SHIPPING

Territories:

Our Spirometer is a Class IIa Medical Device and is FDA and CE approved.

We currently facilitate shipping to the following countries:

  • All member states of the EEA (inc. Norway, Switzerland and Iceland) 
  • Australia
  • Mexico
  • New Zealand
  • South Africa
  • USA (Import License pending, finalisation expected early March 2020)

If your country is not listed above, we are not able to facilitate shipping at this time. You can click here to register your interest - a member of our team will be in touch to discuss further.

Deliveries & Shipments:
Our deliveries are facilitated by FedEx. Upon receipt of a tracking number, shipments can be tracked using the FedEx tracking page. It may take up to 2 working days for your parcel to be activated with FedEx and our standard lead times for delivery are:
  • EEA: up to 3 working days
  • Mexico/South Africa/USA: 5-7 working days
  • Australia/New Zealand: 7-10 working days

With the first working day commencing upon receipt of a tracking number. This assumes FedEx Express Delivery option and includes time to prepare orders. Adverse weather conditions and/or industrial action can affect this further at short notice.

Shipments can leave our facility Monday - Friday and our hours of operation are 0900 - 1800 CET. Our facility is closed on Swedish Bank Holidays.

Customs:
Shipments outside of the EEA will be subject to the relevant customs fees.

Payment for these fees are not included in the cost of our product or shipment and are to be covered by the recipient as and when required

HS Codes for the relevant products can be provided upon request by support@nuvoair.com - please quote your order number and country of destination as part of this request.

NuvoAir will provide Commercial Invoices and Packing Lists as standard. Additional documentation can be provided upon direct request from the relevant customs agents and will incur additional cost - payment for this will be requested when relevant.

RETURNS

Physical Goods:
NuvoAir offers a 30 day return policy. If you are not happy with your purchase, please notify us within 30 days of receipt via support@nuvoair.com, detailing the following information:
  • Order Number
  • Confirmation of which product you wish to return
  • Reason for return

NuvoAir reserves the right to troubleshoot any reported issues before authorising a return.

Any return requests made without the above information will result in a delay to your claim being authorised. The 30 days will continue to be counted whilst we wait for the relevant information to be provided and if they do lapse, NuvoAir reserves the right to refuse the request.

NuvoAir may refuse a request for a return if:

  • there is evidence of the product having been tampered with (including attempted repairs)
  • the product has been rendered unusable due to dropping, submerging in water, incorrectly inserting batteries or other avoidable circumstances
  • there is evidence of the device being misused, used against NuvoAir's guidelines (either in our User Guide, FAQs or a representative of NuvoAir) or used to acquire sensitive information belonging to NuvoAir or its users
  • there is a confirmed fix for any issues presented by the user

The above list is not exhaustive.

Returns should only be made once a representative of NuvoAir has authorised this. NuvoAir reserves the right to provide returns labels on certain occasions, otherwise returns should be initiated via the user, using their initial order number as a reference. The return address will be confirmed at this time.

Unauthorised returns will be refused at point of delivery and returned to sender, so please make sure your order number is displayed clearly on the returns package.

Defective Hardware:
In the incredibly unlikely event that a device is confirmed as being defective, NuvoAir will authorise a return and issue a replacement device upon receipt of the returned device.

Defects will be confirmed by a representative of NuvoAir and any unauthorised returns of hardware claimed as 'defective' will be refused at point of delivery and returned to sender.

Refunds:
Refunds will be authorised once the goods are confirmed as received back in the expected condition.

Refunds are authorised via Shopify (our webshop provider) and are processed via the original payment method to the card used to make the initial payment.

Refunds are processed in the initial currency of purchase (Euros), not local currency and therefore some fluctuation in exchange rate may occur. Refunds usually take up to 5 working days to process.

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