Cancellation, Return, & Refund

For the purposes of this policy:

“Company,” “we,” “us,” and “our” refer to Nuvana Health.

“Items” means products purchased through our website.

“Orders” means a request submitted by you to purchase products from us.

“Service” refers to our website, available at shopnuvanahealth.com

“You” and “your” refer to the customer purchasing an item or using our Service.

Policy Overview

At Nuvana Health, each product is inspected before it is prepared and dispatched. This policy explains how we manage order cancellations, returns, replacements, and refunds, along with the requirements that apply to each type of request.

By placing an order through our website, you acknowledge that you have reviewed and accepted the terms described below, including the dispute-resolution requirements in Section 2.

Before submitting a chargeback or opening a payment dispute, please contact our customer-support team at help@shopnuvanahealth.com. Most customer concerns can be addressed directly through our support process within 24 to 48 business hours.

Order Cancellations

An order may be canceled without charge within six hours of purchase, as long as it has not already entered the fulfillment process.

When a cancellation request is made after the six-hour period, but before the order has shipped, a 10% order-preparation fee will be deducted from the approved refund.

This fee accounts for fulfillment work that may have already been completed, including product inspection, packaging, labeling, and order preparation. Once an order has entered preparation, these expenses cannot be recovered.

To request a cancellation, email help@shopnuvanahealth.com and include your order number.

After an order has been transferred to the shipping carrier, it can no longer be canceled. Any further request must be handled under the return conditions outlined in this policy.

Dispute Resolution and Chargebacks

Nuvana Health is committed to handling customer concerns promptly and fairly.

Before filing a chargeback or initiating a payment dispute through your bank, credit-card company, PayPal, or another payment provider, you must first contact our support team at help@shopnuvanahealth.com

Please provide your order number and a clear explanation of the issue.

Our team generally responds within 24 business hours. Valid claims are typically resolved within 5 to 10 business days, depending on the circumstances and any information required to complete the review.

A chargeback submitted without first contacting our support team, or one submitted for a reason that is not eligible under this policy, may be formally disputed with the bank or payment provider. In such cases, we may provide the policies accepted during checkout, shipment records, tracking information, customer communications, and other relevant documentation.

60-Day Comfort Trial and Eligible Claims

Our 60-Day Comfort Trial gives you an opportunity to use your Nuvana Health product as part of your normal daily routine.

The trial applies only to the qualifying situations listed below.

Claims that may qualify for a return or replacement

An item may qualify when:

  • It arrived with a verified defect, such as damaged stitching, a torn cover, missing components, or malfunctioning electronics.
  • It was damaged while being transported to you.
  • You received the wrong product.
  • You received an incorrect quantity.
  • A manufacturing defect becomes apparent during normal use within 60 days after delivery.

Requirements for submitting a claim

To be considered, you must:

  1. Contact help@shopnuvanahealth.com within seven days after delivery for products that arrived damaged, incorrect, incomplete, or in the wrong quantity.
  2. Contact us within 60 days after delivery when reporting a manufacturing defect that developed during ordinary use.
  3. Provide your order number and clear photographs or a short video showing the reported issue.
  4. Receive written Return Merchandise Authorization, also referred to as RMA approval, before sending an item to any return address.

Do not mail a product back without written authorization. Returns sent without prior RMA approval will not be accepted, refunded, or shipped back to the sender.

Products and Circumstances That Are Not Eligible

For health, hygiene, safety, and fairness reasons, the following situations do not qualify for a return, exchange, replacement, or refund.

Personal comfort or feel preferences

A product is not eligible solely because it feels too firm, soft, thick, thin, warm, tight, or loose according to your personal preference.

Orthopedic cushions and support products may require an adjustment period of approximately 7 to 14 days as your body becomes accustomed to a different sitting position or level of support.

Comfort-related claims submitted before completing this adjustment period will not be processed.

Fit or compatibility concerns

A product is not eligible because it does not fit a particular chair, vehicle seat, body size, bed, workspace, or other environment.

Measurements, dimensions, weight information, size ranges, and other specifications are displayed on the applicable product page. Customers are responsible for reviewing this information and confirming compatibility before purchasing.

Medical or therapeutic expectations

A product is not eligible because it did not relieve a particular medical condition, symptom, pain level, or health concern.

Nuvana Health products are intended to provide general comfort, posture support, and wellness assistance. They are not medical devices and are not designed to diagnose, treat, cure, or prevent any illness, injury, or medical condition.

Experiences and results may differ depending on body type, usage, sitting habits, medical history, and other individual circumstances.

Change of mind or ordering mistakes

Returns and refunds are not available because:

  • You changed your mind after the order shipped.
  • You no longer want or need the product.
  • You placed the order by mistake.
  • You accidentally ordered more than one.
  • The product was purchased as a gift and the recipient does not want it.
  • You experienced buyer’s remorse or another subjective change in preference.

Hygiene and sanitary exclusions

Products that have been used, worn, sat on, slept on, placed against the body, applied to the skin, washed, stained, damaged, or removed from sanitary or sealed packaging are considered used personal-wellness products.

For hygiene and safety reasons, these products cannot be returned for a refund.

This exclusion includes cushions, pillows, posture supports, belts, braces, correctors, massagers, and other products that come into direct contact with the body.

Misuse, damage, or improper maintenance

Coverage does not apply to damage resulting from:

  • Drops or impacts
  • Water or other liquid exposure
  • Pets
  • Sharp objects
  • Improper cleaning
  • Improper storage
  • Incorrect use
  • Product alterations
  • Unauthorized repairs
  • Improper voltage
  • Incorrect or excessive charging of electronic products
  • Use that conflicts with the instructions supplied with the item

Claims submitted after the deadline

A request is not eligible when it is submitted after the applicable 7-day or 60-day claim period described in Section 3.

Final-sale products

The following purchases are considered final sale and cannot be returned:

  • Bundles
  • Multipacks
  • Gift sets
  • Clearance products
  • Products purchased with a promotional discount greater than 50%

5. Return Procedure for Eligible Claims

Only approved and eligible claims may be returned.

Step 1: Contact customer support

Email help@shopnuvanahealth.com and provide:

  • Your order number
  • A description of the problem
  • Clear photographs or a short video showing the issue
  • Any additional information requested by our support team

Step 2: Wait for our review

Our team generally reviews complete requests within 24 to 48 business hours.

When a return is approved, we will provide written RMA authorization and the correct return address.

Products must not be sent to the address shown on the original shipping label unless our team specifically instructs you to use that address.

Step 3: Send the approved return

The product must be shipped using a delivery service that provides tracking.

You are responsible for keeping the tracking number and proof of shipment until the return has been fully processed.

Untracked returns are sent at the customer’s risk. If an untracked shipment is delayed, lost, or cannot be confirmed as delivered, a refund will not be issued.

Step 4: Return-shipping responsibility

When a return is approved because the item was verified as defective, damaged during shipping, incorrect, or supplied in the wrong quantity, Nuvana Health will cover the applicable return-shipping cost.

When a return that would not ordinarily qualify is approved at our sole discretion as a customer-service or goodwill exception, the customer is responsible for return shipping.

A 20% order-preparation and handling fee will also be deducted from any refund provided as a goodwill exception.

This charge reflects fulfillment work already performed before dispatch, including inspection, packaging, labeling, and order processing.

Step 5: Inspection and refund

After the approved product has been received, our team will inspect it to confirm that it matches the details supplied in the claim.

When the return passes inspection, the eligible refund will generally be issued within 5 to 10 business days.

Refunds are sent to the original payment method. Processing times after issuance may vary depending on the customer’s bank, card provider, or payment service.

Items Included and Excluded From Refunds

An approved refund applies only to the eligible purchase price of the product.

The following charges are not refundable:

  • Original shipping charges, when applicable
  • Shipping Protection fees
  • Express or expedited delivery upgrades
  • Return-shipping expenses, unless the return concerns a verified defect, shipping damage, or incorrect item
  • Order-preparation and handling charges, when applicable
  • Other processing or service charges associated with the order

Replacements

Instead of providing a refund, Nuvana Health may offer a replacement for an item that arrived defective, damaged, incomplete, or incorrect.

Approved replacement products will be shipped without an additional product or standard-shipping charge.

Replacement orders are subject to the standard preparation and delivery estimates shown in our Shipping Policy.

A replacement does not restart or extend the original warranty or claim period unless required by applicable law.

Electronic Products

The following additional terms apply to massagers and other Nuvana Health products containing batteries, motors, charging components, or electronic parts.

Verified manufacturing defects involving the battery, motor, charging system, or electronic components are covered for 60 days after delivery under the requirements in Section 3.

The following damage is excluded:

  • Water or liquid exposure
  • Drops or impact damage
  • Incorrect charging
  • Use of an improper voltage
  • Use of an incompatible charger
  • Excessive charging
  • Unauthorized disassembly
  • Product modification
  • Repair by someone who has not been authorized by Nuvana Health

A unit that has been opened, altered, modified, or repaired by an unauthorized person is not eligible for a return, refund, or replacement.

Undeliverable, Refused, and Unclaimed Orders

An order is not eligible for a refund when delivery fails because of an action, omission, or error by the customer.

Examples include:

  • Providing an incorrect or incomplete shipping address
  • Leaving out an apartment, suite, or unit number
  • Missing the carrier’s delivery attempts
  • Refusing delivery
  • Failing to collect a package from a carrier or pickup location
  • Providing inaccurate contact or delivery information

Once an order has been transferred to the carrier using the shipping address entered during checkout, Nuvana Health has completed its shipping obligation.

A package affected by a customer-caused delivery problem may be held at a carrier facility, sent through the carrier’s return network, abandoned, destroyed, or otherwise handled according to the carrier’s procedures.

Nuvana Health does not always receive packages that have been marked undeliverable, refused, or unclaimed. For this reason, no refund will be issued for these situations.

Reshipment

When the carrier confirms that the package can still be recovered, we may offer to have it shipped again.

The customer will be responsible for an additional shipping charge. The amount will depend on the carrier, package, destination, and delivery service required.

This charge covers the cost of processing and dispatching the order another time.

Customers are responsible for reviewing all shipping information before completing checkout. Additional details are available in our Shipping Policy.

Contact Information

For questions concerning cancellations, returns, replacements, refunds, or payment disputes, contact us using the information below:

Email: help@shopnuvanahealth.com

Our team generally responds within 24 business hours.

Effective date: June, 21 2026

Nuvana Health may revise this policy when necessary. The version in effect on the date an order was placed will apply to that purchase.