1. Overview
At NUVAI SOLUTIONS PRIVATE LIMITED ("NUVAI"), we want you to be completely satisfied with your purchase. This policy outlines the terms and conditions for returns, refunds, and cancellations of orders placed on https://nuvai.in. Please read this policy carefully before making a purchase.
2. Order Cancellation
Before Dispatch: You may cancel your order at any time before it has been dispatched by contacting our customer support at info@nuvai.in or calling +91 7093773904. Please quote your order number for faster processing.
After Dispatch: Once an order has been dispatched, it cannot be cancelled. You may, however, refuse delivery or initiate a return after receiving the product as per the return policy below.
Cancellation Timeline: If you have prepaid via UPI and the order is cancelled before dispatch, the full refund will be processed within 5-7 business days to the original payment method. For orders cancelled by NUVAI due to stock unavailability or other reasons, a full refund will be issued within 5-7 business days.
3. Return Policy
Return Window: You may return a product within 7 days from the date of delivery.
Eligible Conditions for Return: The product received is damaged or defective. The product received is different from what was ordered (wrong item, wrong size, wrong colour). The product has a manufacturing defect.
Non-Returnable Items: Products that have been worn, washed, altered, or damaged by the customer. Products without original tags, labels, and packaging. Innerwear, lingerie, and swimwear (for hygiene reasons). Products returned after the 7-day return window.
How to Initiate a Return: Email us at info@nuvai.in with your order number, reason for return, and photographs of the product (if damaged or defective). Our team will review your request and respond within 24-48 hours with return instructions. Pack the product securely in its original packaging with all tags intact. Ship the product to the address provided in the return instructions.
4. Refund Policy
Refund for Prepaid Orders (UPI): Once the returned product is received and inspected at our warehouse, the refund will be processed within 5-7 business days to the original payment method (UPI account).
Refund for Cash on Delivery (COD) Orders: For COD orders, refunds will be processed via bank transfer (NEFT/IMPS). You will be asked to provide your bank account details. Refund will be credited within 7-10 business days after the returned product has been received and inspected.
Partial Refunds: In cases where the product is returned in a condition that does not meet our return criteria (e.g., tags removed, product used), we reserve the right to offer a partial refund or reject the return.
Refund for Cancelled Orders: If an order is cancelled before dispatch, the full amount will be refunded within 5-7 business days to the original payment method.
Shipping Charges: If the return is due to a defective, damaged, or wrong product, NUVAI will bear the return shipping cost. If the return is for any other reason (e.g., change of mind), the customer shall bear the return shipping cost. Original shipping charges paid during checkout are non-refundable.
5. Exchange Policy
We currently do not offer direct exchanges. If you wish to exchange a product, please initiate a return as described above and place a new order for the desired product.
6. Damaged or Defective Products
If you receive a damaged or defective product, please contact us within 48 hours of delivery with photographs of the damaged product and packaging. We will arrange for a replacement or full refund at no additional cost to you. Please do not discard the product or packaging until the issue is resolved.
7. Non-Delivery
If your order is not delivered within the estimated delivery timeline, please contact us at info@nuvai.in. We will investigate with our logistics partner and provide an update. If the order is confirmed as lost in transit, we will offer a full refund or re-ship the order at no extra cost.
8. Refund Status
You can check the status of your refund by contacting our customer support. We will provide you with the refund reference number and expected timeline once the refund has been processed.
9. Grievance Redressal
If you are not satisfied with the resolution provided, you may escalate your concern to our Grievance Officer:
Grievance Officer: M Deva
Email: grievance@nuvai.in
Phone: +91 7093773904
Address: 4th Floor, 648/A, Binnamangala, Near The Rameshwaram Cafe, Stage 1, Indiranagar, Bengaluru, Bengaluru Urban, Karnataka – 560038
10. Contact Us
For any queries regarding this policy, please contact us:
Email: info@nuvai.in
Phone: +91 7093773904