Last updated: 30 October 2026
For a return, exchange, faulty item or cancellation request, email hello@nuvinova.com with your order number and a description of the issue. Please read the product details, measurements and care instructions before ordering.
Return and reporting windows
| Request | Time limit |
|---|---|
| Standard unopened return | Contact us within 180 days of purchase |
| Standard faulty or incorrect item | Report within 180 days of purchase |
| Large or life-size doll return, damage or quality issue | Contact us within 7 days of receiving the item |
| Cancellation request | Contact us within 12 hours of purchase; cancellation depends on fulfilment status |
Standard unopened returns
Because these are intimate products, a change-of-mind return is eligible only if the item is unopened and unused, with its original packaging sealed and all packaging and tags intact. An opened item cannot be returned for change of mind. Faulty products are handled separately below.
Within 180 days of purchase, send photographs showing the unopened item and intact packaging. Wait for approval and the return address before posting anything. You are responsible for return postage. Any original delivery charge actually paid is not refundable for a change-of-mind return.
These conditions apply when an item is no longer wanted, the wrong product was ordered, a duplicate order was placed or the return is requested because of a later price change. Large and life-size dolls follow the special policy below.
Faulty or incorrect standard items
Report a fault within 180 days of purchase. Include the order number, product name or SKU, a brief explanation and clear product-only photographs or video showing the problem. Follow the product’s own instructions and stop using an item that appears damaged or faulty.
After a fault is verified, we will arrange a replacement with the same item or a similarly priced alternative agreed with you. Contact support before returning an item so we can confirm the appropriate arrangements.
If the wrong item arrived, contact us within 180 days of purchase with photographs of the delivery label, the SKU or product label, the packaging and the item received. Keep the item and packaging while we investigate and agree the correction.
Large and life-size dolls
This special policy applies to products identified in their listing as large or life-size dolls. If you are unsure whether an item falls into this category, ask support before ordering. It replaces the standard 180-day return and issue-reporting windows for those products.
- Request a change-of-mind return within 7 days of receipt. The item must remain unopened and unused, in its original sealed packaging, with all labels intact.
- A 20% restocking fee, calculated on the total order amount, applies to an approved change-of-mind return under this special policy.
- You pay return postage. Any original delivery charge actually paid is also non-refundable. Original delivery costs are deducted only to the extent they were charged on your order.
- Report damage or a product-quality problem within 7 days of receipt. Keep the outer packaging and provide photographs of the packaging and damage. If the parcel looks significantly damaged, record the unboxing where possible; an unboxing video can help us verify what happened.
- For a verified damage or quality issue, support will confirm the appropriate resolution and any return arrangements. The change-of-mind restocking rule does not replace our review of a genuine fault or an incorrect item.
Get authorisation before returning
Every return needs prior approval and order-specific instructions. Support will give you the correct return address; it may differ from any dispatch location. Do not send an item to an address found on old packaging or another website. Unauthorised returns cannot be accepted under this policy.
Keep your return tracking and proof of postage. Allow up to 3–4 weeks for a return to reach us and be checked and processed. You can request an update by emailing your order number and tracking details.
Cancellations and parcel problems
For cancellation, email us within 12 hours of purchase. We will try to stop an order that has not entered fulfilment or dispatch; sending a request does not guarantee cancellation. If we can cancel it, no cancellation fee applies. If it has already progressed, the applicable return policy will apply.
For a missing, misdelivered, returned or damaged parcel, contact support promptly with your order and tracking details. We will review the delivery information and agree the appropriate next step. Any proposed redelivery charge will be explained before you agree to it; no fixed foreign-currency redelivery fee is assumed.
How approved refunds are paid
We will confirm the approved refund amount, any applicable deductions and the payment method with you. Refunds are handled manually through the original payment route where practical, or another method agreed with you. They are not an automatic card or wallet reversal.
After a refund is issued, allow 3–7 business days for completion, depending on the agreed payment method and provider processing. If it has not arrived after that period, email support with your order number. Never send a PIN, OTP or wallet login to request a refund.
This policy does not remove any mandatory consumer rights that apply to your purchase. For other order rules, see our Terms & Conditions; for customer-data handling, see our Privacy Policy.