Refund policy

Last updated: 1 September 2025

We want you to be happy with your NanoVUE POVPocket 4K Mini Cam. If something isn’t right, we’re here to help.

1. Returns – General Policy

We offer a 30-day return window from the day you receive your order.
To qualify for a return:

  • The item must be in original condition – unused, undamaged and in the same state you received it.

  • It must be in its original packaging, with all accessories included.

  • You’ll need proof of purchase (order confirmation or receipt).

To start a return, please contact us at hello.nanovue@gmail.com with your order number and details of the issue.
If your return is approved, we’ll send you the return address and instructions.

Items sent back to us without first requesting a return may not be accepted.

Unless the product is defective or we made an error, return shipping costs are the responsibility of the customer.

2. Cancellations

We can cancel your order within 12 hours of it being placed.
After this time, your order may already be in processing or shipped, and cancellation is no longer guaranteed.

If your order has already been dispatched, you’ll need to receive it first and then request a return under our standard policy.

3. Orders In Transit

Once an order has been shipped and is in transit, it cannot be refunded until:

  1. The parcel has been delivered to you, and

  2. You have returned the item to us in line with our return conditions.

If tracking shows no movement for an extended period (for example, more than 30 days) and the parcel is considered lost by the courier, you may be eligible for either:

  • A full refund, or

  • A free replacement shipment,

depending on your preference and product availability.

4. Damaged, Faulty or Incorrect Items

Please inspect your order as soon as it arrives.
Contact us immediately at hello.nanovue@gmail.com if:

  • Your item arrives damaged,

  • Your item is not functioning properly, or

  • You received the wrong item.

We may request photos or a short video to help us understand the issue.
If the item is confirmed as faulty, we will arrange a replacement, exchange or refund at no extra cost to you.

5. Sale Items & Discounted Orders

We often run special promotions and sales. Because of this:

  • Items purchased on sale or with a discount code are generally not eligible for a cash refund, unless the product is faulty, damaged, or not functioning as intended.

  • If a sale item is not faulty, it can be exchanged for another product or variant of equal value (or higher value, with you paying the difference), subject to stock availability.

  • If a sale item is faulty, you may choose between a replacement, exchange, or refund.

6. Unclaimed or Incorrectly Addressed Packages

It is the customer’s responsibility to provide a complete and correct shipping address, and to collect the parcel if it is held by the local courier or pickup point.

  • If a package is returned to us as unclaimed, or due to an incorrect/incomplete address, shipping fees are non-refundable.

  • We can reship the order once a new shipping fee has been paid.

7. Non-Returnable Items

For hygiene, safety or practical reasons, certain items may not be returnable once opened or used (for example, specific accessories or items that have clear signs of heavy wear).

If you have any questions about whether your item is returnable, please contact us before sending it back.

8. Refund Processing

Once we receive and inspect your return, we’ll notify you via email whether the refund is approved or declined.

  • If approved, your refund will be processed to your original payment method.

  • Banks and payment providers may take up to 10 business days to reflect the refund.

If more than 15 business days have passed since we approved your refund and you still haven’t received it, please contact us at hello.nanovue@gmail.com.