ONLINE PURCHASE & WHOLESALE ORDERS
If you wish to cancel or change your order, please contact us within a few minutes of placing your order at +52 55 2045 2757 or sales@nouvel.glass
Refunds will be issued via wire transfer upon receipt of a cancellation confirmation email, along with your bank information. Please allow up to thirty (30) business days for the refund to be processed.
You have a maximum period of five (5) calendar days from the delivery of the products to verify their quality and quantity. If any discrepancies are found, please send an email to sales@nouvel.glass detailing the issues encountered. Be sure to attach your order number and photographic evidence of the damaged or incorrect products.
We will respond within a maximum period of three (3) business days, confirming whether a replacement or refund is applicable and providing corresponding instructions.
Please note that no replacements or refunds will be processed after thirty (30) calendar days from the original date of purchase.
Returns are only available within Mexico City and the metropolitan area. To request a return due to a damaged or incorrect item, please email sales@nouvel.glass with your order number and relevant details. We will respond within three (3) business days with instructions for pickup or replacement.
Returned products must be in their original condition, without chipping or breakage, and properly secured. Returns are not accepted after thirty (30) calendar days from the purchase date. Nouvel reserves the right to refuse returns for products used outside their intended purpose.
No returns, replacements, or refunds apply to promotional or clearance items.
Due to the hand-blown nature of the pieces, there may be minimal variations in color, hue, texture, or visual perception between one piece and another. For this reason, returns for these variations are not accepted.
LUXURY PACKAGING & BESPOKE ORDERS
Please refer to the Terms & Conditions section in your Original Quotation document. For inquiries, please contact your sales representative.
The CLIENT shall have a maximum period of five (5) calendar days from the date of delivery of the Glass Products to review their quality and quantity.
The CLIENT shall have thirty (30) calendar days to submit claims for internal product defects related to the quality of the packaging, stretch film, and pallet stability, provided that storage conditions are optimal in terms of temperature (high or low), humidity, and maximum stacking height. Otherwise, the CLIENT will lose the right to claim unless duly proven.
Accordingly, the CLIENT must send an email to nouvelapt@nouvel.glass, copying their Customer Service Executive, briefly describing the issues found with the products.
The email must include the order number and photographs of the damaged or incorrect products.
The SUPPLIER will respond within 72 hours of receipt, via the same communication channel, with return instructions.
For the return, the CLIENT must send the products to: Blvd. Tultitlán Pte. 202 A, Los Reyes, 54900 Tultitlán de Mariano Escobedo, Estado de México, México.
The products must be returned in their original packaging and must not be chipped or broken.The SUPPLIER will notify the CLIENT upon receipt of the returned products and, if applicable, inform them of the replacement date.
This is subject to the SUPPLIER's validation of the reported issues. If confirmed, the identified pieces will be replaced.
If there are quality specifications signed by the CLIENT, the inspection will be carried out according to AQL standards and validated by the quality department. If approved, the identified pieces will be replaced.
Returns will not be accepted due to minor variations in color, shade, or texture of the product.