Returns & Refunds

Last updated: 30 June 2026

This policy explains your right to cancel an order, how to return goods, and how refunds are handled. It forms part of our Terms & Conditions of Sale and should be read together with our Politica sulle spedizioni e sulle consegne.

1. Your right to cancel (right of withdrawal)

If you are a consumer in the EU, you have the right to cancel your purchase within 14 days without giving any reason, in accordance with the EU Consumer Rights Directive (2011/83/EU). The cancellation period expires 14 days after the day on which you (or someone you nominate, other than the carrier) receive the goods. If your order is delivered in several parts, the period runs from the day you receive the last item.

The easiest way to cancel is to use our online cancellation form, where you can notify us of your decision to withdraw in just a few steps. You may also cancel by the other methods described in section 3.

2. Important exception — sealed food supplements

For reasons of health protection and hygiene, the right of withdrawal does not apply to sealed goods that have been unsealed after delivery. This means that once the seal or safety packaging of a food supplement has been opened, the product can no longer be returned under the 14-day change-of-mind right.

Unopened products with the seal and original packaging intact can be returned within the 14-day period as described below.

3. How to cancel and return

To exercise your right to cancel, notify us of your decision before the 14-day period expires. You can do this by:

completing our online cancellation form; or
emailing us at support@nuvalia.eu with a clear statement of your decision.

A model withdrawal form is not required — including your order number and the items you wish to return helps us process your request quickly. We will acknowledge receipt of your cancellation.

After you have notified us, please return the goods without undue delay and in any event within 14 days of telling us you wish to cancel. We will provide the return address when you contact us.

4. Condition of returned goods

Returned items must be unused, with the seal and original packaging intact. You are entitled to handle the goods only as you would in a shop to establish their nature and characteristics. You may be liable for any diminished value of the goods resulting from handling beyond this.

5. Return shipping costs

Where you cancel simply because you have changed your mind, you are responsible for the direct cost of returning the goods. We recommend using a trackable shipping method, as you are responsible for the goods until they reach us.

Where goods are faulty, damaged on arrival or incorrect (see section 7), we cover the cost of return.

6. Refunds

Once we receive and inspect your return, we will issue your refund no later than 14 days from the day we were informed of your decision to cancel. We use the same means of payment you used for the original order, unless we have agreed otherwise with you, and you will not incur any fees as a result of the refund.

We may withhold the refund until we have received the goods back, or until you have supplied evidence of having sent them back, whichever is earliest.

Your refund will include the original standard delivery cost. However, if you chose a more expensive delivery option than our cheapest standard option, we are only required to refund the cost of the standard option.

7. Faulty, damaged or incorrect goods

If your goods are faulty, damaged on arrival, or not what you ordered, you are entitled to a remedy under statutory consumer law. As the seller is established in Sweden, you have the right to complain (reklamation) for up to 3 years from delivery, provided you notify us within a reasonable time after discovering the fault.

These statutory rights apply in addition to, and independently of, the 14-day change-of-mind cancellation right — and they are not affected by the sealed-goods exception above. Please contact support@nuvalia.eu as soon as possible, including your order number and, where relevant, photos of the problem.

8. Non-returnable items

The following cannot be returned under the 14-day change-of-mind right:

Sealed food supplements where the seal or safety packaging has been opened.
Products that have been used, or are not in their original condition or packaging.

This does not affect your statutory rights in relation to faulty or incorrect goods.

9. Dispute resolution

We always aim to resolve any issue directly — please contact us first at support@nuvalia.eu. If we cannot reach a solution together, EU consumers can access independent dispute-resolution information via the European Commission’s consumer redress platform: consumer-redress.ec.europa.eu.