Refund policy

Complaints and Returns Policy

Seller: elura s.r.o., Nad Hrabinou 4671/72, 949 01 Nitra, Company ID (IČO): 563 60 894; salon Nuvé Beauty, Rázusová 40, 949 01 Nitra; e-mail: info@nuvebeauty.sk, tel.: +421 911 24 00 24.

1. Returning goods within 14 days

Goods purchased in the online store can be returned without giving any reason within 14 days of receipt. Notify us of your withdrawal by e-mail at info@nuvebeauty.sk and send the goods (not cash on delivery) to the salon address: Nuvé Beauty, Rázusová 40, 949 01 Nitra. We will refund your money, including the cost of the cheapest delivery method, within 14 days, but not before the goods have been delivered back to us.

For hygiene reasons, cosmetics with a broken protective seal (opened or used products) cannot be returned.

2. Complaints about defective goods

2.1 The warranty period is 24 months from receipt of the goods; for cosmetics, no later than the minimum durability date stated on the packaging.

2.2 Defects include in particular damaged or incomplete goods, goods with faulty packaging (e.g. a non-functioning pump), goods past their durability date at the time of delivery, or goods other than those ordered. Individual sensitivity or an allergic reaction to ingredients listed in the composition, or a change in packaging design by the manufacturer, are not considered defects.

2.3 Submit your complaint by e-mail to info@nuvebeauty.sk (order number, description of the defect, photo) or in person at the salon. Send the goods to the salon address together with the proof of purchase.

2.4 We recommend not accepting a mechanically damaged parcel on delivery, or recording the damage with the carrier and contacting us without delay.

2.5 We will decide how to handle the complaint without delay, in complex cases within 3 working days. We will resolve the complaint no later than 30 days from its submission. We will inform you of the outcome by e-mail and issue a confirmation.

2.6 Depending on the nature of the defect, you are entitled to a replacement, a reasonable discount or withdrawal from the contract. In the case of a justified complaint, we will also reimburse the reasonable costs of sending the goods.

3. Alternative dispute resolution

If you are not satisfied with how your complaint was handled, contact us at info@nuvebeauty.sk. If we do not grant your request or do not respond within 30 days, you may submit a request for alternative dispute resolution to the Slovak Trade Inspection (www.soi.sk).