Return & Refund Policy
We want customers to have a clear process for requesting returns and refunds. This policy describes the proposed return and refund terms for Nurkivo. Mandatory consumer rights under applicable law remain unaffected.
30-Day Return Request Window
Under the proposed policy, you may request an eligible return within 30 calendar days after delivery.
To request a return, contact us at service@nurkivo.com before sending any product back. Please include your order number, the item you wish to return, the reason for the request, and any relevant supporting information.
A return request does not become an authorized return until we provide return instructions.
Return Eligibility
Unless applicable law requires otherwise, an item should generally be returned in a condition reasonably consistent with the return reason and should include the parts, accessories, and packaging reasonably necessary for us to identify and inspect it.
Normal handling needed to inspect an item does not automatically eliminate mandatory consumer rights. For voluntary returns, significant use, damage, missing parts, or other material changes not caused by a defect may affect eligibility to the extent permitted by law.
Certain products may be subject to lawful return exceptions because of hygiene, customization, perishability, digital delivery, sealing, safety, or other legally recognized reasons. Any such exception must be applicable to the actual product and must not override mandatory rights.
How to Start a Return
- Email service@nurkivo.com within the applicable return window.
- Provide your order number and the reason for the return.
- If the issue involves damage, defect, or an incorrect item, provide photographs or other reasonable evidence when available.
- Wait for our return authorization and instructions.
- Send the item only to the return address supplied for the authorized return.
Do not send a return to our registered company address unless support has specifically confirmed that address for your return.
Return Address
The actual return address is provided by support after a return is approved.
Our registered address is:
Room A206, Unit 1, Building 2, Jinyu Shijia, Renmin Avenue, Haidian Subdistrict, Meilan District, Haikou City, Hainan Province, China
This registered address is not automatically a return warehouse or authorized return destination. Sending an item to an unapproved address may delay or prevent proper processing.
Return Shipping Costs
For a voluntary return not caused by our error, defect, damage, or incorrect fulfillment, the customer is generally responsible for return shipping costs unless applicable law requires otherwise.
For a verified defective, damaged, or incorrect item, we will pay the applicable return shipping cost or provide another lawful remedy.
Inspection and Approval
After an authorized return is received, we may inspect it to verify the item, return reason, and condition. We will then notify you whether the refund or other remedy has been approved.
Inspection does not remove any mandatory statutory rights.
Refund Method
Approved refunds are generally issued to the original payment method unless applicable law requires another method or the original method cannot lawfully or technically receive the refund.
Refund Timing
Under the proposed policy, we will initiate an approved refund within 10 business days after refund approval, subject to any shorter deadline required by applicable law.
After we initiate the refund, your bank, card issuer, or payment provider may need additional time to post the funds to your account. That external posting time is separate from the time we take to initiate the refund.
Restocking Fee
We do not charge a restocking fee under the proposed policy.
Damaged, Defective, or Wrong Items
Please inspect your order after delivery. If you receive an item that is damaged, defective, or different from what you ordered, contact service@nurkivo.com promptly.
We may ask for photographs, packaging information, product identifiers, or other reasonable evidence so we can investigate. If the issue is verified, we will provide an appropriate remedy, which may include replacement, refund, or another lawful solution.
Cancellations
You may request cancellation before dispatch by contacting service@nurkivo.com. Cancellation is not guaranteed if fulfillment has already progressed or the order has been dispatched.
If a cancellation is approved after payment, any refund will generally be returned to the original payment method, subject to applicable law.
Exchanges
Exchanges may be available depending on product availability and the circumstances of the request. We may fulfill an approved exchange directly or ask you to complete a return and place a new order.
If a defective, damaged, or incorrect item is involved, your mandatory rights are not limited by the availability of an exchange.
Late or Missing Refunds
If we confirm that a refund has been initiated but you do not see it, please allow for the processing period of your bank or payment provider. If the expected processing period has passed, contact us at service@nurkivo.com so we can review the available refund information.
Statutory Rights
Nothing in this policy excludes, restricts, or replaces any consumer right or remedy that cannot lawfully be excluded or restricted. If applicable law gives you a longer return period, a cancellation right, a repair or replacement right, or another mandatory remedy, the legal requirement takes priority over any less favorable provision in this policy.
Contact
Email: service@nurkivo.com
Phone: +86 13245711432
Business Hours: Monday to Friday: 9:00 AM - 5:00 PM (UTC+8, China Standard Time)
Operating Company (storefront display name): Haikou Lianluo Trading Co., Ltd.
Registered Address: Room A206, Unit 1, Building 2, Jinyu Shijia, Renmin Avenue, Haidian Subdistrict, Meilan District, Haikou City, Hainan Province, China