Return and refund policy

Last updated: January 1, 2026

This Return & Refund Policy applies to all products purchased through nuvox.shop. We are committed to ensuring your satisfaction with our premium ceramic mugs.

1. Return Window

We accept returns within 30 days of the delivery date. If 30 days have passed since your order was delivered, unfortunately, we cannot offer you a refund or exchange.

2. Eligibility for Returns

To be eligible for a return, your item must meet the following criteria:

• Condition: The item must be in the same condition that you received it: unused, unwashed, and in its original packaging.
• Safety & Hygiene: As ceramic mugs are food-contact items, any products showing signs of use or liquid stains are not eligible for return.
• You must provide a receipt or proof of purchase.

Non-returnable items:

• Gift cards.
• Personalized or custom-printed mugs.
• Items damaged due to customer mishandling after delivery.

Items sent back to us without first requesting a return will not be accepted.

3. Return Process

To start a return, you can contact us at support@nuvox.shop or call us at +380 68 807 6424.

• Step 1: Contact our support team with your order number and reason for return.
• Step 2: If your return is accepted, we will provide you with instructions on how and where to send your package.
• Step 3: Pack the items securely (using original protective materials to prevent breakage) and send it to our designated address.

4. Return Shipping Fee

• Defective/Damaged Products: If the mug is incorrect, broken during transit, or has manufacturing defects, we will cover the return shipping cost.
• Customer Remorse: If you purchased the wrong color/design or no longer want the item, you (the customer) will be responsible for paying the return shipping costs back to our facility in Ukraine.
• Restocking Fee: We do not charge a restocking fee on returns.

5. Return Address

Please do not send your purchase back to the manufacturer. Returns should be sent to:

street Koblevska, build 10/12 Odesa, Odeska oblast, 65029 Ukraine

6. Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

7. Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

8. Contact Us

If you have any questions about our Returns and Refunds Policy, please contact us:

• Email: support@nuvox.shop
• Phone: +380 68 807 6424
• Address: street Koblevska, build 10/12, Odesa, Odeska oblast, 65029, Ukraine