Refund policy
Last Updated: August 11, 2026
At NUVZA, we want you to shop with confidence. If something isn't right with your order, we'll do our best to make it right.
Our return process is simple, fair, and designed to protect both our customers and our business. Please take a moment to read the guidelines below before requesting a return.
Return Window
We accept returns within 5 days from the date your order is delivered.
To qualify, your return request must be submitted within this 5-day period. Requests made after the return window may not be eligible for a return or refund.
What Can Be Returned?
A return may be approved if the item:
- Arrived damaged or defective
- Is different from the product you ordered
- Is the wrong size or variation due to our mistake
- Is unused and returned in its original condition, including original packaging whenever possible
Our goal is to resolve genuine issues—not to make returning products difficult.
Items That Can't Be Returned
For safety, hygiene, or product condition, some items may not qualify for a return, including:
- Products that have been used, washed, or altered
- Items damaged through misuse or improper handling after delivery
- Products returned without prior approval
- Return requests submitted beyond the 5-day return period
How to Start a Return
Before sending anything back, please contact us first.
Unauthorized returns will not be accepted or processed.
To begin a return request, email us at:
Please include:
- Your full name
- Order number
- A brief description of the issue
- Clear photos of the product and packaging, if applicable
Our support team will review your request and provide the next steps.
Return Review & Associated Costs
Every return request is reviewed individually to make sure we reach the fairest solution.
If the return is approved because of our mistake—such as receiving the wrong item, the wrong size, or a damaged product—NUVZA will cover the necessary replacement or return arrangement whenever applicable.
If the return is requested for reasons outside our responsibility, return shipping costs may be the customer's responsibility.
We'll always explain any applicable costs before asking you to send an item back.
Refunds
Once your returned item has been received and our investigation is complete, we'll notify you of the outcome.
If your refund is approved, you can expect to receive it within 3–5 business days after all return conditions have been met.
Refund timing may vary depending on your original payment method or financial provider.
Wrong Address Policy
Please double-check your delivery information before placing an order.
If an order is placed using an incorrect or incomplete address provided by the customer, NUVZA cannot issue a refund for failed deliveries resulting from that address.
If you notice an address mistake shortly after ordering, contact us immediately. We'll do our best to update it before the order ships, but we cannot guarantee changes once it has been processed.
Order Cancellations
Changed your mind?
Orders may be canceled within 24 hours of being placed.
To request a cancellation, contact our support team as soon as possible at:
Once an order has been packed or shipped, cancellation may no longer be possible.
Wrong Item or Wrong Size?
If you receive the wrong item or the wrong size because of our error, don't worry—we'll fix it.
We'll send the correct item at no additional cost once the issue has been confirmed.
Our priority is making sure you receive exactly what you ordered.
Return Shipping Address
NUVZA
Block 68 Lot 6, Area C, Camia Street
San Martin 1
San Jose del Monte, Bulacan
Philippines
Please do not return any item without contacting us first. Unauthorized returns may be refused and could delay the resolution of your request.
A Note From NUVZA
We believe great customer service doesn't end after checkout.
If something went wrong, we'll listen, review the situation fairly, and work toward the right solution.
Thank you for shopping with NUVZA.
New Finds. Endless Possibilities.