Return and refund policy

Business & Return Information

Returns with Nuvorqel™

Clear after-sales information matters as much as clear product information. The business entity and customer service details responsible for this website are provided below.

Brand Name Nuvorqel™
Legal Company Name Shenzhen Dongchi Technology Co., Ltd.
Business Address 5B-027, Phase II, South China International Leather, Leather Goods and Raw & Auxiliary Materials Logistics Zone, No. 1 Huanan Avenue, Hehua Community, Pinghu Subdistrict, Longgang District, Shenzhen, Guangdong, China
Customer Support Email service@nuvorqel.com
Customer Service Phone +86 133 1655 1717
Customer Service Hours Daily, 07:00–22:00
Legal Representative Liu Jingjing
Unified Social Credit Code 91440300MAEGQETU7M
Nuvorqel™ is owned and operated by Shenzhen Dongchi Technology Co., Ltd.
Return & Refund Policy

A clear process when something needs to come back.

Eligible purchases may be returned within 90 calendar days after delivery.

We want customers to understand the return process before they need it. This policy explains eligibility, return requests, shipping responsibilities, damaged or incorrect products, exchanges and refund processing.

Please contact us before sending any product back. Returns sent without prior review or to an unconfirmed address may not be processed correctly.

A return should have a clear beginning, a clear destination and a clear path to resolution.

90-Day Return Window

You have time to evaluate your purchase.

You may request an eligible return within 90 calendar days from the date your order is delivered.

Return requests submitted after the applicable return window may not qualify for a standard return unless otherwise required by applicable law.

Return Eligibility

What qualifies for a standard return.

For a preference-based return, the product should generally be returned in substantially the same condition in which it was received.

Condition

Unused And Unaltered

The product should not show signs of use, modification, assembly damage or avoidable deterioration beyond what is reasonably necessary to inspect the product.

Packaging

Original Packaging Where Reasonably Available

Please retain the original packaging, protective materials, components and included accessories where possible, as these help protect the product during return transportation.

Order Verification

Proof Of Purchase

You may be asked to provide your order number, purchase confirmation or other information that allows us to verify the transaction.

How To Start A Return

Contact us before sending anything back.

To request a return, email service@nuvorqel.com within the applicable return period.

Order Number Include the order number associated with the purchase.
Product Identify the item or items you wish to return.
Reason For The Request Briefly explain why you would like to return the product.
Photos Or Video Where Relevant For damage, missing components, incorrect products or other product-related issues, visual information may help us review the request more efficiently.
Return Instructions After the request has been reviewed, our customer support team will provide the appropriate next steps and return address where a physical return is required.
Return Address

Do not send returns to an address until it has been confirmed.

Our registered business address and the warehouse used for a particular return may be different.

Please do not send returns to our business registration address.

Once your return request is approved, our customer support team will provide the appropriate return warehouse address and return instructions for your order.

Sending an item to an unconfirmed address may delay processing or result in the parcel being unable to reach the correct return facility.

Return Shipping Costs

Who pays depends on why the product is being returned.

Preference-Based Return

Changed Mind Or No Longer Needed

If an eligible product is being returned because of a change of mind, personal preference or another reason unrelated to an error with the order, the customer is generally responsible for the return shipping cost.

Product Or Order Issue

Damaged, Defective, Incorrect Or Materially Different

If an item arrives damaged, defective, incorrect, or materially different from the product ordered or described, please contact us promptly.

After reviewing the circumstances, we will provide an appropriate replacement, refund or return solution at no additional return shipping cost to the customer where the issue is attributable to us or the fulfillment of the order.

Damage, Defects & Incorrect Items

Inspect your order after delivery.

We recommend reviewing the product and included components reasonably soon after receiving your shipment.

If the product arrives damaged, appears defective, contains missing parts, or is not the item you ordered, contact service@nuvorqel.com and provide your order number together with clear photos or video where appropriate.

Our team will evaluate the information provided and determine an appropriate solution based on the circumstances.

Exceptions

Certain products or circumstances may not qualify for a standard return.

Exception 01

Customized Or Personalized Products

Products produced, altered or configured specifically according to a customer's individualized request may not qualify for a preference-based return once production or customization has begun, except where the product is defective, incorrect, or where applicable law provides otherwise.

Exception 02

Products Damaged After Delivery

Products damaged through misuse, unauthorized modification, improper handling or circumstances occurring after delivery may not qualify for a standard refund.

Exception 03

Final-Sale Items Where Clearly Identified

If a specific item is sold as final sale and such restriction is clearly disclosed before purchase, preference-based returns may be limited, subject to applicable consumer protection law.

Exception 04

Gift Cards

Gift cards, where offered, are generally not eligible for physical product returns.

If you are unsure whether your product qualifies, contact us before sending it back.

Exchanges

When you want a different product instead.

For preference-based exchanges, the most direct process may be to request a return for the original eligible item and place a separate order for the preferred product after the return has been accepted.

If the exchange request is related to an incorrect, damaged or defective item, contact us first so we can review the order and determine the appropriate resolution.

European Union Orders

Statutory cancellation rights remain available where applicable.

Where applicable to an eligible consumer purchase delivered within the European Union, you may have a statutory right to withdraw from the purchase within 14 days without providing a reason, subject to applicable legal conditions and exceptions.

Products returned under an applicable statutory withdrawal right should be handled only to the extent reasonably necessary to establish their nature, characteristics and functioning, and should be returned with the relevant components and proof of purchase.

Nothing in this policy is intended to reduce mandatory consumer rights that apply under the laws governing your purchase.

Refund Processing

Approved refunds return to the original payment method.

Where a physical return is required, we will review the returned product after it reaches the designated return facility.

Inspection Returned products may be inspected to confirm that the return corresponds with the approved request and applicable return conditions.
Approval Once the refund has been approved, we will issue it to the original payment method used for the purchase.
Processing Time Approved refunds are generally issued within 5–10 business days after the returned item has been received and inspected, where an inspection is required.
Bank Processing After we issue a refund, your bank, card issuer or payment provider may require additional time to post the funds to your account.
Refund Delays

If an approved refund does not appear as expected.

First allow the normal processing period stated above together with any additional posting time required by your financial institution.

If more than 15 business days have passed since we confirmed that your refund was approved and the funds still do not appear, please contact service@nuvorqel.com with your order number.

Original Shipping Charges

Shipping refunds depend on the reason for the return.

For preference-based returns, original shipping charges are generally not refundable unless otherwise required by applicable law.

Where the return results from an incorrect, damaged, defective or materially misdescribed product, we will review the relevant shipping charges as part of the resolution.

Returning Your Parcel

Keep evidence of the return shipment.

Where you are responsible for arranging a return shipment, we recommend using a trackable shipping method and retaining the shipping receipt and tracking information until the return has been completed.

Please package the product appropriately to reduce the risk of damage during return transportation.

Return & Refund Support

Contact us before taking the next step.

If you are uncertain whether your order qualifies for a return, have received an incorrect or damaged product, or have questions about a pending refund, our customer service team can review the relevant information.

Email service@nuvorqel.com
Phone +86 133 1655 1717
Customer Service Hours Daily, 07:00–22:00
Existing Order Please include your order number and the email address used when placing the order.
Nuvorqel™ Return & Refund Policy

A straightforward path from request to resolution.

Our return process is designed to make the key information clear: when a return may be requested, what condition is expected, where the product should be sent, who is responsible for return shipping and how an approved refund is processed.

Please contact our customer service team before returning any product so the correct instructions and return destination can be provided.

Nuvorqel™ Customer Support
service@nuvorqel.com
+86 133 1655 1717
Daily, 07:00–22:00
Nuvorqel™ is owned and operated by Shenzhen Dongchi Technology Co., Ltd.
Business Address: 5B-027, Phase II, South China International Leather, Leather Goods and Raw & Auxiliary Materials Logistics Zone, No. 1 Huanan Avenue, Hehua Community, Pinghu Subdistrict, Longgang District, Shenzhen, Guangdong, China.
Legal Representative: Liu Jingjing
Unified Social Credit Code: 91440300MAEGQETU7M