Returns & Exchanges

Domestic Returns & Exchanges (Nigeria)

For orders delivered within Nigeria, customers may request a return within 48 hours of confirmed delivery, provided that:

The product has not been used.
The product remains in its original condition.
The original packaging remains intact.

The original dispatch/delivery fee is not included as part of a return.

For standard returns, the customer is responsible for the cost of returning the item to Nuvilla Home.

Domestic Exchanges (Nigeria)

For orders delivered within Nigeria, customers may request an exchange within 48 hours of confirmed delivery.

To qualify for an exchange, the product must be:

Unused
In its original condition
Returned with its original packaging intact

Provided these conditions are met and the exchange is requested within the applicable 48‑hour period, Nuvilla Home will coordinate dispatch of the replacement/exchange item at no additional delivery cost to the customer.

International Returns & Exchanges

For international customers, the applicable return, exchange and reporting period is 14 days from confirmed delivery.

The 14‑day period applies consistently to:

Standard returns
Exchanges
Damaged or defective product claims
Relevant missing or lost‑item claims

The domestic 48‑hour period does not apply to international customers.

Where international return shipping is required for a standard return, the customer is responsible for the applicable return‑shipping cost, unless the return results from a proven damaged, defective or incorrect product supplied by Nuvilla Home.

How to Initiate a Return, Exchange or Claim

Customers do not need to use one specific communication channel.

To initiate a return, exchange or claim, customers may contact Nuvilla Home through any of the following:

Email
WhatsApp
Instagram Direct Message
Facebook Messenger

When contacting Nuvilla Home, customers should provide:

Their invoice or order information
Their original order date
Relevant details regarding the return, exchange, damaged item, defective item or delivery issue

Where a damaged or defective item is involved, Nuvilla Home may request photographs or other reasonable information necessary to assess the issue.

Once contacted, Nuvilla Home will provide the customer with the appropriate next steps.

Damaged, Defective or Lost Orders

Damaged or Defective Products

If an item arrives damaged or defective, the customer should contact Nuvilla Home within the applicable reporting period:

Domestic / Nigerian Orders: within 48 hours of confirmed delivery.
International Orders: within 14 days of confirmed delivery.
Where the damage or defect is established, Nuvilla Home will promptly arrange replacement of the affected product at no additional delivery cost to the customer.
If Nuvilla Home is unable to replace the affected product, store credit for the applicable product value will be issued.
This remedy is separate from, and does not contradict, Nuvilla Home’s general no‑cash‑refund policy.

Lost Orders

If an order is believed to have been lost during delivery or dispatch, Nuvilla Home will work with the delivery provider and the customer to establish what occurred.
Customers should report delivery issues within the applicable reporting timeframe:
Domestic / Nigerian orders: within 48 hours of the expected or confirmed delivery event, where applicable.
International orders: within 14 days of the applicable delivery confirmation or of the delivery issue becoming apparent.
Once an order is confirmed as lost, Nuvilla Home will promptly arrange replacement of the affected product where possible.
If replacement is not possible, store credit for the applicable product value will be issued.

These terms are intended to protect customers while recognising that Nuvilla Home may not automatically assume liability for every courier delay, incorrect delivery address or other circumstance outside its reasonable control.

No-Cash-Refund Policy

Nuvilla Home operates a no-cash-refund policy. Monetary refunds are not routinely available.
Where a standard return or exchange meets the conditions outlined above, Nuvilla Home will provide the appropriate return or exchange resolution.
For products confirmed as lost, damaged or defective, replacement will be offered where possible. If a replacement cannot be provided, store credit for the applicable product value will be issued.

Order Cancellations

Ready-to-Ship and standard Made-to-Order orders may be cancelled before dispatch, provided production has not begun where applicable.
Once production has begun on a Made-to-Order item, the order can no longer be cancelled.
Custom and Bulk Orders cannot be cancelled once production has begun. For Bulk Orders, the 50% deposit becomes non-refundable once production has commenced.
Where an order is eligible for cancellation before dispatch or production begins, the applicable order value will be issued as store credit in accordance with our no-cash-refund policy.

Custom Orders - Production & Payment

Custom Orders are commissioned according to the customer’s confirmed measurements, specifications, reference images or other agreed requirements.
Customers are responsible for reviewing and confirming all measurements, specifications and information supplied before production begins. During production, Nuvilla Home will maintain reasonable communication and provide an opportunity for relevant changes before completion where practicable.
Once a Custom Order has been commissioned and production has begun, it is non-refundable and cannot be cancelled.
Payment on Delivery is not available for Custom Orders. Payment must be made before production in accordance with the terms confirmed for the order.