Refund policy

RETURN, REFUND, AND WARRANTY POLICY

WARRANTY COVERAGE

Nuravine provides a limited warranty coverage for all our products. The Aurora™, Elixir™, Flux™, and other Nuravine™ hardware are covered for two years from the date of purchase. pH and ORP sensors are covered for six months from the date of purchase. All other sensors and accessories carry a two-year warranty from the date of purchase.

Our warranty coverage extends to manufacturing defects, material defects, component failures under normal use, and software functionality issues. This warranty does not cover problems resulting from improper installation, damage from misuse or abuse, unauthorized modifications, normal wear and tear, products with altered or removed serial numbers, damage from improper maintenance, issues from using non-Nuravine components, or problems from external causes such as accidents or power issues.

For warranty service, customers should first contact Nuravine Support at support@nuravine.com. Our team will work to diagnose the issue remotely. If warranty service is needed, we will assess the issue and either ship replacement parts, arrange for return and repair, or provide a replacement unit.

International customers may receive service through their local authorized distributors where available. If no local distributor exists, direct support is available, though international shipping costs may apply. All warranty claims must include the purchase date, detailed description of the issue, and relevant photos or videos when applicable.

Our support team will work remotely to diagnose and resolve issues, as many problems can be solved through remote support. When physical service is required, local distributors may provide immediate replacement where applicable, or Nuravine will arrange direct replacement or repair. 

30-DAY RETURN POLICY

Nuravine offers a 30-day return period for all products purchased directly from Nuravine or authorized dealers. To be eligible for return, the product must be in its original condition with all original packaging and accessories included. Return requests must be made within 30 days of receiving the product.

For returns, customers must email support@nuravine.com with "Return Request" in the subject line. The request must include the order number, product details, reason for return, and original proof of purchase. We will review return requests within 1-2 business days and provide return instructions if approved. When returning products, all items must be packaged in their original packaging with all accessories and documentation included.

Refunds will be issued to the original payment method. Processing time is typically 10-15 business days after receipt of the returned items. Original shipping costs are not refunded, and return shipping costs are the customer's responsibility.

For international returns, customers should first contact their local authorized distributor. If purchased directly from Nuravine, customers are responsible for return shipping and duties, international shipping costs are not refunded, and additional processing time may apply.

A restocking fee structure applies to returns. No restocking fee is charged for unopened products. A 10% restocking fee may apply to opened products. Higher fees may apply for items with missing components, damaged packaging, or products showing signs of use.

Certain items are non-returnable, including custom or modified products, software licenses, calibration solutions, and used sensors.

For damaged shipments, customers must inspect all packages upon delivery, document any damage with photos, report shipping damage within 48 hours, and keep all original packaging for claims processing.

CONTACT INFORMATION

For all warranty claims and returns:
Email: support@nuravine.com
Phone (US): 845-668-6613
Website: www.nuravine.com