RETURNS & REFUNDS

Returns & Refund Policy

At House of Nuvane, we want you to feel confident when shopping with us. Every order is handled with care, and we work to ensure that products reach you in the condition you expect.

If there is an issue with your order, please contact our support team as soon as possible so we can review the situation and determine the appropriate resolution.

Return Eligibility

We accept eligible return requests made within 7 days of receiving your order.

To qualify for a return, the product must:

  • Be unused and in its original condition.

  • Be in the same condition in which it was received.

  • Include original packaging, tags, accessories, and included items where applicable.

  • Show no signs of use, washing, wear, damage, alteration, or misuse.

  • Be returned only after receiving approval from House of Nuvane.

Returns sent without prior approval may not be accepted.

Because many of our products are internationally sourced, returned products may require additional inspection before a refund, replacement, or exchange is approved.

Non-Returnable Items

For hygiene, safety, product integrity, and operational reasons, certain products may not be eligible for return.

These may include:

  • Products specifically marked Final Sale or Non-Returnable.

  • Personalized or specially sourced products.

  • Products that have been used, worn, washed, altered, or damaged after delivery.

  • Products missing original packaging, tags, accessories, or included items.

  • Hygiene-sensitive or personal-use products where applicable.

  • Digital products or gift cards, where offered.

  • Any product specifically identified as non-returnable on its product page.

If you are unsure whether an item qualifies for return, please contact us before sending it back.

Damaged, Defective, or Incorrect Orders

We carefully prepare orders before dispatch. However, if your order arrives damaged, defective, incomplete, or different from what you ordered, please contact us within 48 hours of delivery.

To help us investigate the issue, please provide:

  • Your order number.

  • Clear photographs of the product.

  • Photographs of the packaging and shipping parcel.

  • A clear description of the issue.

We may also request an unboxing video or additional photographs where necessary, particularly for claims involving damage or missing items.

Once the claim has been reviewed and approved, we may provide an appropriate resolution, which may include:

  • Replacement

  • Exchange

  • Store credit

  • Refund

The resolution will depend on the nature of the issue, product availability, and the circumstances of the claim.

Change-of-Mind Returns

If you simply change your mind about a purchase, an eligible return may be considered within the 7-day return period, provided the product meets all return conditions.

However, because our products are internationally sourced and fulfillment costs can vary significantly, return shipping costs for change-of-mind returns are the customer's responsibility.

Original delivery or shipping charges are generally non-refundable.

Certain products may also be excluded from change-of-mind returns and will be identified on their product page or at the time of purchase.

How to Request a Return

To request a return, please contact our support team with:

  • Your order number

  • Product name

  • Reason for the return

  • Clear photographs where relevant

Our team will review your request and, if approved, provide the return instructions.

Please do not send a product back before receiving return approval.

Returned products must be packaged securely to prevent damage during transit.

Return Shipping Costs

If the return is approved because of an error on our part — such as receiving an incorrect, defective, or damaged product — House of Nuvane may cover or reimburse reasonable return delivery costs where applicable.

For approved change-of-mind or other customer-requested returns, the customer is responsible for the return shipping costs.

If a returned product is found not to meet our return conditions, the return may be rejected and the product may be sent back to the customer at the customer's expense.

Inspection of Returned Products

All returned products are subject to inspection.

A return may be rejected if the product:

  • Has been used or worn.

  • Has been washed or altered.

  • Shows signs of damage or misuse.

  • Is missing original packaging or accessories.

  • Is materially different from the condition in which it was delivered.

  • Does not meet the applicable return requirements.

We will notify you of the outcome after the returned product has been assessed.

Refunds

Once an approved return has been received and inspected, we will confirm whether the refund has been approved.

Where a refund is approved, it will generally be processed using the payment method or payment arrangement used for the original order, where reasonably possible.

For orders paid through Bank Transfer, Easypaisa, or JazzCash, we may request the necessary account details to process an approved refund.

Refund processing times may vary depending on the payment method and financial institution.

Cash on Delivery orders are not automatically eligible for cash refunds at the time of delivery. Where a refund is approved for a COD order, our team will provide the appropriate refund procedure.

Exchanges & Replacements

Where an item is defective, damaged, incorrect, or otherwise qualifies for a replacement or exchange, we will assess the situation based on product availability.

If the exact replacement product is unavailable, we may offer an alternative resolution such as:

  • Store credit

  • Refund

  • Replacement with an available alternative

The available resolution will depend on the circumstances and product availability.

Order Cancellations

Cancellation requests should be submitted as soon as possible after placing an order.

Orders may generally be cancelled before they enter processing or fulfillment.

Once an order has been sourced, processed, packed, dispatched, or otherwise entered fulfillment, cancellation may no longer be possible.

Because many of our products are sourced internationally, we may begin the sourcing or fulfillment process shortly after an order is placed.

Refused Deliveries & Returned Packages

If an order is returned because the customer:

  • Refuses to accept the delivery.

  • Provides an incorrect or incomplete address.

  • Cannot be contacted or repeatedly misses delivery attempts.

  • Requests delivery to an unavailable or unserviceable location.

additional delivery, return, handling, or fulfillment costs may apply.

For COD orders, repeated refusal of deliveries may also affect eligibility for future Cash on Delivery purchases.

Any refund in such circumstances will be assessed after the returned shipment has been received and relevant costs have been determined.

Internationally Sourced Products

Many House of Nuvane products are sourced internationally.

This allows us to offer products and collections that may not be readily available through conventional Pakistani retailers, but it also means that certain products may have longer fulfillment and delivery timelines.

Customers should review the applicable product and shipping information before placing an order.

International sourcing or longer delivery time alone does not constitute a product defect or grounds for a refund.

Important Note Regarding Product Appearance

Due to differences in lighting, photography, screen settings, manufacturing batches, and product availability, minor variations in colour, texture, packaging, or appearance may occasionally occur.

Such minor variations do not necessarily constitute a defect.

If you believe the product you received is materially different from what was advertised, please contact us so our team can review the matter.

Fraudulent or Abusive Return Requests

House of Nuvane reserves the right to refuse returns, refunds, replacements, or exchanges where there is reasonable evidence of:

  • Product misuse or intentional damage.

  • Fraudulent claims.

  • Repeated abusive return behaviour.

  • Attempts to return a different product from the one purchased.

  • Missing or substituted components.

  • Any other misuse of our return process.

This does not affect any rights you may have under applicable Pakistani law.

Contact Us

For questions regarding returns, refunds, exchanges, damaged products, or order issues, please contact the House of Nuvane support team through the contact details provided on our website.

When contacting us about an order, please include your order number so we can assist you as efficiently as possible.

We aim to handle every legitimate concern fairly and provide an appropriate resolution whenever possible.

House of Nuvane

Curated Internationally. Chosen for Pakistan.