Returns & Refund Policy

Last updated: August 11, 2026

At NuvoraPaw, we want you to be completely satisfied with your purchase. If you are not satisfied with your order, please contact us at soporteney@gmail.com and we will help you with your return or refund request.

This Returns & Refund Policy applies to purchases made through the NuvoraPaw online store.

Nothing in this policy is intended to limit or exclude any consumer rights that cannot legally be excluded under the laws applicable to your purchase.

1. Right to Cancel Your Order

If you are located in the European Union or the United Kingdom, you may have a legal right to cancel your online purchase within 14 days of receiving your order, without having to provide a reason.

For customers in other countries, cancellation and return rights may vary depending on applicable local laws.

To exercise your right to cancel, please contact us at:

Email: soporteney@gmail.com

When contacting us, please include your order number and clearly state that you wish to cancel or return your order.

2. Return Conditions

For voluntary returns, including returns because you have changed your mind, the product should be returned:

• In its original condition, as far as reasonably possible.

• Unused, except where necessary to inspect or handle the product to establish its nature, characteristics, and functionality.

• With the original packaging.

• With all original accessories and components.

• With the original order information or order number whenever possible.

You are responsible for taking reasonable care of the product while it is in your possession.

Where permitted by applicable law, we may reduce the refund to account for any loss in value caused by handling beyond what is necessary to inspect the product.

3. Return Shipping Costs

For returns made because you have changed your mind, the customer is responsible for the direct cost of returning the product to us, unless applicable law requires otherwise.

We recommend using a tracked shipping service when returning an item. NuvoraPaw cannot be responsible for returned packages that are lost or damaged during return shipping when the customer has chosen and arranged the return shipment.

For defective, damaged, incorrect, or otherwise non-conforming products, return shipping costs will be handled in accordance with applicable consumer protection laws.

4. Damaged, Defective, or Incorrect Items

Please contact us as soon as possible if you receive:

• A damaged product.

• A defective product.

• The wrong product.

• A product that is materially different from what you ordered.

• A product that does not function as described.

Contact us at soporteney@gmail.com and provide your order number together with a description of the issue.

Where appropriate, we may ask you to provide photographs or videos showing the issue so that we can assess the claim.

If the product is defective, damaged, incorrect, or does not conform to the applicable legal requirements, we will provide the remedy required by the applicable consumer protection laws.

For customers in the European Union, statutory consumer rights and legal guarantees apply in addition to this policy. EU consumer law generally provides a minimum two-year legal guarantee for goods that are faulty or do not conform to the contract.

5. Refunds

Once your return has been received and inspected, we will notify you whether your refund has been approved.

If your refund is approved, the refund will normally be issued to the original payment method used for the purchase.

The amount and timing of the refund will depend on the applicable law and the circumstances of the return.

For customers exercising a statutory cancellation right, we will refund the amounts required by applicable law. In the European Union, this generally includes the standard delivery cost paid for the original shipment, although additional costs resulting from choosing a more expensive delivery option may not be refundable.

For customers in the United Kingdom exercising their statutory cancellation rights, applicable law generally requires a refund of the standard delivery charge, subject to the applicable rules.

6. When Will I Receive My Refund?

For statutory cancellations, refunds will be processed within the timeframe required by the applicable law.

For EU customers exercising the right of withdrawal, the seller generally must reimburse the consumer without undue delay and within the applicable legal period, subject to the conditions established by law.

For UK customers exercising statutory cancellation rights, refunds are generally required within 14 days of the applicable trigger, including receipt of the returned goods or evidence that they have been sent back, as required by law.

After NuvoraPaw processes your refund, your bank or payment provider may require additional time to make the funds available in your account.

7. Returns Due to Change of Mind

If you simply change your mind about your purchase, you may request a return where permitted by the applicable law and within the applicable cancellation period.

For EU and UK customers, statutory cancellation rights apply where applicable.

The customer is responsible for the direct cost of returning the product unless otherwise required by law.

The product should be returned with its original packaging and accessories and should not have been used beyond what is reasonably necessary to inspect and establish its nature, characteristics, and functionality.

8. Exchanges

At this time, NuvoraPaw does not guarantee direct product exchanges.

If you would like a different product or need a replacement, please contact us at soporteney@gmail.com. Depending on the circumstances, we may provide a replacement or another appropriate solution where required by law.

9. Non-Returnable Situations

Returns may be refused or a refund may be adjusted where permitted by law if:

• The product has been intentionally damaged.

• The product has been used beyond what is reasonably necessary for inspection.

• The product is missing essential components or accessories.

• The product has been altered or modified by the customer.

• The customer is responsible for a reduction in the product's value resulting from improper handling.

This section does not limit any mandatory statutory consumer rights.

10. How to Request a Return

To request a return or cancellation, contact:

NuvoraPaw
Email: soporteney@gmail.com

Please include:

• Your full name.

• Order number.

• Reason for the return, if applicable.

• A brief description of the issue.

• Photographs or videos if the product is damaged or defective.

Do not send the product back to an address without first contacting us and receiving return instructions.

11. Refunds for Lost or Undelivered Orders

If your order does not arrive, please contact us at soporteney@gmail.com so that we can investigate the shipment.

Where a refund, replacement, or other remedy is required under applicable law, NuvoraPaw will provide the appropriate remedy.

12. Product Safety and Use

NuvoraPaw's products are intended for use according to the instructions and information provided with the product.

The red light therapy product is intended for pets and should be used responsibly and according to the provided instructions.

The product is not intended to replace professional veterinary diagnosis, treatment, or advice. If your pet has a medical condition, is taking medication, has recently undergone surgery, or you have concerns about whether the product is appropriate for your pet, consult a qualified veterinarian before use.

NuvoraPaw does not guarantee a particular medical or therapeutic result.

13. International Customers

NuvoraPaw sells to customers in multiple countries, including countries within the European Union, the United Kingdom, and the United States.

Consumer rights, return rights, taxes, customs requirements, and other legal protections may vary depending on the customer's country.

Nothing in this policy is intended to remove or restrict mandatory rights granted to consumers under the laws applicable to their purchase.

14. Contact Us

If you have any questions regarding returns, refunds, cancellations, or your order, please contact us:

NuvoraPaw
Email: soporteney@gmail.com

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