Terms of service
# Terms & Conditions
## GENERAL INFORMATION
Nuva Supplements
Operated by NC Ecom ApS
CVR: 45872831
Vesterbrogade 62, 2th
1620 Copenhagen V
Email: info@nuvasupplements.com
Phone: +45 32 35 64 64
## PRICES
In the event of delays, backorders, or sold-out items, we will do our best to inform you as quickly as possible and let you know what we can do to resolve the situation — for example, refunding your order or helping you find a similar product elsewhere.
## PAYMENT
Nuva Supplements accepts payment via VISA, VISA Electron, Mastercard, and MobilePay. Payment will only be charged to your account when the item is shipped. All amounts are listed in EUR (or DKK where applicable) and include VAT. We do not charge any card fees.
### Reservation of Funds
If you pay with an international payment card, the amount will be reserved on your card immediately. The funds remain reserved until either:
1. We charge the amount when shipping your order, or
2. The funds are released according to your card issuer's agreement.
You can read more about the rules for your specific card with your card issuer.
## DELIVERY
Nuva Supplements aims to ship orders within 24 hours of order confirmation. We deliver across Denmark via GLS. Shipping to a parcel shop is free. Home delivery costs DKK 49.
Note: If there is no space at the chosen pickup location, your parcel will be moved to the nearest available location, and you will be notified. If problems arise, please contact customer service.
Deliveries are made on weekdays. Your order will typically arrive 1–3 business days after purchase. Delivery times may be extended during busy periods.
## RIGHT OF COMPLAINT
A 2-year right of complaint applies in accordance with the Danish Sale of Goods Act when you purchase as a consumer. This right covers defects in materials and/or workmanship. Depending on the situation, you may be entitled to repair, replacement, refund, or a price reduction.
The right of complaint does not cover defects or damage caused by improper handling of the product. You must file a complaint within a "reasonable time" after discovering the defect. A complaint filed within two months of discovering the defect will always be considered timely.
If your complaint is justified, we will refund your reasonable shipping costs. The product must always be returned in proper packaging. Please keep your shipping receipt so we can reimburse your shipping costs. Contact us before returning the product to make the process as smooth as possible.
For returns, complaints, and exercising the right of withdrawal, send the product to:
**Haraldsvej 66 D, 8960 Randers SØ, Denmark**
We do not accept shipments sent cash on delivery.
**Note:** Please do not send packages to this address without prior contact. Contact our support team first to arrange the return. When returning a product, please include a detailed description of the issue.
## REFUNDS
For refunds, please contact us so the agreed amount can be processed.
## RIGHT OF WITHDRAWAL
As a consumer, you have a 30-day right of withdrawal when you shop with us. The withdrawal period expires 30 days after you receive the item. This means you have 30 days from receipt to notify us that you wish to cancel your purchase.
You cannot cancel a purchase by simply refusing to accept the delivery without also notifying us.
If you cancel an order that included a free gift, the entire order including the gift must be returned.
## RETURNS
Once you have notified us of your wish to cancel, you have 14 days to return the item to us. You are responsible for the cost of returning the package, and you bear the risk if the package is damaged in transit. This means you carry the risk from the time of delivery until we have received the return.
When returning items, you are responsible for ensuring they are properly packaged. To speed up processing, please include a copy of your order confirmation in the package.
If you would like to return an item, we can help you with a return label, in which case we will deduct the shipping cost from your refund.
Otherwise, send returns to:
**Haraldsvej 66 D, 8960 Randers SØ, Denmark**
You cannot cancel by simply refusing delivery without also providing clear notification. We only accept packages sent directly to the address.
## CONDITION OF RETURNED ITEMS
You are only liable for any decrease in the item's value resulting from handling beyond what is necessary to determine the nature, characteristics, and functioning of the product. In other words, you may try the product. However, if the item shows extraordinary signs of use or damage beyond what is described above, it will be considered used. This means that upon cancellation, you may receive only part of or none of the purchase amount, depending on the item's commercial value upon return. In some cases, this may mean that only the shipping costs are refunded.
## REFUND PROCESSING
If you cancel your purchase, you will of course receive the amount you have paid us. In the event of any value reduction for which you are liable, this will be deducted from the refund.
When exercising the right of withdrawal, all payments received from you, including delivery costs (excluding any extra costs resulting from your choice of a delivery method other than the cheapest standard delivery we offer), will be refunded without undue delay and no later than 14 days from the date we receive notification of your decision to exercise your right of withdrawal.
Refunds will be processed using the same payment method you used for the original transaction, unless you have expressly agreed otherwise. We may withhold the refund until we have received the returned item, unless you have provided documentation that the item has been returned.
## COMPLAINTS
If you, as a consumer, wish to file a complaint about your purchase, please contact us at info@nuvasupplements.com. If we are unable to find a solution, you may submit a complaint about a product or service to:
**Center for Klageløsning, Nævnenes Hus, Toldboden 2, 8800 Viborg, Denmark**
You can file a complaint with the Center for Klageløsning via the Complaint Portal at Nævnenes Hus: [https://naevneneshus.dk/](https://naevneneshus.dk/)
To file a complaint, the product or service must have cost at least DKK 1,110 and at most DKK 100,000. There is a fee for processing the complaint.
If you are a consumer residing in another EU country, you may submit your complaint via the EU Commission's online dispute resolution platform:
[https://ec.europa.eu/consumers/odr/](https://ec.europa.eu/consumers/odr/)
When submitting a complaint via the platform, please provide our email address: info@nuvasupplements.com
## DATA PROTECTION POLICY
We require the following information when you shop with us: name, address, phone number, and email address.
We register and pass on the personal information necessary to deliver the product to you. Personal data is registered with NC Ecom ApS and stored for five years, after which the information is deleted.
We also work with a number of other companies that store and process data. These companies process information solely on our behalf and may not use it for their own purposes. We only work with data processors in the EU or in countries that provide adequate protection for your data.
The data controller is NC Ecom ApS. You have the right to know what information we process about you. If you believe the information is inaccurate, you have the right to have it corrected. In some cases, we are obligated to delete your personal data upon request, for example if your data is no longer necessary for the purpose for which we collected it. You may also contact us if you believe your personal data is being processed in violation of the law.
You can write to us at: info@nuvasupplements.com