Cancellation, Return & Refund Policy
At Nuvane Oak, we work to process and fulfill orders accurately and on time. If there is an issue with your order, you may submit a return request within 60 days of delivery. Return requests are limited to fulfillment or shipping-related problems, such as receiving the wrong item, damage that occurred during transit, or a shipment confirmed lost by the carrier.
Return Eligibility
To qualify for a return request, all of the following conditions must be met:
- The item must be unused and in its original packaging
- You must provide a valid order confirmation or other proof of purchase
- The return request must be approved in advance
Items sent back without prior authorization will not be accepted.
Non-Returnable Items
The following items are not eligible for return or refund:
- Opened, used, or worn products
- Items included in promotions, bundles, buy-one-get-one offers, or orders with free gifts
- Customized or special-order items
- Products damaged due to misuse, improper handling, or normal wear after delivery
Return Process
To start a return request, please contact support@nuvaneoak.com and include your order number along with clear photo or video evidence of the issue. Approved returns require the customer to cover return shipping costs. If a return is approved, a 20% restocking fee will be deducted from the refund amount. Returned items are inspected upon receipt before any refund is finalized.
Refund Timeline
Once a returned item is received and approved after inspection, the refund will be issued to the original payment method. Refunds generally appear within 10 business days. If your refund has still not appeared after 15 business days, please contact support for assistance.
Order Cancellations & Changes
Orders may be canceled or modified within 6 hours of being placed in the system. This allows enough time for review before fulfillment begins. If a cancellation request is submitted after the first 6 hours, a 10% processing deduction may apply due to handling and preparation already underway. Once an order has shipped, it can no longer be canceled. If the item is no longer wanted, it must first be delivered and then reviewed under the return policy.
How to Request a Cancellation or Change
If you need to cancel or modify your order, please email support@nuvaneoak.com as soon as possible with your order number and a clear explanation of the requested change. Earlier requests have the best chance of being processed before shipment.
European Union 14-Day Cooling-Off Period
If you are located in the European Union, you may cancel or return your order within 14 days of delivery for any reason, provided that the item is unused, includes its original packaging, and is accompanied by proof of purchase.
Contact Us
For return, refund, replacement, cancellation, or order-change requests, please contact us at support@nuvaneoak.com. We aim to keep the process clear, fair, and straightforward.