Returns, Refunds and Cancellation Policy

3.1 Eligibility for a free return

Nurvishop offers a free return for eligible Goods when the return request is submitted within 14 calendar days after delivery. To qualify, the Goods must:

• be new, unused, unwashed, uninstalled and undamaged;
• be returned in the original packaging, with that packaging undamaged;
• include every part, component, accessory, manual, label and item originally supplied;
• not show odour, stains, wear, assembly marks, installation marks or other signs of use; and
• not fall within a lawful return exception described below.

Where mandatory consumer law grants a statutory right of withdrawal, reasonable inspection comparable to inspection in a physical shop is permitted. Handling beyond that level may result in a deduction for diminished value rather than an automatic loss of rights, where required by law.

3.2 How to request a return

• Email info@nurvishop.com within 14 calendar days after delivery.
• Provide the Order number, item to be returned and reason for the request. A reason is not required where a statutory no-fault withdrawal right applies, but it helps us improve.
• Wait for return instructions and the approved free-return method before sending the Goods.
• Pack the Goods securely with all original contents and follow the carrier instructions.
• Retain the dispatch receipt or tracking confirmation until the refund is completed.

Unauthorised or cash-on-delivery returns may be refused where permitted by law because they may create avoidable charges or cannot be identified safely.

3.3 Return address

Approved returns must be sent as instructed to:

Do not deliver Goods in person without prior written agreement.

3.4 Free return method

For an eligible return, Nurvishop will provide an approved prepaid return method or otherwise arrange or reimburse reasonable standard return transport as instructed. Premium, expedited or self-selected services are not reimbursable unless approved in advance or required by law.

Large, fragile or installation-related items, including doors, mirrors, ceiling fans or blinds, may require a scheduled collection or special packaging instructions.

3.5 Deadline for sending Goods back

After a timely return request, send the Goods back without undue delay and within any deadline stated in the return instructions. Where a statutory EEA withdrawal right applies, Goods should generally be sent no later than 14 days after the withdrawal notice, unless we collect them.

3.6 No ordinary returns after 14 days

Nurvishop does not accept change-of-mind or ordinary commercial returns requested after 14 calendar days from delivery. This rule does not limit rights relating to latent defects, lack of conformity, product safety, incorrect Goods or another remedy that cannot legally be excluded.

3.7 Return exceptions

To the extent permitted by applicable law, a change-of-mind return may be unavailable for:

• Goods made to the customer’s specifications or clearly personalised;
• sealed Goods that are not suitable for return for health-protection or hygiene reasons once the seal has been broken;
• Goods that deteriorate or expire rapidly;
• Goods inseparably mixed with other items after delivery;
• Goods damaged through misuse, improper installation, neglect or failure to follow instructions; and
• any other category lawfully exempt from a withdrawal right and clearly disclosed before purchase.

Bedding, pillowcases, towels, bath mats, sponges and similar items are not automatically non-returnable. A hygiene exception applies only where the item was appropriately sealed, is genuinely unsuitable for return once unsealed and applicable law permits the exclusion.

3.8 Refund amount

For an accepted return, we refund the purchase price paid for the returned Goods. Where a statutory withdrawal right applies, we also refund the standard outbound delivery charge to the extent required by law. Any additional amount paid for expedited or premium delivery is not refundable unless required by law or the delivery service was not provided.

A lawful deduction may be made for diminished value caused by handling beyond what was necessary to inspect the Goods. Missing components, damaged packaging or damage to the Goods will be assessed fairly and only to the extent permitted by law.

3.9 Refund timing and method

Refunds are made to the original payment method. We process refunds without undue delay after approving the return. Where a statutory withdrawal right applies, we may withhold the refund until we receive the Goods or the customer provides evidence of return, whichever occurs first, as permitted by law.

Banks and card issuers may take additional time to display a completed refund. Currency-conversion differences and issuer fees are outside Nurvishop’s control.

3.10 Order cancellation before dispatch

Contact info@nurvishop.com as soon as possible to request cancellation. If the Order has not entered irreversible processing or dispatch, we will cancel it and refund the payment. If dispatch cannot be stopped, the customer must follow the return procedure after delivery.

3.11 Damaged, incorrect or defective Goods

The 14-day change-of-mind conditions do not replace statutory remedies for Goods that are damaged, incorrect, unsafe or non-conforming. Contact us promptly with the Order number, description and photographs where reasonably available. Do not discard the Goods or packaging until we provide instructions unless keeping them would be unsafe.

Nurvishop will bear reasonable return or collection costs for a valid claim and provide the remedy required by applicable law.

3.12 Exchanges

Unless an exchange is expressly offered, the normal process is to return the eligible Goods for a refund and place a new Order. This does not limit a legal right to replacement for non-conforming Goods.