Celebrate Our Launch With Flat 20% Off All Handbags
Effective Date : August 26, 2026
Last Updated : August 26,
2026
This Return and Refund Policy explains how Nuviaandrose handles handbags delivered damaged or delivered incorrectly within Singapore. It forms part of the Terms and Conditions and applies to purchases made through the website using cash on delivery. The policy is governed by Singapore law, including the Consumer Protection (Fair Trading) Act 2003, Sale of Goods Act 1979, Unfair Contract Terms Act 1977, Electronic Transactions Act 2010, and Personal Data Protection Act 2012. Nothing here removes any consumer right that cannot lawfully be excluded.
Customers have 30 calendar days to report an eligible return. The period begins on the date the parcel is delivered, not the order date or dispatch date. A notice received after the thirtieth calendar day may fall outside this voluntary return process, although rights that apply under mandatory Singapore law remain unaffected. To start a request, email orders@nuviaandrose.com with the customer name, order details, delivery date, a clear explanation of the issue, and photographs reasonably showing the item and reported problem.
A return is available when the handbag arrived damaged or when the product delivered differs from the product ordered. Delivery damage may include visible breakage, torn material, missing attached components, or another condition showing that the item did not arrive as described. An incorrect delivery means the customer received a different product, color, or model from the accepted order. Nuviaandrose may request photographs, packaging details, or other reasonable information to understand the issue before arranging collection. Requests are considered consistently and subject to applicable consumer law.
Nuviaandrose does not accept returns because a customer changes their mind, decides the style is unsuitable, dislikes a correctly described feature, or no longer wants the item. Minor color differences caused by screen settings, lighting, or ordinary production variation do not automatically establish damage. Items damaged through misuse, overfilling, improper storage, alteration, accidental staining, or handling after delivery may be declined under this policy. These exclusions do not apply where Singapore law provides a right that a business cannot exclude or restrict through store terms.
When the request appears to meet the stated conditions, Nuviaandrose arranges collection from the customer’s Singapore doorstep. No collection charge or restocking fee applies. The customer must provide an accessible Singapore address, agree to a reasonable collection time, and ensure the packaged item is available. If collection cannot occur because nobody is present or access is unavailable, Nuviaandrose may arrange another attempt. Returns cannot be handed to an unassigned courier or sent independently unless Nuviaandrose provides written instructions through orders@nuviaandrose.com.
Nuviaandrose assesses the returned item within 24 consecutive clock hours beginning at the recorded doorstep collection time. This period includes weekends and Singapore public holidays. The assessment compares the accepted order with the delivered item and considers the reported damage, photographs, included components, signs of use, and possible customer-caused alteration. Nuviaandrose may contact the customer if further information is reasonably needed. The outcome will be communicated using the contact details supplied with the order. This process does not delay or remove any right required by Singapore law.
When the assessment finds that the item arrived damaged or an incorrect product was delivered, Nuviaandrose offers an exchange for the correct, undamaged item. The replacement remains subject to stock availability. Nuviaandrose will arrange the exchange without adding delivery, collection, or restocking charges. If the replacement is unavailable, the customer becomes eligible for a refund. Nuviaandrose may offer another item only as an optional alternative, and the customer does not have to accept a substitute that differs from the original order.
Where an eligible replacement is out of stock, Nuviaandrose provides a refund by bank transfer. Processing begins after completion of the assessment completed within the stated 24-clock-hour period. Nuviaandrose will send the customer a case-specific link to an encrypted HTTPS refund form. The customer must enter accurate account details through that form and must not send bank information through ordinary email. Submitted details are accessible only to personnel handling the refund and are retained only while needed for operational or legal purposes. The transfer may take up to 7 business days to appear, depending on the banking provider. Questions may be sent to orders@nuviaandrose.com, but bank details should never be included.
Questions, return notices, and complaints should be sent to orders@nuviaandrose.com. Include the order information and requested outcome so Nuviaandrose can respond efficiently. If a disagreement remains after direct communication, the parties should consider available consumer assistance, mediation, tribunal, or court procedures in Singapore. The Consumer Protection (Fair Trading) Act 2003 and Sale of Goods Act 1979 may provide rights concerning unfair practices and goods that do not conform to contract. Any limitation in this policy must be read subject to those rights and the Unfair Contract Terms Act 1977.
Support Hours: 10 AM to 5 PM, Monday to Saturday, SGT