Refund policy

Cancellations & Returns

Every Nuvō Living piece is built to order by the manufacturer — cast, hammered, or fabricated to the exact size, finish, and ignition you select. Nothing sits on a shelf waiting to be shipped. Because each piece is made for you specifically, our cancellation and return terms differ from those of a general retailer, and we want you to understand them completely before you order.

Made-to-Order Pieces Are Final Sale

Nuvō Living does not accept returns or exchanges on made-to-order pieces. This includes every fire pit, fire bowl, fire table, water feature, torch, grill, and outdoor kitchen island in our collection. Once your order is released to the manufacturer, your piece cannot be returned, resold, or restocked.

We state this plainly and prominently because we would rather you know it now than discover it later. If you have any question at all about size, finish, ignition type, or gas configuration, please contact us before ordering. We would much rather spend twenty minutes helping you choose correctly than have you receive a piece that is not right for your space.

This does not affect your rights if a piece arrives damaged, arrives defective, or is not what you ordered. Those situations are our responsibility and are covered below.

Cancelling an Order

There is a window, and it is short.

  • Within 24 hours of placing your order: Cancel at no charge, for any reason, for a full refund. No restocking fee, no explanation needed.
  • After 24 hours: Your order has been released to the manufacturer and production has been scheduled. At that point the order cannot be cancelled, changed, or returned.

We hold every order for a full 24 hours before releasing it to the manufacturer, specifically so this window is real. If you have any doubt about your configuration, use it.

This is not a fee structure — there is no percentage you can pay to unwind an order after the window closes. Your piece is being built to a specification that cannot be resold to anyone else.

To cancel, email support@nuvo-living.com or call +1 (866) 688-0882 with your order number. Email creates a timestamp, which protects you — we recommend it even if you also call.

Stock accessories that are not built to order may be cancelled any time before they ship.

If Your Piece Arrives Damaged

Freight damage is uncommon, but it happens, and how you handle the first ten minutes determines everything. Please read this before your delivery arrives.

Inspect the crate and the piece while the driver is still there. Do not sign until you have looked.

  • If you see visible damage, refuse the delivery. Do not accept it. Note the damage on the delivery receipt, photograph the crate and the piece before the truck leaves, and contact us the same day. A refused shipment with documented damage is resolved quickly and at no cost to you.
  • If damage is concealed and only becomes apparent after uncrating, contact us within 2 business days of delivery with photographs of the packaging and the piece.

Claims made more than 2 business days after delivery cannot be processed. This is a freight carrier requirement, not a preference of ours — the carrier closes the claim window on a business-day clock, and once it closes we have no recourse on your behalf.

Damage claims and shortages are handled at no cost to you. We will repair, replace, or refund your order.

If You Received the Wrong Item

Contact us within 2 business days of delivery and we will make it right at no cost to you. Please have your order number and photographs of what arrived, including any labels on the crate.

Manufacturer Defects

Every piece we sell carries the manufacturer's warranty against defects in materials and workmanship. Warranty terms vary by collection and are listed on each product page.

A warranty claim is not a return — it is a repair or replacement handled with the manufacturer, and we will manage that process with you from start to finish. Contact us with your order number and photographs of the issue.

Warranties do not cover normal wear, weathering of finishes intended to patina, damage from improper installation or use, or modification of the piece.

Stock Items — 30 Day Returns

Stock items that are not made to order — covers, fire media, and similar accessories — may be returned within 30 days of delivery, unused, uninstalled, and in original packaging, with prior return authorization from our team.

  • Contact us first. Returns shipped without authorization are not eligible.
  • Restocking fee: 15% of the item price.
  • Items that can no longer be resold as new incur a 40% restocking fee instead.
  • Return shipping is the customer's responsibility.

Order Errors

If an order was placed in error — a duplicate submission, or a clear mistake in the order itself — contact us immediately. These are reviewed individually with our manufacturing partner. Approval is not guaranteed and depends on production status. Approved refunds are issued to the original payment method.

Refund Timing

Approved refunds are processed within 5–7 business days. Depending on your bank or card issuer, funds may take an additional 5–10 business days to appear on your statement.

Your Legal Rights

This policy does not limit any statutory rights available to you under applicable law, including California law.

Before You Order — We Mean This

Because these pieces are final sale, we would genuinely rather help you get it right the first time. If you are weighing two sizes, unsure whether your patio takes natural gas or propane, deciding between finishes, or wondering how a piece will read in your space — ask us.

Email support@nuvo-living.com or call +1 (866) 688-0882. There is no such thing as too many questions before a made-to-order purchase.

Questions

Nuvo Living LLC
4083 W Ave L #1012
Lancaster, CA 93536
support@nuvo-living.com
+1 (866) 688-0882

This policy applies to orders placed at nuvo-living.com and is subject to change. The policy in effect on the date of your order governs that order.