Return Policy

RETURNS & REFUND POLICY

Last Updated: 30 May 2026

OUR 30-DAY SATISFACTION GUARANTEE

At Nourva, we stand behind the quality of our products. If you're not completely satisfied with your purchase, you have 30 days from the date of delivery to return your item for a full refund.

We want you to feel confident in your purchase and experience the benefits of our wellness products with complete peace of mind.

ELIGIBILITY FOR RETURNS

To be eligible for a return and refund, your item must meet the following conditions:

Accepted Returns:

Unopened & Unused Items:

  • Product must be in its original, unopened packaging
  • All tags, labels, and protective coverings must be intact
  • Product must be unused and in resalable condition

Faulty or Damaged Items:

  • Items that arrive damaged during shipping
  • Products with manufacturing defects
  • Items that do not match the description on our website

❌ Items We Cannot Accept:

We cannot accept returns for items that:

  • Have been opened, used, or removed from original packaging
  • Show signs of wear, damage, or alteration
  • Are missing parts, accessories, or original packaging
  • Have been damaged due to misuse or improper handling

Please note: For hygiene and safety reasons, wellness and bedding products must remain unopened and unused to qualify for a return.

YOUR STATUTORY RIGHTS (UK LAW)

14-Day Cooling-Off Period

Under UK Consumer Contracts Regulations, you have the right to cancel your order within 14 days of receiving your goods, without giving any reason.

How to Exercise Your Right to Cancel:

  1. Notify us within 14 days of receiving your item by emailing nourvahelp@outlook.com
  2. Include your order number and reason for cancellation
  3. Return the item within 14 days of notifying us
  4. Item must be unused and in original packaging

Automatic Order Processing:

Please note that our orders are processed automatically through our fulfillment system. Once an order is placed, it enters our dispatch queue immediately.

  • Before despatch: If you wish to cancel before your order has been despatched, contact us immediately at nourvahelp@outlook.com. We will do our best to stop the order, but cannot guarantee cancellation once processing has begun.
  • After despatch: If your order has already been despatched, please wait to receive the goods and then return them following our standard returns process.

HOW TO RETURN YOUR ORDER

If your order qualifies for a return under our 30-day satisfaction guarantee or your 14-day statutory right to cancel, please follow these steps:

Step 1: Contact Our Team

Email us at nourvahelp@outlook.com with the following information:

  • Order number (found in your confirmation email)
  • Full name on the order
  • Reason for return (e.g., changed mind, not as expected, faulty item)
  • Photos of the product (if reporting damage or defect)
  • Your delivery address (for verification)

Step 2: Receive Return Authorization

Our customer service team will review your request and respond within 48 hours (Monday-Friday) with:

  • Return authorization confirmation
  • Return shipping address (our quality control warehouse)
  • Instructions for packaging your return
  • Estimated refund timeline

Important: Do not send your return to the address on the original package. We will provide you with the correct return address once your request is authorised.

Step 3: Package & Ship Your Return

  • Securely package the item in its original packaging
  • Include a note with your order number and name
  • Ship the item to the return address we provide
  • Keep your shipping receipt and tracking number for your records

Step 4: Refund Processing

Once we receive and inspect your return:

  • We will send you an email confirmation
  • If authorised, your refund will be processed within 7 business days
  • Refunds are issued to your original payment method
  • Please allow 5-10 business days for the refund to appear in your account (depending on your bank)

RETURN SHIPPING COSTS

Standard Returns (Change of Mind / Not Satisfied):

Return shipping is at the customer's expense.

You are responsible for the cost of returning the item to our quality control warehouse. We recommend using a tracked shipping service and purchasing shipping insurance, as we cannot guarantee receipt of returned items without tracking.

Why? To keep our product prices fair and accessible, we do not include the cost of return shipping in our pricing. This allows us to offer premium wellness products at competitive prices.

Faulty, Damaged, or Incorrect Items:

We cover return shipping costs.

If you received a faulty, damaged, or incorrect item due to our error:

  • Contact us immediately with photos of the issue
  • We will provide a prepaid return label or reimburse your return shipping costs
  • You will receive a full refund including original shipping costs (if applicable)

This is our commitment to making things right when we've made a mistake.

REFUND POLICY

What You'll Be Refunded:

✅ Full product price
✅ Original shipping costs (only if item was faulty/damaged/incorrect)

What We Cannot Refund:

❌ Return shipping costs (for standard returns)
❌ Additional shipping costs if you chose expedited or premium shipping

Refund Timeline:

  • Inspection: 1-3 business days after receiving your return
  • Refund processing: 5-7 business days after authorisation
  • Bank processing: 5-10 business days (depending on your financial institution)

Total estimated time: 11-20 business days from when you ship your return

Refund Method:

Refunds are issued using the same payment method you used for your original purchase:

  • PayPal refunds: 1-3 business days
  • Debit/Credit card refunds: 5-10 business days
  • Apple Pay/Google Pay: 5-10 business days

EXCHANGES

We do not currently offer direct exchanges. If you'd like a different product or variant:

  1. Return your original item following our returns process
  2. Place a new order for the item you prefer

This ensures you receive your new item as quickly as possible rather than waiting for the return to be processed first.

DAMAGED OR FAULTY ITEMS

If your item arrives damaged or has a manufacturing defect:

Report the Issue Immediately:

Contact us at nourvahelp@outlook.com within 7 days of delivery with:

  • Your order number
  • Description of the damage or defect
  • Clear photos showing the issue
  • Photos of the packaging (if damaged during shipping)

We Will:

  • Investigate the issue promptly
  • Provide a prepaid return label (if return is necessary)
  • Offer a full refund or replacement (your choice)
  • Cover all return shipping costs

Important: Please do not discard damaged packaging until your claim is resolved, as we may need photos for our investigation.

INCORRECT ITEMS

If you received the wrong item:

  1. Contact us immediately at nourvahelp@outlook.com
  2. Do not use or open the incorrect item
  3. Provide your order number and photos of the item received
  4. We will arrange collection or provide a prepaid return label
  5. We will send you the correct item at no additional cost

LATE OR MISSING REFUNDS

If you haven't received your refund within the expected timeframe:

  1. Check your bank account thoroughly (sometimes it takes time for banks to process)
  2. Contact your bank or credit card company (processing can take additional time)
  3. Contact your payment provider (PayPal, Apple Pay, etc.)
  4. Contact us at nourvahelp@outlook.com if you've tried all of the above

We will investigate and provide proof of refund processing if necessary.

NON-RETURNABLE ITEMS

For hygiene, safety, and quality reasons, the following items cannot be returned once opened:

  • Products removed from sealed packaging
  • Items that have been used, washed, or worn
  • Products with missing tags or labels
  • Items damaged by the customer

Exception: Faulty or damaged items are always returnable, even if opened, as long as the damage was not caused by misuse.

CANCELLATION BEFORE SHIPPING

Can I Cancel My Order?

We process orders quickly to ensure fast delivery. However, we understand that sometimes you may need to cancel.

Within 24 Hours of Ordering:

If you contact us within 24 hours of placing your order, we will do our best to cancel it before it despatches. Email nourvahelp@outlook.com immediately with your order number and cancellation request.

After 24 Hours / Already Despatched:

Once your order has been despatched, we cannot stop the delivery. Please wait to receive the item and then follow our standard returns process if you no longer want it.

INTERNATIONAL RETURNS

We currently only ship within the United Kingdom. All returns must be sent to our designated return address, which will be provided when you contact us to initiate a return.

Important: Returns may need to be sent to our central quality control warehouse for processing. Return shipping costs to this facility are the responsibility of the customer for standard returns.

We recommend using a tracked and insured shipping method, as we cannot be held responsible for items lost in transit.

REFUSAL OF RETURNS

We reserve the right to refuse returns or issue partial refunds if:

  • Items are returned damaged due to customer misuse
  • Items are returned without original packaging or tags
  • Items show signs of use or wear
  • Items are returned outside the 30-day return window
  • Items are returned without prior authorization from our team

If a return is refused, the item will be returned to you at your expense, or disposed of with your permission.

QUALITY COMMITMENT

At Nourva Health, we are committed to providing high-quality wellness products that meet your expectations. Every return is reviewed as part of our quality control process to ensure we continuously improve our products and service.

Your feedback helps us serve you better.

CONTACT US

If you have any questions about returns, refunds, or our satisfaction guarantee, please contact us:

Email: nourvahelp@outlook.com

Our customer service team is available Monday-Friday and will respond to your inquiry within 48 hours.

YOUR CONSUMER RIGHTS

This returns policy does not affect your statutory rights under UK law. For more information about your consumer rights, visit: https://www.citizensadvice.org.uk/consumer/

We want you to love your Nourva Health products. If you have any concerns about your purchase, please don't hesitate to reach out. We're here to help.