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Refunds and Returns Policy

Effective Date: September 10, 2024
Website: www.nolluz.com
Business Name: Nolluz
Contact Email: reachus@nolluz.com
Business Address: Country Club, San Juan, PR

At Nolluz, customer satisfaction is our priority. We are committed to providing high-quality services and digital products to our clients. However, we understand that there may be instances where you may need to request a refund or return. This policy outlines the conditions, process, and timeframes for refunds and returns of our services and digital products.

 

1. Scope of Policy

This Refunds and Returns Policy applies to:

  • Social Media Marketing and Management Services

  • Production Services (videography, photography, editing)

  • Technology Services (web development, app development, data analysis)

  • Digital Products (templates, digital content, software tools)

 

2. Service-Based Refund Policy

2.1. Refund Eligibility for Services

Due to the personalized and custom nature of our services, refunds will generally not be offered once a service has been initiated, unless one of the following conditions is met:

  • Failure to deliver services: If we fail to provide the agreed-upon service or deliverables.

  • Missed deadlines: If we fail to meet critical deadlines as agreed upon in writing.

  • Mutual agreement: If both parties agree in writing to terminate the service due to unsatisfactory results or unforeseen circumstances.

2.2. Refund Process for Services

To initiate a refund request for any of our services, please follow the steps below:

  1. Contact Us: Email us at reachus@nolluz.com with your full name, order number, and detailed explanation of why you're requesting a refund.

  2. Review Process: We will review your request within 5 business days and contact you with our decision.

  3. Refund Issuance: If your refund request is approved, the refund will be processed to your original payment method within 10-15 business days.

 

3. Digital Product Return and Refund Policy

3.1. Eligibility for Digital Products

Digital products such as templates, software tools, and digital content are non-refundable due to the immediate access and nature of downloadable goods. Refunds for digital products will only be issued under the following conditions:

  • Defective product: If the digital product you purchased is defective or cannot be downloaded.

  • Incorrect product: If you receive the wrong product, not matching your order.

3.2. Non-Refundable Situations for Digital Products

  • Buyer’s remorse: We do not offer refunds if you simply change your mind or no longer need the product.

  • User errors: Refunds are not issued for issues such as system incompatibility, misuse of the product, or incorrect downloading.

3.3. Refund Process for Digital Products

To initiate a return or refund request for digital products:

  1. Contact Us: Send an email to reachus@nolluz.com with your order number and a detailed explanation of the issue.

  2. Resolution: We will assess the issue and, if necessary, provide a replacement or a full refund within 10 business days.

  3. Refund Approval: If approved, the refund will be processed back to your original payment method within 10-15 business days.

 

4. Additional Fees or Costs

4.1. Fees for Services

In cases where a service is eligible for a refund and substantial work has already been completed, a partial refund may be issued based on the amount of work already performed. A processing or administration fee of up to 10% of the total service cost may be applied to cover costs.

4.2. Fees for Digital Products

No additional fees will be charged for returning defective digital products. However, Nolluz will not cover any third-party fees related to software or products purchased through affiliates or third-party platforms.

 

5. How to Initiate a Return or Refund

5.1. For Services

To request a refund for any service provided by Nolluz:

  1. Contact us by sending an email to reachus@nolluz.com.

  2. Provide details: Include your full name, order number, and a clear description of why you are requesting the refund.

  3. We will review your request within 5 business days and respond accordingly.

5.2. For Digital Products

To request a refund for any digital product purchased from Nolluz:

  1. Contact us at reachus@nolluz.com.

  2. Provide product details: Include your order number and a description of the issue with the digital product.

  3. We will respond within 5 business days and provide a resolution.

 

6. Timeframes for Refunds

  • Review Period: Refund requests will be reviewed within 5 business days from the time we receive your request.

  • Refund Issuance: Approved refunds will be processed within 10-15 business days following the review.

  • Payment Method: Refunds will be credited back to the original payment method used during the purchase.

 

7. Contact Information for Customer Support

If you have any questions, concerns, or need assistance with returns and refunds, please contact our customer support team at:

We are committed to resolving your issues and will make every effort to address your concerns promptly and fairly.

By purchasing our services or digital products, you acknowledge that you have read and agreed to this Refunds and Returns Policy.

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