Refund policy
The short version
- Non-personalized items: 30-day returns, unused and unwashed.
- Personalized items: made for one child and cannot be resold, so they are not returnable for change of mind or for a typo you entered.
- If we got it wrong — wrong personalization, wrong item, damaged in transit, defective — we replace it or refund you in full, at no cost to you. Contact us within 14 days of delivery.
1. Can I return this?
Nuvermi makes personalized products to order, which genuinely changes what can be returned. This table is the whole policy in one place.
| Situation | Can it be returned? | Who pays return shipping |
|---|---|---|
| Non-personalized item, unused, within 30 days | Yes — full refund | You |
| Item does not match the personalization on your order | Yes — replacement or full refund, your choice | We do |
| Arrived damaged in transit | Yes — replacement or full refund | We do |
| Manufacturing defect | Yes — replacement or full refund | We do |
| We shipped the wrong item, size or color | Yes — replacement or full refund | We do |
| You entered a misspelling, wrong date or wrong size | No — but ask us about a discounted remake | — |
| Change of mind on a personalized item | No | — |
| Gift cards | No | — |
| More than 30 days after delivery | No | — |
2. Personalized and made-to-order items
Personalized items are made specifically for you and cannot be resold. We do not accept returns or exchanges on personalized items for reasons of preference, change of mind, or incorrect information entered at checkout.
You see a live preview of your personalization on the product page, and your order confirmation email repeats it back to you. Please re-read it — that email exists to catch exactly this.
Customer error vs. our error
To be explicit, because custom products make this ambiguous elsewhere:
- You entered a misspelling, wrong date, or wrong size. This is not returnable. We may be able to remake the item at a reduced cost — ask us.
- We produced something different from your order data. This is ours. Free replacement or full refund, your choice.
3. Non-personalized items
Items with no personalization may be returned within 30 days of delivery in unused, unwashed condition with any original packaging. Return shipping is the customer’s responsibility unless the return is the result of our error. Refunds are issued to the original payment method once the return is received and inspected.
4. Changing or cancelling an order
Personalized orders can only be changed or cancelled before production begins, and that window is short. See Cancellation & Modification for exactly what is possible and when.
5. How to start a return or report a problem
- Contact us with your order number, a description of the issue, and photographs where relevant.
- We reply with what we can do — before asking you to ship anything back.
- If a return is needed, we send instructions. Where the fault is ours, we cover return shipping.
- Refunds are issued to the original payment method. Your bank may take a few days to show it.
Deadline for damage, defect or wrong-item claims: 14 days from delivery. Deadline for non-personalized returns: 30 days from delivery.
Related
- Shipping & Delivery — rates, production time and transit time.
- Size Guide — check sizing before ordering a personalized piece.
- Personalization Guide — character limits and how previews work.
