Right of withdrawal
Returns and Refunds Policy
1. Your Right to Return
There is no general statutory right of withdrawal for online purchases in Switzerland. However, Nuvellohome voluntarily grants you a 30-day right to return the goods from receipt - without giving a reason. The following conditions apply to all returns under this voluntary returns policy.
Customers in Germany and Austria: As a consumer residing in Germany or Austria, you also have the statutory 14-day right of withdrawal (see cancellation information below). Our voluntary 30-day return policy extends this period; your statutory right of withdrawal is neither restricted nor replaced as a result.
Customers in the USA: The same voluntary 30-day return policy from receipt of the goods applies to orders to the USA. Any mandatory rights under the consumer protection laws of your US state remain unaffected.
Your statutory rights regarding defective goods remain unaffected; they are described in Section 8.
2. Return Period
You have 30 days from receipt of your order to notify us that you would like to return an item. After notifying us, please return the item within 14 days.
3. Condition of Returned Items
To qualify for a refund under our voluntary returns policy, the items must:
- be unused and undamaged,
- be in their original condition and
- be returned in the original packaging, if possible.
For customers in Germany and Austria, the cancellation information below also applies: The statutory right of withdrawal does not depend on the original packaging; compensation for diminished value may be required if the diminished value results from handling that was not necessary to inspect the goods.
Please pack ceramics, glass and marble carefully - use the protective material in which your order arrived, if possible.
We do not charge restocking fees.
4. How to Start a Return
Email us at kontakt@nuvellohome.com with your order number and the items you would like to return. We will respond within 24 hours (Monday to Friday) with the return instructions and return address. For returns from Germany, Austria and the USA, we include the necessary customs documents so that you do not incur any customs charges.
Please do not return any items before you have received our return instructions.
5. Return costs
For returns under our voluntary 30-day return policy, the customer is responsible for the return costs. This also applies to returns from the USA; the costs will then depend on your shipping provider's rate for international shipping to Switzerland.
If an item is defective, damaged in transit or delivered incorrectly, we will cover the return costs in full - see section 8.
6. Exchanges
We accept exchanges. If you would like a different item, email kontakt@nuvellohome.com with your order number and request. We will arrange the exchange and confirm any price difference before shipping the replacement item.
7. Refunds
Once we have received your return, we will inspect it and confirm receipt by email.
Approved refunds will be initiated within 5 days (Monday to Friday) of receipt of the goods. Depending on your bank or card issuer, it may take a further 3 - 5 days (Monday to Friday) for the amount to appear in your account.
Refunds are always issued to the original payment method used for the order (Visa, Mastercard, American Express, Apple Pay and Google Pay). A refund to another card or account is not possible.
If you return a complete order under the voluntary 30-day return policy, we will also refund the original standard shipping costs. As standard shipping is free, no shipping charge will generally apply.
8. Defective, damaged or incorrect goods
The statutory warranty under the Swiss Code of Obligations (Art. 197 ff. OR) applies, with a warranty period of 2 years from delivery (Art. 210 OR).
For consumers in Germany, the statutory liability for defects under §§ 434 ff. BGB applies; in Austria, the statutory warranty under §§ 922 ff. ABGB and the Consumer Warranty Act (VGG) applies - in each case for 2 years from delivery.
For customers in the USA, the same 2-year warranty applies from the date of delivery; mandatory rights under the law of your US state remain unaffected.
If an item arrives defective or damaged in transit, or does not match your order, contact us at kontakt@nuvellohome.com with your order number and clear photos. We will arrange a replacement or a full refund and cover all return shipping costs in these cases.
9. Items excluded from the right of return
For hygiene and safety reasons, we cannot accept used or washed items or gift cards. This does not affect your rights in the event of defective goods. For customers in Germany and Austria, this exclusion applies only to the voluntary right of return; the statutory right of withdrawal is governed by the notice of the right of withdrawal below.
10. Complaints and dispute resolution
If you have any problems, please contact our customer service first - we resolve complaints directly and quickly.
We are neither obliged nor willing to participate in dispute resolution proceedings before a consumer arbitration board.
11. Notice of the right of withdrawal (for consumers in Germany and Austria)
Right of withdrawal
You have the right to withdraw from this contract within fourteen days without giving any reason. The withdrawal period is fourteen days from the day on which you, or a third party other than the carrier and indicated by you, takes possession of the goods.
To exercise your right of withdrawal, you must inform us (ADRENASHOP LLC (Nuvellohome), Industriestrasse 38, 8604 Volketswil, Switzerland, telephone +41447314512, email kontakt@nuvellohome.com) of your decision to withdraw from this contract by means of a clear statement (e.g. a letter sent by post or an email). You may use the model withdrawal form below for this purpose, but this is not required.
To meet the withdrawal deadline, it is sufficient for you to send your notice exercising your right of withdrawal before the withdrawal period expires.
Consequences of withdrawal
If you revoke this contract, we will reimburse you all payments received from you, including delivery costs (with the exception of additional costs resulting from your choice of a type of delivery other than the least expensive standard delivery offered by us), without undue delay and no later than fourteen days from the day on which we receive notification of your revocation of this contract. For this reimbursement, we will use the same means of payment that you used for the original transaction, unless expressly agreed otherwise with you; in no event will you be charged any fees for this reimbursement. We may withhold reimbursement until we have received the goods back or you have provided evidence that you have returned the goods, whichever occurs first.
You must return or hand over the goods to us without undue delay and in any event no later than fourteen days from the day on which you notify us of the revocation of this contract. The deadline is met if you dispatch the goods before the fourteen-day period has expired. You bear the direct costs of returning the goods.
You are only liable for any diminished value of the goods if the diminished value results from handling them in a way that was not necessary to examine their nature, characteristics and functioning.
End of the withdrawal notice
12. Model withdrawal form
(If you wish to revoke the contract, please complete this form and return it.)
To: ADRENASHOP LLC (Nuvellohome), Industriestrasse 38, 8604 Volketswil, Switzerland, telephone +41447314512, email kontakt@nuvellohome.com
I/we (*) hereby revoke the contract concluded by me/us (*) for the purchase of the following goods (*)
_______________________________________________
Ordered on (*) / received on (*): ____________________
Order number: ____________________
Name of the consumer(s): ____________________
Address of the consumer(s): ____________________
Signature of the consumer(s) (only if notification is made on paper): ____________________
Date: ____________________
(*) Delete as appropriate.
Contact
Address:
Industriestrasse 38
8604 Volketswil
Switzerland
Email: kontakt@nuvellohome.com
Telephone: +41447314512
Contact form: Contact page
Service hours (CET):
Monday to Friday: 09:00 - 17:00
Saturday and Sunday: closed
We answer every inquiry within 24 hours (Monday to Friday).
Last updated: October 22, 2026