Effective date: 2026-05-28
This policy applies to consumer purchases from Hydrascale Technologies LLC ("Nuvia," "we," "us") at getnuvia.co and describes your statutory right of withdrawal under the EU Consumer Rights Directive (2011/83/EU), plus our additional voluntary satisfaction guarantee.
1. Your right of withdrawal (14 days)
As a consumer in the EU/EEA, you have the right to withdraw from your purchase within 14 days without giving any reason.
- The withdrawal period expires 14 days from the day on which you (or a third party you name, other than the carrier) take physical possession of the goods. For multiple goods in one order delivered separately, it runs from receipt of the last item.
- To exercise the right, send us a clear statement of your decision to withdraw (e.g., a letter or email) before the period expires. You may use the model form below, but it is not mandatory.
- To meet the deadline, it is enough to send your communication about exercising the right before the 14-day period ends.
Contact for withdrawal: support@getnuvia.co — or by post to Hydrascale Technologies LLC, 254 Chapman Rd, Newark, DE 19702, United States.
2. Effects of withdrawal
If you withdraw, we will reimburse all payments received from you, including standard delivery costs (except any extra costs arising from your choice of a delivery type other than the cheapest standard delivery we offer).
- We will make the reimbursement without undue delay, and not later than 14 days after the day we are informed of your decision to withdraw.
- We may withhold reimbursement until we have received the goods back, or until you supply proof of return, whichever is earlier.
- We will refund using the same means of payment you used, unless you agree otherwise; the refund costs you nothing.
3. Returning the goods
- You must send back the goods without undue delay and no later than 14 days from the day you communicate your withdrawal.
- You bear the direct cost of returning the goods unless we state otherwise.
- You are only liable for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics, and functioning.
Hygiene/sealed-goods exception: Under Art. 16(e) of the Directive, the right of withdrawal does not apply to sealed goods which are not suitable for return for health-protection or hygiene reasons if they were unsealed after delivery. Unopened, still-sealed supplement products may be returned; opened/unsealed consumable products may be excluded. Apply this consistently and state it clearly at checkout.
4. Model withdrawal form
(Complete and return this form only if you wish to withdraw from the contract.)
To: Hydrascale Technologies LLC, 254 Chapman Rd, Newark, DE 19702, United States — support@getnuvia.co
I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods:
- Ordered on / received on: __________
- Order number: __________
- Name of consumer(s): __________
- Address of consumer(s): __________
- Signature (only if on paper): __________
- Date: __________
5. Voluntary 30-day satisfaction guarantee (in addition to your legal rights)
Beyond your statutory 14-day right of withdrawal, we voluntarily offer a 30-day satisfaction guarantee: if you are not happy with a Nuvia product, contact support@getnuvia.co within 30 days of delivery and we will work with you on a refund or replacement. This commercial guarantee is in addition to, and does not limit, your statutory consumer rights.
6. Damaged, defective, or incorrect items
If goods arrive damaged, defective, or not as described, you are entitled to a remedy under EU consumer-guarantee rules (Directive (EU) 2019/771) at no cost to you. Contact support@getnuvia.co with your order number and photos and we will arrange a replacement or refund.
7. Dispute resolution
If we cannot resolve a complaint, EU consumers may use the European Commission's Online Dispute Resolution platform: https://ec.europa.eu/consumers/odr.
Contact
Hydrascale Technologies LLC 254 Chapman Rd, Newark, DE 19702, United States Customer care: Alisa Romano — support@getnuvia.co