Returns & Refunds

At Nuvemew, your trust matters to us. We want you and your cat to love your purchase. If something isn't right, we're here to make the return and refund process as clear and straightforward as possible.

1. Return Eligibility

If you change your mind about an online purchase, you may be eligible to return your order in accordance with the consumer protection laws that apply to your location.

For customers in the European Union, you generally have 14 days from the day you receive your order to withdraw from your purchase without giving a reason, subject to applicable legal exceptions.

To start a return, please email contact@nuvemew.com within the applicable return period. Include your order number and the item you wish to return.

We will provide instructions for the next steps, including the applicable return address and shipping arrangements.

2. Return Conditions

Returned items should be handled with reasonable care and packaged securely for transport.

You may inspect an item as you would in a physical store. However, if an item is handled beyond what is necessary to establish its nature, characteristics, and functioning, applicable law may allow a deduction for any resulting loss in value.

Some products may be subject to legal exceptions to the right of withdrawal. We will assess these in accordance with the applicable consumer protection rules.

Please contact us before sending any item back so we can guide you through the process.

3. Return Shipping Costs

Nuvemew will cover the return shipping costs for eligible returns initiated through our support process. Please contact us before shipping an item back so we can provide the appropriate instructions.

If your item arrives damaged, defective, or incorrect, we will review the issue and arrange an appropriate solution in accordance with applicable law.

4. Refunds

Once your return request has been reviewed, we will explain the next steps and any information needed to process your refund.

Where a refund is due, it will generally be issued to the original payment method.

For customers exercising the EU right of withdrawal, refunds are generally due within 14 days after we are informed of the decision to withdraw. We may be permitted to withhold the refund until we receive the returned goods or receive evidence that they have been sent back, whichever occurs first.

Any refund will include the amounts required by applicable law. Where applicable, additional delivery costs for choosing a more expensive shipping option than our least expensive standard option may not be refundable.

Your payment provider may require additional time to make the refunded amount appear in your account.

5. Damaged, Defective, or Incorrect Items

We want every Nuvemew order to arrive as expected. If your item arrives damaged, defective, or incorrect, please contact us as soon as possible. We recommend reporting the issue within 72 hours of delivery so we can investigate and assist you promptly.

Please include:

• Your order number

• A brief description of the issue

• Clear photographs of the item and its packaging, where relevant

Our team will review the information and explain the appropriate next steps. Depending on the circumstances and your legal rights, the resolution may include a replacement, repair, or refund.

The 72-hour recommendation helps us investigate delivery issues promptly. It does not limit any mandatory consumer rights or legal time limits that apply to your purchase.

6. Exchanges

If you would like a different product or variation, please contact us before returning your item. Exchanges depend on product availability and the applicable return arrangements.

Where an exchange is not available, you may be able to return the original item and place a new order, subject to the relevant terms and legal rights.

7. How to Contact Us

For return requests, refund questions, or help with an order, contact us at:

Email: contact@nuvemew.com

Please include your order number whenever your enquiry relates to an existing purchase. Wait for our return instructions before shipping an item back.

8. Your Consumer Rights

This policy is intended to explain our return and refund process in clear terms. It does not replace or restrict any consumer rights that cannot legally be excluded under the laws applicable to your purchase.

Thank you for choosing Nuvemew. We appreciate your trust and the opportunity to make your cat's world a little more comfortable.