Nuvox | Refund and Returns Policy

Last Updated: 10 October 2025

At Nuvox, we are committed to ensuring our customers are completely satisfied with their purchases. This policy outlines your rights and our procedures for returns, refunds, and cancellations. This policy does not affect your statutory rights under UK law.

1. Your Right to Cancel (The “Cooling-Off” Period)

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order for most items purchased online within 14 days without giving a reason.

For Physical Goods: The 14-day cancellation period begins the day after you (or someone you nominate) receive the goods.
For Services or Digital Content: The 14-day cancellation period begins the day after you conclude the contract (i.e., place your order).

How to Cancel: To exercise your right to cancel, you must inform us of your decision with a clear statement. You can do this by contacting our Customer Support team via email at [info@nuvox.co.uk].

Please include the following information:

Your full name
Your order number
A clear statement that you wish to cancel the contract

Returning Goods After Cancellation: If you cancel the contract, you must return the goods to us within 14 days of notifying us of the cancellation. The cost of returning the item is your responsibility unless the item is faulty. We recommend using a trackable shipping service.

We will issue a full refund, including the original standard delivery cost, within 14 days of receiving the returned goods or receiving proof that you have sent them back. We may make a deduction from the refund for any loss in value of the goods if the loss is the result of unnecessary handling by you.

2. Faulty, Damaged, or Incorrect Goods

Under the Consumer Rights Act 2015, goods must be as described, fit for purpose, and of satisfactory quality.

Short-Term Right to Reject (Within 30 Days): If your goods are faulty, not as described, or unfit for purpose, you have a right to a full refund within 30 days of taking ownership of the product.

After 30 Days: If a fault is discovered after 30 days but within six months of purchase, we will offer a repair or replacement in the first instance. If the repair or replacement is unsuccessful, you are then entitled to a full refund.

For any faulty goods, Nuvox will cover the cost of return postage. Please contact our support team to arrange this.

3. Specific Product Policies

a) Digital Products & Software (Instant Downloads)

The 14-day cooling-off period applies to digital content. However, if you agree to an immediate download or access to the content before the 14-day period has expired, you will lose your right to cancel once the download or streaming begins. You will be asked to provide your express consent for this at the point of purchase.
If the digital content is faulty, you are entitled to a repair or a replacement.

b) Subscription Services

You may cancel your subscription service at any time. The cancellation will take effect from the end of your current billing period (e.g., end of the month or year).
You will not receive a refund for the current billing period unless you are cancelling within the initial 14-day cooling-off period and the service has not been fully performed.

4. The Refund Process

Initiate a Return: Contact our Customer Support team at info@nuvox.co.uk with your order number and the reason for the return.
Receive Instructions: We will provide you with a Return Merchandise Authorisation (RMA) number and the return address.
Package Your Item: Please pack the item securely, ideally in its original packaging, including all accessories, manuals, and parts.
Send the Item: Send the package to the address provided. We are not liable for items lost in transit.
Inspection and Refund: Once we receive and inspect the returned item, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 14 days.

5. Exclusions

The right to a refund or return may not apply to:

Personalised or custom-made goods.
Software, CDs, or DVDs where the security seal has been broken.
Digital content that has been downloaded or streamed after you have given your express consent to waive the cancellation period.
Services that have been fully performed at your request within the cancellation period.

6. Contact Us

If you have any questions or concerns about our Refund and Returns Policy, please do not hesitate to contact us.

Nuvox Ltd. Email: info@nuvox.co.uk