Freshness & substitution guarantee
What happens when an item arrives damaged, past-date, or wrong — and how substitutions work.
If it arrives wrong
If any item arrives damaged, expired, or not what you ordered, email a photo to support@gonuven.com within 7 days and we will refund the item in full or ship a replacement — your call. You don't need to return the item.
Substitutions
Occasionally an item goes out of stock between when you order and when we pick your box. When that happens:
- We only substitute with an item at the same or lower price and the same or higher Nuven rating.
- You are told about the substitution in your shipment confirmation email, with the reason.
- If you'd rather not receive substitutions, tick "no substitutions" at checkout — we'll refund the missing item instead.
Freshness on perishables
For any item with a "best by" or "use by" date, we guarantee at least 30 days of shelf life on arrival for shelf-stable goods and at least 5 days for chilled goods. If we miss that window, message us and we'll refund the item.
No fine print
There is no minimum order for this guarantee, no restocking fee, and no requirement to ship anything back. If something is wrong, tell us — that's it.