Refund policy

This policy applies to all our customers, regardless of the country in which the purchase was made. Nothing in this document limits, replaces, or overrides any mandatory rights granted to you under the consumer protection laws of your country of residence. In the event of a conflict between this policy and your local laws, your local laws will always prevail.

1. Change of Mind (30 Days)

You have 30 calendar days from the date you receive your order to request a return if you change your mind.

To be eligible for a return, your item must:

  • Be unused and in the same condition in which you received it.

  • Have its original tags and packaging.

  • Be accompanied by a receipt or proof of purchase (such as an invoice, bank statement, transfer confirmation, or any other document that verifies the purchase).

This 30-day period includes and exceeds the statutory 10-day right of withdrawal granted by law for online purchases.

To initiate a return, please contact us at usenuvora@gmail.com.

If your return is accepted, we will send you a return shipping label and instructions. Returns sent without prior authorization will not be accepted.

Exceptions to Change-of-Mind Returns

We do not accept change-of-mind returns for:

  • Perishable products (food, flowers, plants).

  • Custom-made or personalized products.

  • Personal care or beauty products once their hygiene seal has been opened.

  • Hazardous materials, flammable liquids, or gases.

  • Sale items and gift cards.

Important: These exceptions apply only to change-of-mind returns. If any of these products arrive defective, damaged, or different from what was ordered, you are entitled to the statutory warranty described in Section 2, without exception.

2. Statutory Warranty (Law No. 19,496)

Regardless of the return policy outlined above, all new products are covered by a six-month statutory warranty from the date of purchase, in accordance with Chilean Consumer Protection Law No. 19,496.

If your product arrives with a manufacturing defect, is missing parts, does not match what was advertised, or develops a fault within this period, you may choose from the following options:

  • A full refund.

  • A product replacement.

  • Free repair.

To exercise your statutory warranty rights, proof of purchase is sufficient. You are not required to keep the original packaging or tags.

This right cannot be waived or restricted, including for sale items, personalized products, or personal care products, when the issue is related to a product defect.

2.1. Consumers in the European Union

If your order is shipped within the European Union, you also have the right to withdraw from your purchase within 14 calendar days of receiving the product, without providing a reason, in accordance with European consumer protection regulations (Directive 2011/83/EU).

This right is exercised under the same product condition requirements described in Section 1. It does not replace our general 30-day return period but complements it.

2.2. Consumers in Other Countries

If you reside in a country other than Chile or a member state of the European Union, this policy applies under the same general terms (Sections 1 and 3 through 5).

Additionally, we will honor any minimum return, warranty, or withdrawal rights established by the consumer protection laws in effect in your country, even if they are not expressly described in this document.

3. Damages and Order Issues

Please inspect your order as soon as you receive it.

If your item arrives defective or damaged, or if you receive the wrong item, contact us immediately at usenuvora@gmail.com so we can assess the situation in accordance with the statutory warranty described in Section 2.

4. Size, Color, and Model Exchanges

The fastest way to receive the correct product is to request a return of your current item and, once the return has been accepted, place a separate order for the new item.

5. Refunds

We will notify you once we have received and inspected your return and let you know whether your refund has been approved.

If approved, your refund will be processed to your original payment method within a maximum of 10 business days.

Please note that the time it takes for the funds to appear in your account may vary depending on your bank or card issuer and is beyond our control.

If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at usenuvora@gmail.com.

6. Contact and Complaints

For any questions, please contact us at usenuvora@gmail.com.