Return & Refund Policy

Last updated: August 2, 2026

At Nuvena, every system is built for a full protocol — and our guarantee runs the full protocol too. We keep this policy in plain English because you should not need a lawyer to understand a refund.

1. The 90-Day Nuvena Guarantee

If you are not satisfied with your purchase for any reason, you may request a refund within 90 days of the delivery date. This applies whether the product is unopened, opened, or completely finished. We would rather you try the system properly, for its full protocol length, than worry about the receipt.

2. What the guarantee covers

• The guarantee applies to your first purchase of each Nuvena product, limited to one claim per product per customer and household.
• For multi-unit purchases (for example, a Twin Pack or a 90-Day Protocol), the guarantee covers the full purchase, but we may ask you to return any unopened units — with a prepaid return label that we provide. You will never pay return shipping for a guarantee claim.
• Original standard shipping charges, if any, are refunded when the return is due to our error, and for first-claim guarantee refunds.
• The guarantee applies only to purchases made on shopnuvena.com. Products purchased through marketplaces or other websites are not sold by us, may not be authentic, and are not covered.

3. How to request a refund

1. Email help@shopnuvena.com from the email address used on your order.
2. Include your order number and, if you are willing, a sentence or two about what did not work for you. Feedback is optional — but it is read by the people who formulate the products, and it genuinely shapes what we build.
3. Our team responds within 24–48 hours, Monday to Friday, and confirms your refund or, where applicable, sends a prepaid return label and instructions.

4. Refund timelines

• Approved refunds are issued to your original payment method within 5–10 business days.
• Your bank or card issuer may take an additional 5–10 business days to post the credit to your statement.
• You will receive a confirmation email when the refund is issued.

5. Returning unopened items

Where we request a return of unopened units, please ship them within 14 days of receiving your prepaid label, in their original packaging. Items should be unopened with seals intact. Returns without prior authorization may not be identifiable to your order — always email us first.

6. Damaged, defective, or incorrect orders

Please inspect your order when it arrives. If anything is damaged, defective, or not what you ordered:

• Email us within 30 days of delivery with your order number and a photo of the issue.
• We will ship a replacement at no cost, or refund you — your choice. No return is required for damaged or incorrect items.

7. Order changes and cancellations

You may cancel or change an order at any time before it ships (orders typically ship within 1–2 business days). Email us as soon as possible with your order number. Once an order has shipped it can no longer be cancelled — but the 90-Day Guarantee applies from the day it is delivered.

8. Subscriptions

When subscription options are offered:

• Your first subscription order is covered by the 90-Day Guarantee like any first purchase.
• Subsequent refill shipments are not refundable once they have shipped — but you can cancel, pause, or change your subscription at any time up to 24 hours before your next billing date, through your account or by emailing us.
• If a refill charge goes through before you meant to cancel, email us within 48 hours of the charge and before the order ships, and we will cancel and refund it in full.

9. Late or missing refunds

If a confirmed refund has not appeared: first re-check your bank account or card statement, then contact your card issuer (posting can take several business days), then your bank. If it still has not appeared after 10 business days from our confirmation, email us and we will chase it with our payment processor.

10. Exchanges

The fastest way to exchange a defective item for the same product is to email us — we ship the replacement without waiting for anything to come back. We do not offer cross-product exchanges; request a refund under the guarantee and place a new order instead.

11. Gift orders

If your Nuvena product was a gift and you have the order number, we can issue a refund as store credit to you rather than back to the buyer's card. The original purchaser is not notified.

12. Fair use and limitations

We screen refund requests for fraud and abuse, and we reserve the right to decline requests that show a pattern of abuse (for example, repeated claims across orders, addresses, or payment methods, or purchases made for resale). Products purchased for resale or through unauthorized channels are excluded from this policy. Nothing in this section limits any right you have under applicable consumer law.

13. A note on chargebacks

Please contact us before opening a dispute with your bank — our guarantee is broader and faster than the chargeback process, and a quick email resolves almost everything.

14. Contact

Email: help@shopnuvena.com (a human reads every message)
Support hours: Monday–Friday, 9am–5pm ET. We aim to answer every email within one business day.