Return & Refund Policy
Haikou Xinru Technology Co., Ltd.
Nuvellisse™ is owned and operated by Haikou Xinru Technology Co., Ltd.
Return & Refund Policy
This policy explains when a Nuvellisse™ purchase may be returned, how to request a return, how return shipping is handled, and when an approved refund is issued.
Clear steps when a purchase does not work out.
We want customers to understand the return process before they need to use it. Eligible Nuvellisse™ purchases may be returned within the applicable return period, subject to the conditions explained below. Please contact us before sending any item back so our customer service team can review your request and provide the appropriate return instructions.
180-Day Window
Eligible purchases may be returned within 180 calendar days after delivery.
Request First
Contact us before shipping a return so we can confirm eligibility and provide the correct return destination.
Refund to Original Method
Approved refunds are returned to the original payment method after the returned item is received and reviewed.
Return Eligibility Period
Eligible products may be returned within 180 calendar days after delivery.
A return request must be submitted within this period. Requests received after the applicable return window may not qualify for a standard return.
The return period is measured from the date the order is shown as delivered to the customer.
Return Requirements
For a standard preference-based return, the product should generally remain in the same condition in which it was received.
- The item should be unused and free from avoidable damage
- Original packaging should be included where reasonably available
- Included accessories, cables, components, manuals, or other supplied items should be returned together
- Proof of purchase or the original order number is required
Different standards may apply where an item is being returned because it arrived damaged, defective, incorrect, or materially different from its product description.
How to Start a Return
Before sending an item back, contact our customer service team at:
service@nuvellisse.com
To help us review the request efficiently, please provide:
- Your order number
- The product you would like to return
- The reason for the return request
- Photos or video where relevant to a damaged, defective, or incorrect item claim
Once the request has been reviewed, we will provide the applicable return instructions and return destination.
Items should not be sent to an arbitrary address or directly to the business registration address unless our customer service team specifically instructs you to do so.
Where to Send Returns
Our return warehouse address may differ from the legal business registration address listed on this website.
Please do not send returns to our business registration address unless our customer service team specifically provides that address for your approved return.
After your return request has been approved, Nuvellisse™ customer service will provide the appropriate return warehouse address and any relevant shipping instructions.
This helps ensure that returned products reach the correct facility and can be identified against the correct order.
Return Shipping Costs
Responsibility for return shipping depends on the reason for the return.
If you are returning an eligible item because you changed your mind or no longer want the product, you are generally responsible for the return shipping cost, unless we confirm otherwise.
If the item arrived damaged, defective, incorrect, or materially different from its product description, we will provide an appropriate replacement, refund, or return solution at no additional cost to the customer once the issue has been verified.
Damages & Order Issues
Please inspect your order after delivery.
If you receive an item that appears damaged, defective, incorrect, or materially different from what you ordered, contact us as soon as reasonably possible.
Please include your order number and clear supporting photos or video where appropriate.
We will review the information and provide an appropriate resolution based on the circumstances.
Items That May Not Be Returnable
Certain products or circumstances may not qualify for a standard preference-based return.
Examples may include:
- Customized or personalized products
- Items returned with missing major components or accessories
- Products materially damaged after delivery through misuse, modification, or improper handling
- Items specifically identified as final sale before purchase, where permitted by applicable law
- Gift cards or similar stored-value products, if offered by the store
These limitations do not remove any rights you may have where a product arrives damaged, defective, incorrect, or otherwise fails to conform to applicable consumer protections.
Exchanges
When you would like a different product, model, or compatible item, the most practical option may be to complete an approved return and place a new order.
This allows the replacement purchase to be processed separately and avoids unnecessary delays while the original return is being reviewed.
For defective or incorrectly shipped items, contact us first so we can determine the most appropriate resolution for the specific issue.
European Union Cooling-Off Rights
Where applicable under European Union consumer law, qualifying customers may have a statutory right to cancel eligible distance purchases within 14 days without providing a reason.
This statutory right is separate from the Nuvellisse™ 180-day return window and does not reduce any mandatory consumer rights available under applicable law.
Conditions and exclusions may apply under local law, particularly for customized goods, certain sealed products, digital content, or other categories subject to statutory exceptions.
Refund Timing
Once an approved return reaches the designated return facility, it will be reviewed before the refund is issued.
If the return is approved after inspection, the refund will be sent to the original payment method.
Approved refunds are generally issued within 5–10 business days after the returned item has been received and inspected.
After we issue a refund, your bank, card issuer, PayPal, or other payment provider may require additional time to post the funds to your account.
If your refund has been approved but you have not received the funds after the expected processing period, please contact us at service@nuvellisse.com.
A clear 180-day return process.
Our goal is to make the return process understandable before a customer ever needs to use it. Eligible purchases may be returned within 180 days of delivery, subject to the requirements and exclusions stated in this policy.
Contact Nuvellisse™ at service@nuvellisse.com or call +86 15018529233. Customer service is available 24 hours a day, 7 days a week. Please include your order number and a brief description of your request so we can locate the relevant purchase and provide the appropriate next steps.