Table of contents

ShowHide
  1. 1. Return Eligibility
  2. 2. Return Process
  3. 3. Restocking/Refurbishment Fee
  4. 4. Non-Returnable Items
  5. 5. Exchanges
  6. 6. Warranty Claims
  7. 7. Contact Us

Nuvioo POS:
Refund & Return Policy

At Nuvioo, we aim for complete customer satisfaction. Below is our policy for handling returns and refunds:

1. Return Eligibility

To maintain the highest quality standards, Nuvioo accepts eligible POS hardware returns under the following conditions:

  • Return Window: POS hardware can be returned within 30 days of purchase. This time frame starts from the date of purchase and applies to all eligible products.
  • Condition Requirements: Returned hardware must be in new or like-new condition. This means no visible signs of use, wear, or damage. It should be returned with the original packaging, manuals, cables, and any accessories initially included. 
  • Restocking/Refurbishment Fee: A 25% restocking fee applies to all returns to cover inspection, quality control, and refurbishment, ensuring returned items are in resellable condition. 
  • Non-Returnable Items: Certain POS items are not eligible for return, including: 
    • Customized hardware configurations specific to client needs 
    • Digital add-ons or subscriptions associated with POS software 
    • Hardware that shows visible signs of misuse or alterations.

For questions regarding specific items, please contact Nuvioo Support at help@nuvioo.com or submit a help desk request in the Nuvioo admin portal.

2. Return Process

To ensure a smooth return experience, please follow the steps below:

  • Step 1: Request Return Authorization - Contact Nuvioo Support at help@nuvioo.com or submit a help desk request in your admin portal to obtain a Return Merchandise Authorization (RMA) number. Note: Returns sent without an RMA will not be accepted.
  • Step 2: Ship Your Return - Carefully pack the items in their original packaging, including proof of purchase. Clearly mark the RMA number on the outside of the package and ship to the address provided in your RMA instructions.
  • Step 3: Refund Processing - Once we receive and inspect the return, we will process the refund, deducting the restocking fee. Refunds will be issued to the original payment method within 7-10 business days. Please note that shipping charges are non-refundable.

3. Restocking/Refurbishment Fee

A 25% restocking or refurbishment fee will apply to all returns. This fee covers the cost of inspecting, repackaging, and refurbishing the returned POS hardware to meet quality standards for resale. This fee is deducted from the total refund amount and ensures that all returned items are fully inspected and restored, ensuring a consistent quality experience for all customers. If you have any questions regarding the restocking/refurbishment fee, please contact us at help@nuvioo.com or submit a request in your admin portal.

4. Non-Returnable Items

Non-returnable items include:

  • Products missing parts, accessories, or original packaging.
  • Digital/downloadable software products.
  • Gift cards and promotional items.
  • Items damaged due to misuse, neglect, or modifications.

5. Exchanges

If you’ve received a defective or incorrect item, please reach out to our support team at help@nuvioo.com or submit a help desk request via your admin portal. We’ll work with you to initiate an exchange.

Please note that exchanges are dependent on product availability. If the item is no longer in stock, we will process a refund after the item is returned and inspected. In cases where an exchange is approved, we will provide return instructions and any necessary RMA details to facilitate the process.

6. Warranty Claims

If you believe an item is defective and qualifies for a warranty claim, please refer to our support page or contact our team at help@nuvioo.com or via your admin portal. Warranty claims are exempt from the 25% restocking fee; however, shipping fees may apply for the return.

Our support team will guide you through the warranty claim process, verify eligibility, and provide you with instructions and an RMA number, if applicable.

7. Contact Us

For further assistance:

  • Email: help@nuvioo.com
  • Help Desk: Accessible via your Nuvioo admin portal.

This policy ensures transparency and a smooth experience for our valued customers. Thank you for choosing Nuvioo.