NuvioDisappointment
Unethical Business Practices
In my experience, this company's business practices are unethical and predatory at best. Nuvio sells exclusively online, and the only way to cancel an order is by emailing customer support, there's no automated cancellation option, either on their website or in their order management system (Shopify). I accidentally completed a purchase and emailed the company the same day, within hours of ordering, to request cancellation. The item shipped the next day. The company didn't respond to my email until two days later, at which point they claimed nothing could be done since the order had already shipped. Had they offered any cancellation method, or simply responded in time, the order could have been canceled. I believe the delay was intentional. Waiting to respond until after shipment let the company deny the cancellation while appearing to have addressed my request. This reflects a broader pattern: no automated way to cancel, and no response to cancellation emails until the order is "locked in" by shipping. This leaves customers with no real ability to cancel even when they act immediately. To return the product, Nuvio also pushes all shipping costs and damage risk onto the customer. In short: they won't let you cancel, they make you pay return shipping, and if the item is damaged in transit, you're out the cost of the product, the shipping, and left with nothing. All of this could be avoided if they had a normal cancellation process. They point to their refund policy, but in practice it's designed to make cancellations and refunds as difficult as possible.
Response from Nuvio RecoverySep 23, 2026
Hi there, Thank you for taking the time to share your experience. We’re sorry that the timing of your cancellation request and the subsequent dispatch left you feeling that the process was intentionally designed to prevent you from cancelling. We do want to clarify that delaying cancellation requests until an order has shipped is not an intentional practice at Nuvio. Our customer support team aims to respond to enquiries within 48 hours, although during periods of particularly high demand this can extend to 72 hours. At the same time, our warehouse works to fulfil orders as quickly as possible, so unfortunately an order can sometimes enter fulfilment or dispatch before our support team reaches a cancellation request - even when that request was sent shortly after ordering. We completely understand how frustrating that is in circumstances such as yours. Once an order has entered the shipping process, we're unable to intercept it and it instead needs to be handled through our standard returns process. For eligible non-faulty returns, customers are responsible for return shipping and for ensuring the item reaches the warehouse safely, as outlined in our return policy. That said, we appreciate the wider point you’ve raised about the cancellation experience. A customer contacting us promptly and then discovering that their order shipped before their message was reviewed can understandably feel they were never given a meaningful opportunity to cancel. Your feedback regarding a more immediate or automated cancellation process is valuable, and we’ll take this into consideration as we continue to improve our customer experience. We’re sorry that the timing in your case resulted in such a frustrating experience and want to reassure you that it was not the result of deliberately withholding a response until your order had shipped. Best, Nuvio