Refund policy

REFUND & RETURN POLICY — UPDATED DRAFT

Nuvàne Studio Effective Date: July 15, 2026 | Last Updated: August 19, 2026

At Nuvàne Studio, every piece is carefully inspected before dispatch. We are committed to a transparent and fair post-purchase experience rooted in the integrity of our craft.

1. MANDATORY UNBOXING VIDEO — ALL MARKETS

For any claim — exchange, damage, or defect — an unboxing video is mandatory.

The video must be clear, continuous, and uninterrupted, recorded from before the outer packaging is opened until the product is fully inspected.
Claims submitted without a valid unboxing video will not be accepted, regardless of the nature of the issue.
This requirement applies to all customers — domestic (India) and international.

2. INDIA — DOMESTIC POLICY

No Refunds. Replacement Only.

2.1 Size Exchange / Replacement We offer size exchange or replacement only within 7 (seven) days of delivery. No refunds are issued on domestic orders under any circumstances, except as required by applicable Indian consumer law.

Eligibility conditions:

Item must be unused, unworn, unwashed, and unaltered.
All original tags must be intact and attached.
Item must be in original packaging.
Request must be raised within 7 days of delivery with your unboxing video.
Courier charges for return and re-dispatch are borne entirely by the customer.

2.2 Damaged, Defective, or Incorrect Product If you receive a damaged, defective, or incorrect item:

Contact us at support@nuvanestudio.com within 48 hours of delivery.
Attach your unboxing video and order number.
Upon verification, we will arrange a replacement only (no refund).
Return courier cost is the customer's responsibility. We will dispatch the replacement at no additional product cost.

2.3 Non-Eligible Items

Items worn, washed, altered, stained, or damaged after delivery.
Items returned without original tags or packaging.
Sale items (unless defective).
Customised or made-to-order pieces.

2.4 Colour Variations Minor colour variations due to screen settings, photography, lighting, or the handcrafted nature of the product are not considered defects and are not grounds for exchange or replacement.

2.5 Your Statutory Rights Nothing in this policy limits your rights under the Consumer Protection Act, 2019 or the Consumer Protection (E-Commerce) Rules, 2020 of India.

3. EUROPEAN UNION — RIGHT OF WITHDRAWAL

(No change — legally mandatory, cannot be restricted)

Under EU Directive 2011/83/EU and EU Directive 2023/2673 (in effect from June 19, 2026), EU customers have the following rights:

3.1 14-Day Right of Withdrawal You may withdraw from your purchase within 14 (fourteen) days of receiving the last item in your order, without giving any reason.

3.2 How to Exercise Contact us at support@nuvanestudio.com or use the withdrawal function available in your order confirmation or account page. You will receive an automatic confirmation of your withdrawal request.

3.3 Weekend/Holiday Extension If the last day of the 14-day period falls on a weekend or public holiday, the period extends to the next business day.

3.4 Refund Timeline Upon receipt and inspection of the returned item, we will process a refund to your original payment method within 14 days. Return shipping costs are borne by the customer unless the item is defective.

3.5 Exemptions Customised or made-to-order items may be exempt from the right of withdrawal under EU law.

4. UNITED KINGDOM — COOLING-OFF PERIOD

(No change — legally mandatory)

4.1 14-Day Cancellation Right Under the Consumer Contracts Regulations 2013, UK customers may cancel within 14 days of receiving goods, without giving a reason.

4.2 How to Exercise Email support@nuvanestudio.com with your order details within the 14-day window.

4.3 Refund Timeline Refund processed within 14 days of receiving returned goods. Return shipping costs are the customer's responsibility unless the item is defective or misdescribed.

4.4 Exemptions Customised or made-to-order items may be exempt.

5. AUSTRALIA — CONSUMER GUARANTEES

Under the Australian Consumer Law (ACL), Schedule 2 of the Competition and Consumer Act 2010, Australian customers have statutory guarantees that cannot be excluded.

5.1 Statutory Guarantees If a product has a major defect, you are entitled to a replacement or refund. For minor defects, we will provide a repair or replacement at our discretion.

5.2 Our Policy for Australian Customers

Exchange requests must be raised within 14 days of delivery.
Mandatory unboxing video required for all claims.
Return courier costs are the customer's responsibility unless the item is confirmed defective under ACL.
No change-of-mind refunds — exchange or replacement only.

5.3 Contact Email support@nuvanestudio.com within 48 hours for defective/damaged items.

6. SINGAPORE — CONSUMER PROTECTION

Under the Consumer Protection (Fair Trading) Act (CPFTA) of Singapore, consumers have rights against unfair practices.

6.1 Our Policy for Singapore Customers

Exchange requests within 14 days of delivery.
Mandatory unboxing video required.
Return courier costs are the customer's responsibility.
No change-of-mind refunds — exchange or replacement only.
For defective items, contact support@nuvanestudio.com within 48 hours with unboxing video.

7. UNITED ARAB EMIRATES — CONSUMER PROTECTION

Under UAE Federal Law No. 15 of 2020 on Consumer Protection, UAE customers have statutory rights.

7.1 Our Policy for UAE Customers

Exchange requests within 14 days of delivery.
Mandatory unboxing video required.
Return courier costs are the customer's responsibility.
No change-of-mind refunds — exchange or replacement only.
For defective items, contact support@nuvanestudio.com within 48 hours with unboxing video.

8. UNITED STATES

No federal statutory cooling-off period for online retail purchases.

8.1 Our Policy for US Customers

Exchange requests within 14 days of delivery.
Mandatory unboxing video required.
Return shipping costs are the customer's responsibility.
No refunds — exchange or replacement only.

8.2 Damaged or Defective Items Notify us within 48 hours with unboxing video. We will arrange a replacement at no additional product cost.

9. REFUND PROCESSING

(Applicable only where legally mandated — EU & UK) Approved refunds will be processed to the original payment method within 7–14 business days from approval. Original shipping charges are non-refundable unless the return is due to our error.