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Return and Refund Policy

Return and Refund Policy

At Nuvaraq, we prioritize transparency in our operations. Our Return and Refund Policy is designed to comply with the Personal Data Protection Act (PDPA) and the Consumer Protection (Fair Trading) Act (CPFTA) of Singapore, specifically the "Lemon Law" provisions.

These regulations ensure that consumers receive goods of satisfactory quality and provide a framework for solutions if products do not conform to the contract. Our policy also aligns with global advertising standards to ensure clarity for our visitors.

30-Day Return Window

We provide a 30-day window for returns, which commences on the day your order is delivered to your address in Singapore. This timeframe allows you to inspect your purchase and ensure it meets your expectations and our quality standards.

In accordance with the CPFTA, this period provides ample opportunity to report any discrepancies or defects found upon delivery.

Conditions for Returns

Under the Singapore Lemon Law, a consumer is entitled to a solution if a product is defective or does not match its description at the time of delivery. Therefore, we accept returns only for items that are damaged, faulty, or incorrect. To initiate a return, please send an email to help@nuvaraq.com.

It is important to note that we do not offer returns, exchanges, or refunds for a change of mind. We encourage our shoppers to review their selections thoroughly before finalizing an order. Additionally, items that have been misused, altered, or damaged by the user after delivery are not eligible for a return.

The Return Process

Once you notify our team of an issue, we will arrange a courier to collect the item from your location at no cost to you. We handle the logistics of the return to ensure a seamless experience.

Upon receiving the item at our facility, our team will perform an inspection within 24 hours to assess the condition of the goods and verify the reported issue.

Refund and Replacement Solutions

Following the inspection, we will offer a resolution based on the situation:

  • Replacement: If the item is in stock, we will arrange to send a substitute to you immediately.
  • Full Refund: If a replacement is not possible because the item is out of stock or the specific size is unavailable, we will issue a full refund.

Because Nuvaraq operates exclusively on a Cash on Delivery (COD) basis, we do not have your banking information on file at the time of purchase.

If a refund is required, our team will reach out to you via email to request your bank details. We process all refunds through bank transfers.

Processing Timeframes

Once we receive your banking details and initiate the refund, it typically takes up to 7 business days for the amount to appear in your account.

The exact timing depends on your specific banking provider's internal procedures. We do not apply any restocking fees for items returned due to defects or errors on our part.

Regulatory Compliance and Scope

This policy is governed by the laws of Singapore. As we operate solely within Singapore, all disputes or inquiries related to these terms will be handled under local jurisdiction. We are committed to upholding the rights of our consumers as outlined in the CPFTA and ensuring that your personal data shared during the return process is protected under the PDPA.

Our support team is available from 9:00 AM to 5:00 PM SGT, Monday through Friday, to assist you with any concerns regarding your orders.