Return and Refund Policy
At Nuvorelia LLC, located at 209 W 40th St, New York, NY 10018,United States
, we are committed to ensuring your satisfaction with your purchase of our musical instruments, specifically grand pianos. We understand that purchasing a grand piano is a significant decision, and we want to make your experience as smooth and confident as possible.
This policy outlines the procedures and conditions for returns and refunds for purchases made on our website, https://nuvorelia.com/.
30-Day Return Window
You have 30 calendar days from the date your order was delivered to initiate a return for your grand piano. If 30 days have passed since your delivery, we unfortunately cannot offer you a refund or exchange.
Eligibility for Returns
To be eligible for a return, your grand piano must be:
- In the same condition that you received it.
- Unused and undamaged.
- In its original packaging, including all accessories, manuals, and protective materials.
Please note that items showing signs of excessive wear, damage not present at the time of delivery, or missing original components may not be eligible for a full refund.
Non-Returnable Items
Due to the specialized nature of our products, any custom-ordered or specially modified grand pianos are not eligible for return unless they arrive damaged or defective. We do not offer gift cards, digital products, or subscriptions, so these are not subject to return. We do not sell age-restricted products.
How to Initiate a Return
To initiate a return, please contact us within the 30-day return window:
When contacting us, please provide your order number and the reason for your return. Our team will guide you through the return process, including scheduling professional freight pickup for your grand piano.
Return Shipping
For all eligible returns, Nuvorelia LLC will provide a prepaid shipping label and arrange for specialized freight transport to return the grand piano to our facility. You will not be responsible for the cost of return shipping.
Restocking Fee
We do not charge a restocking fee for eligible returns.
Refunds
Once your return is received and inspected by our team, we will send you an email notification regarding the approval or rejection of your refund.
- If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment (Afterpay / Klarna) within 5-10 business days.
- Please note that it may take some additional time for your bank or payment provider to post the refund to your account.
Damaged or Incorrect Items
If your grand piano arrives damaged or if you receive an incorrect item, please contact us immediately upon delivery (or within 48 hours of delivery). We will arrange for inspection, repair, replacement, or a full refund, depending on the circumstances and your preference, at no additional cost to you. Please retain all original packaging for inspection.
Order Cancellations
If you wish to cancel an order, please contact us as soon as possible at support@nuvorelia.com or +17186845150. Orders can only be canceled if they have not yet been processed for shipping (typically within 1-2 business days from order placement). Once an order has been shipped, it falls under our standard return policy.
Exchanges
We currently do not offer direct exchanges. If you wish to exchange an item, please follow the return process for the original item and place a new order for the desired item.
Please note that our standard shipping is free for all orders and typically takes 3-7 business days. We currently only ship domestically within the United States. We do not ship internationally.
Accepted Payment Methods
We accept the following payment methods on our website:
If you have any questions about our Return and Refund Policy, please do not hesitate to contact us:
Reviews
There are no reviews yet.