Refund policy

Returns & Refunds

Most Nuvō Living pieces are handcrafted to order in the finish, size, fuel type and ignition you select. Production begins specifically for you, which is why these pieces are final sale — they cannot be returned to inventory or resold as new.

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 generous.

• Within 48 hours of placing your order: Cancel at no charge, for any reason, for a full refund. No restocking fee, no explanation needed. To cancel, call (866) 688-0882 or email support@nuvo-living.com — your order isn't cancelled until we confirm it back to you.
• After 48 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 made-to-order piece a full 48 hours before releasing it to the manufacturer, specifically so this window is real. If you have any doubt about your configuration, use it — call us at (866) 688-0882 and we will walk through it with you before production starts.

Damaged or Incorrect Deliveries

Inspect your shipment before you sign for it.

• Visible damage: Refuse the delivery, photograph it, and contact us the same day.
• Concealed damage or a wrong item: Contact us within 48 hours of delivery with photographs.

Claims made more than 48 hours after delivery cannot be processed, as carrier and manufacturer claim windows close. 48 hours is the window our manufacturer and freight carriers give us, and we cannot extend what we do not control — photograph the crate and the piece on the day it arrives, even if you do not plan to unpack it right away. Within that window, damage and shipping errors are handled at no cost to you — we will repair, replace, or refund.

Manufacturer Defects

Defects are covered under the manufacturer’s warranty, which varies by collection. We manage the claim on your behalf and arrange repair or replacement. Warranty service is not a return.

Stock Items and Accessories

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 written authorization.

A manufacturer restocking fee may apply — typically 15% of the item price. Items that can no longer be resold as new are subject to a 40% fee. Return shipping is the customer’s responsibility.

Order Errors

If something was entered incorrectly, contact us immediately. We will take it up with the manufacturer directly. Approval depends on production status and is not guaranteed, but we will always try.

Refund Processing

Approved refunds are issued to the original payment method within 5–7 business days. Your bank may take a further 5–10 business days to post them.

Your Rights

Nothing in this policy limits any statutory rights you hold, including those under California law.

Questions: support@nuvo-living.com or (866) 688-0882.