Refund policy

Last updated: September 15, 2026

This Return and Refund Policy applies to purchases made through NUVORA.

NUVORA is a trading name operated by JOUADA LTD.

Nothing in this policy limits or excludes any rights available to you under applicable consumer law.

1. Your Right to Cancel

If you purchase online as a consumer, you generally have the right to cancel your order without giving a reason.

You must notify us within 14 days after receiving your order. After notifying us, you must return the eligible products within a further 14 days.

To request a cancellation, email support@nuvora.life and include:

  • Your full name

  • Your order number

  • The email address used at checkout

  • The product you wish to return

  • A clear statement that you wish to cancel your purchase

If your order has not yet been dispatched, we will try to stop it before shipment. We cannot guarantee cancellation once processing or dispatch has begun.

2. Change-of-Mind Returns

Products returned because you changed your mind must be:

  • Unused and unopened

  • In their original condition

  • Sealed, where the product was supplied with a safety or hygiene seal

  • Returned with any included packaging, where reasonably possible

For health and safety reasons, opened or unsealed food supplements cannot normally be returned as a change-of-mind return.

This restriction does not apply where a product is faulty, damaged, incorrectly supplied, not as described, or eligible under our voluntary money-back guarantee.

Unless the return results from our mistake or a faulty, damaged or incorrect product, you are responsible for the return postage cost.

3. NUVORA Money-Back Guarantee

In addition to your statutory rights, eligible first-time product purchases are protected by a voluntary money-back guarantee.

Tart Cherry Restore

Eligible first-time purchases of Tart Cherry Restore are covered by our extended 60-day money-back guarantee, beginning on the date the order is delivered.

The guarantee allows you to try Tart Cherry Restore as directed. Opening the first container does not automatically make your claim ineligible.

To request a guarantee refund, contact support@nuvora.life within the applicable guarantee period and provide:

  • Your full name

  • Your order number

  • The email address used at checkout

  • A brief explanation of your experience

If your purchase contained multiple units, we may require any remaining unopened units and the opened container to be returned before completing the refund. We will provide return instructions where required.

The voluntary guarantee is limited to one eligible first-purchase claim per customer, household and product. It does not cover:

  • Repeat purchases or subsequent orders of the same product

  • Products purchased from an unauthorized third party

  • Deliberate misuse or use contrary to the product directions

  • Fraudulent, abusive or duplicate claims

  • Products for which proof of purchase cannot reasonably be provided

These conditions do not limit your legal rights where a product is faulty, damaged, unsafe, incorrectly supplied or not as described.

4. Damaged, Faulty, Missing or Incorrect Products

Please inspect your order after delivery.

If your order arrives damaged, contains the wrong product, has missing items, or you believe a product is faulty, contact us as soon as reasonably possible at support@nuvora.life.

Please provide:

  • Your order number

  • A description of the problem

  • Photographs of the product, parcel, packaging and shipping label, where possible

Photographs help us investigate the issue with our fulfilment or delivery provider, but failure to provide photographs does not automatically remove any mandatory rights you may have.

Do not dispose of the affected product or packaging until we have reviewed your request, unless retaining it would be unsafe.

Where appropriate, we will offer a replacement, refund or another remedy in accordance with applicable consumer law.

5. Subscription Orders

Cancelling a subscription stops future renewals. It does not automatically cancel or refund an order that has already been processed.

Existing customers can manage their subscriptions through our Manage My Subscription page or contact us at support@nuvora.life.

For complete renewal and cancellation terms, please review our Cancellation Policy.

A subscription cancellation does not affect your rights concerning products that are faulty, damaged, incorrectly supplied or otherwise protected by applicable law.

6. Starting a Return

You must contact us before returning a product.

Email support@nuvora.life with the required order details. If your return is accepted, we will provide the appropriate return address and instructions.

Do not send returns to our registered office unless we specifically instruct you to do so. Products sent without contacting us first may be delayed or sent to an address that cannot process returns.

You should retain proof of postage until your return and refund have been completed.

7. Return Postage

We will cover reasonable return costs where:

  • The product is faulty

  • The product arrived damaged

  • You received the wrong product

  • The return was caused by an error made by us

For change-of-mind returns and voluntary guarantee claims, you are normally responsible for return postage unless we confirm otherwise.

We are not responsible for returned parcels lost or damaged before reaching the designated return location. We recommend using a tracked postal service.

8. Refunds

Approved refunds will be issued to the original payment method.

For statutory cancellations, refunds will be processed within the period required by law. We may wait until we receive the returned products or receive acceptable evidence that they have been sent back.

Where applicable, a statutory cancellation refund includes the cost of the least expensive standard delivery method offered when the order was placed. Additional charges for premium or expedited delivery are not refundable unless required by law.

Voluntary guarantee refunds cover the eligible product purchase price after discounts. Original premium-delivery charges and return-postage costs are not included unless we confirm otherwise or applicable law requires it.

After we issue a refund, your bank or payment provider may require additional time to show it in your account.

9. Refused and Uncollected Deliveries

If an order is returned because it was refused, uncollected, or sent to an incorrect or incomplete address supplied during checkout, we will contact you when the parcel is received.

Any refund or redelivery may be reduced by reasonable additional delivery or return costs, where permitted by law.

This does not apply where the delivery problem was caused by us or our delivery provider.

10. Exchanges and Replacements

Where appropriate, we may offer a replacement instead of a refund for damaged, faulty, missing or incorrectly supplied products.

If you want a different product for personal-preference reasons, contact us first. We do not guarantee direct exchanges, and you may need to return the eligible product and place a new order.

11. Abuse of This Policy

We may reject voluntary guarantee claims where we reasonably identify fraud, repeated abuse, deliberate damage, falsified information or attempts to obtain refunds for products not purchased from NUVORA.

This section does not affect legitimate statutory claims.

12. Contact Us

For cancellations, returns, guarantee claims or refund questions, contact:

JOUADA LTD
Trading as NUVORA
128 City Road
London EC1V 2NX
United Kingdom
Email: support@nuvora.life

Please do not return products to this address unless our support team specifically provides it as the return address.