Refund policy

Return & Refund Policy

Nuvo Home
Website: www.nuvohome.co.uk
Last updated: 22/02/2026

At Nuvo Home, we are committed to providing high-quality lighting fixtures and excellent customer service. Please read our Return & Refund Policy carefully before making a purchase.

1. General Information

This policy applies to all purchases made through www.nuvohome.co.uk. By placing an order with us, you agree to the terms outlined below.

We strongly recommend that customers inspect all items carefully upon delivery and before installation.

2. Inspection Upon Delivery

- All products must be inspected immediately upon delivery.

- If the packaging appears damaged, please:

    • Note this with the courier at the time of delivery.

    • Take clear photographs of the packaging and product.

    • Contact us within 48 hours of delivery.

Failure to report visible damage within this timeframe may affect your eligibility for a refund or replacement.

3. Installed Products – Important Notice

Due to the nature of lighting fixtures and electrical installations:

❌ We do NOT accept returns of products that have been delivered and installed.

❌ We do NOT accept returns if the product has been installed and later removed because the customer changed their mind.

Exception – Manufacturer Fault

We will only accept a return of an installed product if:

- The product was installed by a qualified professional electrician, AND

- The product is proven to be faulty due to a manufacturer defect, AND

- Proof of professional installation can be provided (invoice/receipt), AND

- The fault is reported within a reasonable timeframe after installation.

In such cases, we may offer:

- A replacement product, or

- A refund (at our discretion after inspection and confirmation of manufacturer fault).

We reserve the right to request:

- Photographic evidence

- Video evidence

- Installation invoice

- Independent electrician report (if necessary)

4. Change of Mind / Unwanted Items

Under UK Consumer Contracts Regulations, customers have the right to cancel an online order within 14 days of receiving the goods.

If You Change Your Mind:

- You must notify us within 14 days of delivery.

- The item must:

    • Be unused

    • Not installed

    • In original packaging

    • In resellable condition

The customer is responsible for all return shipping / collection costs.

- Items must be returned within 14 days after notifying us of cancellation.

Important:

- We do NOT refund items that have been installed.

- We do NOT refund items returned damaged due to improper handling.

- If the returned item is not in resale condition, a refund may be refused.

5. Damaged or Faulty Products (Manufacturer Defect)

If your product arrives:

- Damaged from the manufacturer, OR

- Faulty due to manufacturing defect

You must notify us within 48 hours of delivery.

Please provide:

- Clear photos of the damage/fault

- Photos of packaging

- Order number

Once verified, we will:

- Offer a replacement, OR

- Issue a full refund (including original delivery cost where applicable)

Refunds are issued only after inspection and confirmation of the manufacturer defect.

6. Non-Refundable Situations

We do NOT provide refunds if:

- The product has been installed and is not faulty.

- The product was damaged by the customer.

- The product was installed incorrectly.

- The product was installed by a non-qualified person and is faulty.

- The customer changed their mind after installation.

- The product shows signs of misuse, negligence, or accidental damage.

7. Return Process

To initiate a return, please contact:

Email: nuvohomelondon@gmail.com
Website: www.nuvohome.co.uk

Include:

- Full name

- Order number

- Reason for return

- Photos (if applicable)

Do not return items without receiving return instructions from us.

We are not responsible for returns sent without prior approval.

8. Refund Processing

- Approved refunds are processed within 5–10 working days after inspection.

- Refunds are issued to the original payment method.

- Shipping costs are non-refundable unless the product is confirmed faulty from manufacturer.

9. Exchanges

We do not offer direct exchanges. If you require a different item, please:

  1. Return the original item (if eligible), and

  2. Place a new order.

10. Limitation of Liability

Nuvo Home is not liable for:

- Costs of installation or removal.

- Electrician fees.

- Delays caused by couriers.

- Indirect or consequential losses.

Customers are responsible for ensuring products are suitable before installation.

11. Contact Information

Nuvo Home
Website: www.nuvohome.co.uk
Email: nuvohomelondon@gmail.com