We want you to feel confident when shopping with Nuvaya Sole. Please read our return and refund guidelines carefully before starting a return request.
Return Window
We accept return requests within 30 days after your order is delivered.
Return requests made after 30 days may not be accepted.
Return Conditions
To qualify for a return, the product must be:
- In new and unused condition
- Not worn outdoors
- Returned with original packaging when possible
- Clean and free from stains, odors, damage, or signs of wear
- Approved by our customer support team before being shipped back
Products that are worn, damaged, washed, altered, or returned without approval may be refused.
How to Request a Return
To request a return, please email us at:
Please include the following information:
- Order number
- Full name
- Email address used for the order
- Product name
- Reason for return
- Photos, if the product arrived damaged, defective, or incorrect
After reviewing your request, our support team will send return instructions if your return is approved.
Return Shipping Cost
Customers are responsible for return shipping costs unless the item received is defective, damaged, or incorrect due to our error.
Original shipping fees are non-refundable unless required by applicable law or unless the return is due to an error on our side.
We recommend using a trackable shipping method. Nuvaya Sole is not responsible for return packages that are lost in transit.
Refund Process
Once your returned item is received and inspected, we will notify you by email regarding the approval or rejection of your refund.
If approved, the refund will be issued to your original payment method.
Please allow several business days for the refund to appear, as processing times may vary depending on your bank, card issuer, or payment provider.
Damaged or Incorrect Orders
Please check your package as soon as it arrives.
If your item is damaged, defective, or different from what you ordered, contact us at nuvayasole@gmail.com with your order number and clear photos of the issue.
We will review the case and provide a suitable solution.
Exchanges
We do not guarantee direct exchanges for all items, sizes, or colors.
If you would like another size, color, or style, please contact us first. In many cases, the best option is to return the original item and place a new order for the item you want.
Cancellations
If you need to cancel an order, please contact us as soon as possible at nuvayasole@gmail.com.
We will try our best to help, but orders that have already been processed or shipped may not be eligible for cancellation.