guidelines regarding returns, refunds, exchanges, defective products, and orders placed under promotional offers, including Buy 1, Get More promotions.
Our goal is to provide clear and consistent information so you always know what to expect when shopping with Núvia.
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## 1. RETURN REQUEST TIMEFRAME
Customers have **30 calendar days from the delivery date** of their order to request a return, exchange, or report an issue with a product.
To be eligible for a return or exchange, the item must:
* Be unworn and unused;
* Be in its original condition, without damage or signs of wear;
* Include all original tags, accessories, and packaging.
Items that do not meet these conditions may not be eligible for a return or exchange.
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## 2. PROMOTIONAL ORDERS — BUY 1, GET MORE
From time to time, Núvia may offer special promotions such as **Buy 1, Get 1** or **Buy 1, Get More**.
Under these promotional offers:
* One item is purchased at the advertised price;
* Additional promotional items are included at no additional charge as part of the offer;
* Complimentary promotional items do not have a separate purchase price.
Because of the nature of these promotions:
* Standard warranty coverage applies to the purchased item;
* Complimentary items are not eligible for individual refunds;
* A customer may not request a full promotional-order refund while retaining the complimentary items.
### Promotional Order Returns
For promotional orders:
* To request a full refund or store credit, all items included in the promotion must be returned together;
* Returning only a complimentary item does not qualify the order for a refund or store credit;
* Promotional items may be eligible for an exchange for the same product in another available size or color, subject to availability;
* Replacement quantities are subject to the limitations described in this policy.
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## 3. DEFECTIVE PRODUCTS
### 3.1 DEFECT IN THE PURCHASED ITEM
If the purchased item is confirmed to have a manufacturing defect, Núvia will review the case and provide an appropriate resolution.
The standard resolution is:
* Replacement of the affected purchased item with the same product at no additional product cost.
If a replacement is unavailable or another resolution is appropriate, Núvia may offer:
* A refund corresponding to the eligible amount paid for the affected item; or
* Store credit equivalent to the eligible amount paid for the affected item.
For promotional orders, replacement quantities may be limited to one replacement item per eligible claim.
### 3.2 ISSUES WITH COMPLIMENTARY PROMOTIONAL ITEMS
If an issue affects only a complimentary item included as part of a Buy 1, Get More promotion:
* Complimentary items are not eligible for an individual monetary refund because no separate purchase price was paid for them;
* Núvia may review the circumstances and determine an appropriate solution on a case-by-case basis;
* Depending on the situation and product availability, Núvia may choose to offer an exchange, replacement, or another commercial solution.
Any goodwill solution offered in these circumstances does not necessarily establish an obligation or precedent for future orders.
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## 4. RETURNS DUE TO PERSONAL PREFERENCE
We understand that sometimes a product simply isn't the right fit.
Personal-preference requests may include:
* Change of mind;
* Not liking the product;
* Expectations not being met;
* Preference for another style, size, or color.
For orders placed under promotional offers, the promotion must be considered as a whole when determining the eligible refund.
Customers requesting a full refund for a promotional order may be required to return all products received as part of that promotion, including complimentary items.
Complimentary promotional items cannot be individually refunded for cash value.
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## 5. REFUNDS
When a refund is approved:
* Refunds are calculated based on the eligible amount actually paid for the returned merchandise;
* Original shipping charges are generally non-refundable, except where required by applicable law;
* Refunds are issued to the original payment method;
* Approved refunds are typically processed within **7–10 business days** after approval and, where applicable, inspection of the returned merchandise.
Once Núvia processes the refund, additional processing time may be required by your bank, card issuer, or payment provider.
This processing time is outside Núvia's control.
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## 6. RETURN SHIPPING
Unless otherwise required by applicable law or confirmed by Núvia Customer Care:
* Customers are responsible for return shipping costs;
* Núvia does not automatically provide prepaid return labels;
* Customers should use a shipping method that provides valid tracking information.
Núvia cannot guarantee receipt of returned packages shipped without valid tracking information.
If a return is related to a confirmed manufacturing defect or incorrect item, different return-shipping arrangements may apply.
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## 7. REPLACEMENT LIMITATIONS
For promotional orders:
* Eligible replacement claims may be limited to one replacement item per order;
* Complimentary promotional products do not automatically entitle the customer to multiple replacement shipments;
* All replacements remain subject to product and size/color availability.
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## 8. ALTERNATIVE CUSTOMER CARE SOLUTIONS
We want every Núvia experience to end on a positive note.
In certain situations, our Customer Care team may offer an alternative solution to make things easier for the customer and avoid an unnecessary return.
Depending on the circumstances, this may include:
* One alternative product selected by the customer, subject to availability, at no additional product cost;
* Allowing the customer to keep the originally received product without requiring a return.
These alternative solutions are offered at Núvia's discretion and:
* Do not automatically create a right to a monetary refund;
* Do not constitute acknowledgment that the original product was defective;
* May not be available for repeated, fraudulent, or abusive claims;
* Are generally limited to one additional item per eligible order.
If the customer accepts an alternative resolution, that solution may be considered the final resolution of the specific claim, subject to applicable consumer law.
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## 9. HOW TO CONTACT US
Need help? We're here for you.
To request a return, exchange, refund, or report an issue with your order, please contact **Núvia Customer Care**:
📧 **support@nuvia.com.br**
Please include:
* Your full name;
* Your order number;
* The email address used to place the order;
* A clear description of your request;
* Photos or videos of the product, when relevant.
Providing this information helps our team review your request as quickly as possible.
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## POLICY UPDATES
Núvia may update this policy periodically to reflect changes in our operations, promotions, or applicable requirements.
Any updates will become effective when the revised policy is published on our website, subject to applicable law.
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# ABOUT NÚVIA
At Núvia, we believe **life feels better when your feet are happy.**
We create lightweight, comfortable clogs designed to bring more freedom, ease, and joy into everyday life.
From busy mornings to spontaneous adventures, Núvia is made to move with you — wherever the day takes you.
**Walk light. Feel good. Spread joy.**
**Núvia — Joy in Every Step.**
