Refund policy

Refund Policy

Last updated: 17/10/2026

At Nurovia, a division of Nurovia Group (Pty) Ltd (Registration Number: 2025/500497/07), we want you to be happy with every order. If something isn't right, this policy explains how returns, refunds and exchanges work. It applies to purchases made through our website and forms part of our Terms of Service.

Changing your mind

You may cancel your order and return your items without giving a reason within 7 days of receiving them.

Contact us at info@nuroviavision.com within the 7 days and tell us your order number.
Wait for our approval and return instructions before sending anything back.
You are responsible for the cost of returning the items.
We will refund the price of the returned items in full.

Faulty, damaged or incorrect items

If your item arrives faulty, damaged, or not as described, or you received the wrong item:

Contact us at info@nuroviavision.com as soon as you notice the problem. Please report it within 7 days of delivery where possible. Your rights to return faulty goods under South African consumer law are not limited by this timeframe.
Send us your order number and clear photos or a short video of the problem, plus the packaging if it was damaged in transit.
We will cover the cost of returning the item.
We will offer a replacement first, subject to stock.

Conditions for returns

To be accepted, returned items must:

be unused, undamaged, and in their original packaging, with all accessories, manuals and documentation included;
show no signs of wear, installation, modification or misuse, unless you are returning them because they are faulty; and
be packed securely so they aren't damaged on the way back.

Please do not send items back before we have approved the return.

Items we cannot take back

For hygiene, safety and legal reasons, the following cannot be returned or refunded unless they are faulty:

Personalised, custom-made or special-order items
Used food-contact items
Opened health, beauty or personal care products
Mattresses and bedding once the packaging has been opened
Self-assembly furniture that has been partly or fully assembled
Electronics that have not been reset to factory settings with your personal data removed

How refunds work

Once we receive and inspect your return, we will confirm whether it has been accepted.
Approved refunds are paid within 10 business days, to the original payment method used at checkout. Refunds are paid within 30 days at the latest.
If you haven't received your refund after 14 business days, first check your bank account, then contact your bank or card provider, as posting delays can occur. If it still hasn't arrived, email us at info@nuroviavision.com.

Exchanges

We replace items only if they are faulty, damaged or incorrect. To request one, email info@nuroviavision.com with your order number. If you'd like a different item, please return the original for a refund and place a new order.

Cancelling or changing an order

You can cancel or change an order within 24 hours of placing it, as long as it hasn't been processed for dispatch. Email us at info@nuroviavision.com as soon as possible. Once an order has been dispatched, the returns process above applies.