Refund Policy

Returns

For products with a money-back trial, we offer a commercial money-back guarantee of at least 90 days from delivery, subject to the applicable product-specific conditions. The personalised Paw Print of Love Bracelet instead has a 90-day commercial manufacturing-defect guarantee; it has no automatic change-of-mind refund. NuovaGlam™ Washing Machine Cleaner Pro has a 100-day money-back guarantee from delivery. Product-specific conditions, including those for personalised jewellery, remain applicable. More favourable guarantees are not reduced.

We understand that some products need to be tried. We accept returns of used items, provided they are:

• Clean and in reasonable condition, with no significant wear or damage;
• Returned with your order number and proof of purchase;
• Securely packaged to prevent damage during transit.

Items not eligible for return

• Items purchased as part of a bundle, unless the entire bundle is returned;
• Free or gift items included with your order, which must be returned with the main item when the bundle is returned;
• Items returned after the applicable commercial period (at least 90 days from delivery, or the longer period stated for the product), without affecting statutory rights;
• Items damaged through misuse or normal wear and tear, subject to the applicable commercial conditions and without affecting statutory rights.

To start a return, contact us at contact@nuovaglam.com with your order number, the reason for the return and, where possible, photos of the item.

Exchanges

If you prefer to exchange the item, a delivery charge of €4.99 may apply to a voluntary exchange. This charge does not apply to remedies owed for faulty or incorrectly supplied goods.

Damage and issues

Inspect your order on receipt and report any defect, damage or incorrect item promptly. Reporting within 7 days helps us resolve the issue quickly, but is not a deadline that limits your statutory rights. Remedies required for faulty or non-conforming goods are free of charge, including return costs borne by us.

Lifetime warranty — NuovaGlam™ Titanium Non-Stick Pan

The NuovaGlam™ Titanium Non-Stick Pan carries a lifetime warranty against manufacturing defects, in addition to the 90-day money-back guarantee and to your statutory rights. It applies to that product only, for as long as you own it, and is not transferable.

What it covers: defective materials or assembly, a base that warps under normal domestic use, a handle or handle fixing that gives way on its own, and a titanium cooking surface that separates from the body of the pan. Where the defect is confirmed, we replace the pan free of charge; if that size is no longer available, we offer an equivalent model or a refund of the pan.

What it does not cover: normal wear (scratches, marks, discolouration, loss of shine); accidental damage (drops, knocks); misuse, such as heating the pan empty for a long time, cutting food directly in the pan, using abrasive cleaning products or metal scouring pads, or exposing it to thermal shock; professional or commercial use; damage caused by a repair or modification carried out by a third party; pans not bought from NuovaGlam or bought second-hand. Gifts and accessories supplied with an order (spatula, chopping board, lid, digital guide) are covered by the 90-day return right, not by the lifetime warranty.

How to make a claim: email contact@nuovaglam.com with your order number, a short description of the defect and two or three photos showing it clearly, plus one photo of the whole pan. Your order confirmation email is your proof of purchase, so keep it. We reply within 24 hours on working days and may ask you to send the faulty pan back, at our expense.

Personalised Paw Print of Love Bracelet

For 90 days from delivery, NuovaGlam covers manufacturing defects in the personalised bracelet. Contact contact@nuovaglam.com with your order number and details of the defect; we will arrange an appropriate remedy at no charge. Because it is engraved to order, this commercial guarantee does not provide an automatic refund for a change of mind. It does not limit statutory rights for faulty, damaged or non-conforming goods. Any more favourable commitment made to you at purchase remains binding.

Statutory rights and commercial guarantees

Commercial guarantees are additional to your statutory rights. For most online purchases, you may notify us that you wish to cancel within 14 days of delivery without giving a reason, then send the goods back within 14 days of notifying us. We refund the payments due under that right, including standard outbound delivery charges where applicable, within 14 days of your cancellation notice; we may withhold reimbursement until we receive the goods or evidence of return, whichever is earlier. You bear direct return costs only if you were informed of that obligation before purchase; otherwise we bear them. Contact contact@nuovaglam.com for the correct return address before sending anything back.

Statutory cancellation exceptions include goods made to your specifications or clearly personalised, and sealed goods unsuitable for return for health protection or hygiene reasons that have been unsealed after delivery. These exceptions do not remove rights for faulty or incorrectly supplied goods, or an expressly offered commercial trial. A promotion or bundle does not remove statutory rights. Any requirement to return an entire bundle applies only to the voluntary commercial return of that bundle and does not restrict mandatory remedies.

In Italy, new goods benefit from the two-year legal conformity guarantee from delivery. In Ireland, statutory remedies may be available for up to six years, depending on the product and the circumstances; this is not a six-year commercial warranty. Commercial periods do not shorten these rights. Contact us about repair, replacement, price reduction or refund as applicable. The 3–5-working-day commercial refund processing target below does not extend a statutory deadline.

Refunds

We will let you know once we have received and inspected your return. If approved, your refund will be issued automatically to your original payment method within 3-5 working days.

If more than 15 working days have passed since approval, contact us at contact@nuovaglam.com.

Cancellation

You can cancel your order for a full refund within 24 hours of placing it, before it enters fulfilment. Email contact@nuovaglam.com with your order number and reason.

After 24 hours your order may already have been prepared or dispatched; in that case, please follow the returns process once you receive your order. The operational 24-hour window does not limit your statutory right to cancel.