Returns, Refunds & Cancellations Policy

Effective date: October 2025
This policy applies to all handmade and ready-to-ship ostomy covers purchased through Nuvibe Living.

Return Eligibility

Every Nuvibe cover is carefully handmade and inspected before shipping.
We accept returns or offer replacements/refunds only in the following cases:

  • The item arrived defective or damaged.

  • The item never arrived within a reasonable delivery window based on the selected shipping service.

  • The item is significantly not as described (e.g., wrong product sent).

To request a return or replacement:

  1. Contact us within 2 calendar days of receiving your order at customerservice@nuvibeliving.ca.

  2. Include clear photos and a short explanation of the issue.

  3. Wait for an approval email before sending anything back. Unauthorized returns will not be accepted.

Note: Business days exclude weekends and Canadian holidays.

Custom & Ready-to-Ship Ostomy Covers

  • All orders — both Ready-to-Ship and Custom — are final sale unless the item arrives damaged or defective.

  • No refunds or exchanges will be issued for change of mind, incorrect sizing, or order details entered incorrectly.

  • For custom designs, please provide as much detail as possible when ordering — including ostomy bag size and flange size if not listed.

  • Proof of damage or defect must be reported within 2 calendar days of delivery with clear photos.

Processing & Timing

  • Ready-to-Ship covers are hand-packed and shipped within 1–2 business days.

  • Made-to-Order/Custom covers are handmade within 3–5 business days (up to 7 during busy periods).

  • Delivery estimates appear at checkout and vary by service and destination.

  • See full details in our Shipping & Order Timing (Canada-first) policy.

Cancellations

  • You may cancel your order within 2 hours of placing it by emailing customerservice@nuvibeliving.ca.

  • After 2 hours, your order is already in progress and cannot be cancelled or refunded.

Refunds & Options

If a return or refund is approved (for a verified defect or shipping issue), we may offer:

  • A replacement cover of the same or similar design (if available).

  • A store credit toward a future purchase.

  • A refund to your original payment method (only if no replacement is possible).

Refunds are issued within 3–5 business days after approval.
Original shipping costs are non-refundable, unless Nuvibe Living made an error.

Lost or “Delivered” Packages

If your tracking shows “delivered” but you did not receive your package:

  • Contact us within 3 days of the marked delivery date.

  • We’ll help file a carrier investigation.

  • We cannot replace packages confirmed as delivered but left unattended or stolen after delivery.

Chargebacks & Unauthorized Claims

Please reach out to us first if there’s ever an issue — we’re always happy to help.
Chargebacks or refund claims made without contacting us first may be disputed with carrier and communication evidence.

Final Notes

Our covers are handmade in Ontario with care and intention. Because each one is made to order or personally packed for hygiene and safety reasons, we do not accept returns or refunds unless the item is damaged upon arrival.

We deeply appreciate your understanding and support of small Canadian makers — every order helps us continue providing stylish, empowering ostomy solutions. 💛

Questions or concerns?
📧 customerservice@nuvibeliving.ca