Warranty Policy

Attention, this policy applies only to Kickstarter and Indiegogo orders.

Exchange and Repair Only Policy

If you notice any damage after receiving the product, please contact us within 7 days to report the problem and provide an unpacking video as evidence. Nuvy will provide an exchange service based on the information obtained. If the unpacking video is not provided, Nuvy will provide warranty maintenance services.

In addition, if you notice any problems with the appearance or function of the product within 7 days of receiving it, and the product can be returned to its original state, please contact the Nuvy Support Center immediately. Our Support Center will assess whether the product qualifies as damaged upon arrival and offer you the exchange service.

Nuvy will provide a free replacement for products damaged due to non-human factors. You will be responsible for paying the shipping fees for the initial delivery, while Nuvy will cover the shipping fees for returning the product and sending the new product to you.

Attention: During the warranty period, please keep the original packaging box for convenient shipment. The deadline is based on the date of complaint.

 

Exchange Process

To guarantee a fast and smooth warranty process: Please inform us of your order number, describe the issue with the product, and provide pictures that clearly display the problem. Once we have received your complaint email in our Support Center’s inbox, we will reply within 48 hours. Please do not return your products directly to the address on the package you received. Only the return address provided by our Support Center is valid. Any return or exchange will be processed once accepted by our Support Center. Please provide us with the return tracking number after you send back the items; otherwise, we will not be able to proceed with the reshipment.

Shipping Fees

Nuvy is not responsible for covering any shipping costs associated with returns or repairs due to customer-related factors, including but not limited to a change of mind, preference, or any self-inflicted damage to the item. If a return is initiated by the consumer, the consumer will be responsible for the shipping fees. The specific fee will depend on the chosen courier service.

 

1 Year Limited Warranty

For customers who have purchased Nuvy products directly from our official websites as well as from Kickstarter and Indiegogo crowdfunding platforms, Nuvy offers a one-year warranty. The warranty period starts from the date of customer receipt of the products.

If you encounter any issues with the product not functioning properly or if it is found to be defective upon receipt, please contact us at support@nuvycare.com to request warranty service.

During the warranty period, Nuvy provides free service for repairing or replacing defective parts, including transportation costs (excluding international shipping). We also offer onsite repairs at reasonable costs, taking into consideration travel and technical time.

Precondition

  1. The product is directly purchased from the above-mentioned official websites, and customer can provide valid order number and/or relevant register email account to us.
  2. The product is still within the one-year warranty (counting form the receipt date of the package).
  3. After contacting our technical support team: support@nuvycare.com, or through other official channels, our staff has confirmed that the problem cannot be solved through remote technical guides.

 

Replacement Policy 

Our replacement policy is valid for 15 days, starting from the receipt date of the package.

Within 15 days of receiving the product, if you find the outer or inner packaging damaged, something missing, the product damaged, or the product defective, you can contact us to request a replacement. Once verified, we’ll process the replacement for you. You are responsible for paying the shipping fees for the initial delivery, while Nuvy will cover the shipping fees for returning the product and sending the new product.

If more than 15 days have passed since receiving the product and it does not work properly, you cannot request a replacement, but you can request maintenance or repair.

Replacement Procedures

  1. Submit a request
  2. Nuvy provides a return address
  3. You return the product and provide its tracking number
  4. Nuvy receives the package and checks it
  5. Nuvy sends a new product and provides its tracking number
  6. You receive the new product

 

Maintenance Policy

Within the one-year warranty period, if the product does not work properly and needs maintenance or repair, you can contact us to submit your request.

If you request a maintenance service within one year of receiving the product, you will be responsible for paying the shipping fees for the initial delivery. Nuvy will address the problems and cover the shipping fees for returning the product to you.

If more than one year has passed since receiving the product and you need maintenance service, please refer to Post-Warranty Support for further assistance.

Maintenance Procedures

  1. Submit a request
  2. Nuvy provides a return address
  3. You return the product and provide its tracking number
  4. Nuvy receives the product and fixes the problem(s)
  5. Nuvy sends the product and provides its tracking number
  6. You receive the product

Note: We’ll usually return the product to your original delivery address. If you have changed your address during the maintenance process, please provide the new address before we send the product.

 

Non-Warranty Service

If Nuvy determines that the product is an official original but the defect or damage does not meet Nuvy's warranty service conditions, or the product is beyond the warranty period, Nuvy will provide a paid repair service for the defective product. This warranty does not cover services not mentioned and may incur additional fees.

Non-applicable Situations

  1. The product is not purchased on our official websites , Kickstarter or Indiegogo crowdfunding platforms, but from a distributor or an individual user.
  2. The product’s one-year warranty has expired.
  3. Customer doesn’t or refuse to return the product or return the product to the wrong address.
  4. The reason why customer summit warranty service is the quality issue of the product. However, when we receive the returned product, we find it’s damaged due to customer’s maloperation.
  5. The defect is not caused by production error or the product itself but by customer, like improper operation of the customer, etc.
  6. Without Nuvy’s permission or confirmation, customer disassembles the product to check or repair, which results in damage to the product.
  7. Customer uses unauthorized unreliable, or incompatible third-party accessories, which caused damages to the product.
  8. Products that operate properly.
  9. Other situations that customer cannot prove the defect isn’t caused by the product itself.