Terms of Service

1. Overview

Welcome to Nuwelo. This website is operated by Nuwelo, a brand of Koozo Commerce Pvt. Ltd. By accessing our website or purchasing from us, you agree to these Terms of Service. These terms apply to all website users, including visitors and customers.

2. Use of Website

By using this website, you agree to provide accurate and complete information, not use the website for unlawful or fraudulent activities, not place fake orders, not misuse offers, discounts, or coupons, not interfere with the website’s functionality, and not copy, misuse, or exploit website content without written permission.

Nuwelo reserves the right to restrict or terminate access if these terms are violated.

3. Product Information

We try to provide accurate product descriptions, images, prices, specifications, ingredients where applicable, usage information, and other relevant product details. However, minor variations may occur in colour, packaging, product appearance, product details, or product specifications.

Product packaging, formulations, ingredients, specifications, and other information may be updated where applicable without prior notice. Customers should review the current product page, packaging, label, instructions, ingredients, warnings, and other applicable information before use or consumption.

4. Pricing and Payments

All prices are displayed in Indian Rupees unless mentioned otherwise. Prices, offers, discounts, and coupons may change without prior notice.

Payments must be completed through the approved payment methods available on our website. Orders may be cancelled if payment is unsuccessful, incomplete, suspicious, or not verified.

5. Orders and Cancellations

Placing an order does not mean automatic acceptance. Once an order is dispatched, it cannot be cancelled.

Nuwelo reserves the right to cancel, hold, or verify orders in case of a payment verification issue, product unavailability, incorrect pricing, technical error, incomplete or incorrect customer details, suspected fraudulent activity, bulk order misuse, or an unserviceable delivery location.

If an order is cancelled by us after payment, the eligible amount will be processed as per our applicable refund or order cancellation policy.

6. Shipping and Delivery

Shipping and delivery are governed by our Shipping Policy. Delivery timelines are estimates and may vary depending on location, courier partner, logistics availability, weather conditions, public holidays, operational issues, or unforeseen delays.

Nuwelo is not responsible for delays caused by third-party couriers or logistics partners. Customers must provide complete and correct shipping details while placing an order.

7. Returns, Replacements and Warranty

All return, replacement, and warranty requests are governed by our Returns & Warranty Policy. Nuwelo does not offer refunds. Once an order is placed and delivered, the payment is non-refundable.

Replacement may be provided only in valid cases where the product is received damaged, defective, not working, missing parts or quantity, or incorrect. For nutrition and consumable products, replacement may also be considered where the product is received leaking, tampered with, seal-compromised, or expired.

To request a delivery-related replacement, the customer must provide a clear unboxing video. For electronic, rechargeable, heating, vibration, camera-based, or functional products, a product working video clearly showing the issue, damage, defect, or malfunction is also required.

For nutrition and consumable product claims, the customer must provide a clear unboxing video, clear photographs showing the issue, and valid order proof. The customer must contact us within 24 hours from the time of delivery to raise a replacement request.

For hygiene and safety reasons, opened, used, partially consumed, or customer-damaged nutrition and consumable products are not eligible for return or replacement, unless the reported issue existed at the time of delivery and is supported by the required evidence or otherwise required under applicable law. Change-of-mind requests are not eligible for return or replacement.

Warranty applies only to eligible Nuwelo wellness devices and durable products where the warranty period is stated on the applicable product page. Nutrition products, supplements, capsules, gummies, and other consumable products do not carry a product warranty.

The replacement policy may vary from product to product. All replacement requests are subject to quality check. The quality check will be done by the customer support team in different phases before any final decision is made.

Nuwelo reserves the right to approve or reject any replacement or warranty request after verification, subject to applicable law. Exceptions may apply in certain cases, but they will be reviewed and approved only after proper verification by the customer support team and management.

8. Product Usage

Customers must use Nuwelo products only as per the given instructions and intended purpose. Nuwelo products may include wellness, posture support, personal care, hygiene, heat, vibration, rechargeable, camera-based, electronic, nutritional supplement, capsule, gummy, and other consumable wellness products.

For wellness devices and non-consumable products, customers must follow all instructions relating to usage, charging, cleaning, storage, placement, maintenance, and safety.

For nutrition and consumable products, customers must follow the serving size, recommended usage, ingredients, warnings, storage instructions, and other information stated on the respective product label or packaging. Customers should not exceed the stated recommended daily usage.

Customers should review the complete ingredient list before consumption, particularly where they have known allergies, sensitivities, medical conditions, or are taking medication. Where stated on the relevant product label, pregnant or lactating women and people with medical conditions should consult a qualified healthcare professional before use.

Nutrition products should not be consumed if they are expired or if the packaging or seal is visibly damaged, leaking, tampered with, or otherwise compromised.

Nuwelo products are not a substitute for professional medical advice, diagnosis, or treatment. Nutrition and supplement products should not be used as a substitute for a varied and balanced diet or prescribed medication where applicable.

Nuwelo will not be responsible for any issue caused by misuse, incorrect handling, wrong power source, incorrect charging, improper cleaning, unauthorized repair, product modification, improper storage, consumption contrary to label instructions, exceeding the stated recommended usage, or failure to follow instructions.

9. Third-Party Services

Our website may use third-party services such as payment gateways, checkout partners, courier partners, and other service providers. Your use of third-party services may be subject to their own terms and policies.

Nuwelo is not responsible for issues caused by third-party platforms or services.

10. Intellectual Property

All website content, including logos, images, product photos, text, graphics, videos, design, animations, and layout, belongs to Nuwelo, Koozo Commerce Pvt. Ltd., or its authorized partners.

You may not copy, reproduce, modify, distribute, or use any content without written permission.

11. User Content

If you submit reviews, photos, videos, feedback, or suggestions, you allow Nuwelo and Koozo Commerce Pvt. Ltd. to use them for business, support, marketing, or promotional purposes.

We may remove any content that is false, offensive, misleading, abusive, or violates any rights.

12. Personal Information

Your personal information is handled as per our Privacy Policy. We do not sell customers’ personal information.

13. Errors and Corrections

There may be errors or inaccuracies on the website related to product details, ingredients, specifications, prices, offers, availability, shipping charges, or delivery information.

We reserve the right to correct errors, update information, or cancel orders if required, even after an order has been placed.

14. Prohibited Uses

You are not allowed to use the website for unlawful purposes, to place fake or fraudulent orders, to misuse offers or coupons, to upload harmful code or viruses, to copy or misuse website content, to interfere with website security or functionality, or to violate any applicable law.

Violation may result in termination of access to the website.

15. Limitation of Liability

Nuwelo shall not be liable for indirect, incidental, special, or consequential damages arising from website use, product use, delivery delays, third-party service failures, or customer misuse.

Product usage remains the responsibility of the customer. Our liability, if any, shall be limited to the value of the product purchased, subject to applicable law.

16. Indemnification

You agree to indemnify and hold harmless Nuwelo, Koozo Commerce Pvt. Ltd., its employees, partners, suppliers, and service providers against claims arising from your misuse of the website, breach of these terms, misuse of products, or violation of any law.

17. Changes to Terms

Nuwelo reserves the right to update or modify these Terms of Service at any time. The updated version will be posted on this page.

Continued use of the website after changes means you accept the updated terms.

18. Grievance and Customer Support

For order, payment, shipping, return, replacement, warranty, or website-related concerns, customers can contact our support team at support@nuwelo.com or WhatsApp at +91-7428800541.

We will review customer concerns and respond as per our internal support process and applicable laws.

19. Governing Law

These Terms of Service and any separate agreements whereby we provide you services shall be governed by and construed in accordance with the laws of India.

Any disputes arising out of or related to these Terms, website use, orders, products, or services shall be subject to the applicable jurisdiction of courts in India.

20. Contact Information

For any questions regarding these Terms of Service, contact us at support@nuwelo.com or WhatsApp at +91-7428800541.

Nuwelo is a brand of Koozo Commerce Pvt. Ltd.