Refund policy

Last Updated: March 23, 2026

At Nuwa Pen, we are committed to delivering a revolutionary writing experience. This policy outlines the procedures for returns, refunds, and warranty claims for your Nuwa Pen.

1. The 14-Day Satisfaction Guarantee (Standard Returns)

For all orders once the pre-order phase is complete, we offer a 14-day satisfaction guarantee. If you are not satisfied with your purchase, you may request a return.

• Return Window: The 14-day satisfaction period begins the day after you receive your Nuwa Pen.
• Condition of Return: To be eligible for a full refund, the Nuwa Pen must be returned complete with all accessories (charging case, cables, ink refills, etc.). We recommend returning the product in its original packaging, though it is not a strict requirement for a refund.
• Deductions: We reserve the right to deduct an amount from the refund to reflect any loss in value if the product is returned damaged, incomplete, or has been handled beyond what is necessary to establish its nature and functionality. Any such deduction will be based on the assessed market value of the product in its returned condition versus its value when new, and will be communicated to you in writing before it is applied.
• Return Shipping: You, the customer, are responsible for the cost of return shipping. We strongly recommend using a trackable shipping service, as we cannot be held responsible for items lost or damaged during transit.
• Restocking Fees: We do not charge restocking fees for eligible returns.

2. Pre-Order Policy

This section applies specifically to orders placed on or after May 7, 2025. For (pre)-orders placed before or on May 6, 2025, please scroll to the bottom of the page.

Any product sold during a pre-order phase will be clearly identified with a badge labeled "Pre-Order" (or similar designation) at the top of the product page. Your pre-order status will also be explicitly confirmed in your order confirmation email.

• Transition to Standard Returns: Once the pre-order phase is complete and your order has been delivered, the standard 14-Day Satisfaction Guarantee (Section 1) applies. You will have 14 days from the receipt of your product to request a return if you are not satisfied.
• Cancellation Window: You may cancel your pre-order for a full refund at any time until you receive a shipment notification from us.

• Company-Initiated Cancellation: If Nuwa Pen must cancel your pre-order, we will issue a refund subject to the same conditions outlined above.

3. The 2-Year Limited Warranty (Defective Products)

Nuwa Pen comes with a 2-year global warranty covering manufacturing defects. A manufacturing defect is defined as a material failure in workmanship or materials that causes the product to deviate from its published specifications under normal use conditions, and that was present at the time of delivery.

Warranty Coverage: You are covered by the legal guarantee if the product:

• Does not function as intended (e.g., fails to turn on, battery issues not caused by misuse).
• Does not perform as a consumer could reasonably expect, taking into account that the product software will evolve and improve over time via updates as communicated.
• Arrives damaged or with missing components.
• Develops a defect within the 2-year period that was not caused by misuse.

Warranty Exclusions: This warranty does not cover damage caused by:

• Accidents, such as drops, spills, or liquid damage.
• Normal wear and tear or cosmetic damage.
• Improper use, storage, or handling of the device.
• Use of unapproved third-party accessories, chargers, or ink refills.
• Unauthorized modifications or repairs.
• Loss or theft of the device.

Warranty Shipping Costs:

• For consumers resident in the European Union: If your warranty claim is confirmed as covered under this warranty, Nuwa Pen will cover the cost of shipping the product to us and returning it to you. We will provide you with a prepaid shipping label or reimburse your reasonable return shipping costs upon confirmation of the defect.
• For all other customers: You are responsible for the cost of shipping the product to Nuwa Pen for a warranty evaluation. If your claim is confirmed as covered under this warranty, Nuwa Pen will cover the cost of shipping the repaired or replacement unit back to you.

Resolution: If a defect is confirmed and covered under warranty, Nuwa Pen will, at its discretion, repair your original unit, replace it with a new unit, or replace it with a certified refurbished unit. A certified refurbished unit is a previously returned or repaired unit that has been inspected, tested, and confirmed to meet Nuwa Pen's functional specifications. Nuwa Pen will endeavor to resolve all confirmed warranty claims within 30 business days of receiving the returned unit. If resolution is not possible within this period, we will notify you with a revised timeline.

Non-Warranty Issues: If your device is damaged in a way not covered by the warranty, we may offer you the option to purchase a certified refurbished Nuwa Pen at a reduced price.

4. The Return Process (How-To)

• Step 1: Contact Us: To initiate any return (satisfaction guarantee or warranty), please email our support team at team@nuwapen.com.
• Step 2: Provide Information: In your email, please include your order number, a clear reason for the return, and for warranty claims, detailed photos and/or videos demonstrating the issue.
• Step 3: Ship Your Return: Once our team has approved the return, you may ship the product back to the address provided. You can choose your preferred shipping carrier. We highly recommend using a service with tracking and insurance. For international returns, you are responsible for all customs declarations, duties, and fees.

5. Dispute Resolution

If you disagree with our decision regarding a return or refund, please contact us at team@nuwapen.com to request an internal review. We will respond within 14 business days. This does not affect your statutory rights, including your right to seek redress through consumer protection authorities or courts in your jurisdiction.

6. Special Cases & Important Notes

• SAFETY WARNING: Damaged Lithium-Ion Batteries. If you suspect the battery in your Nuwa Pen is damaged, swelling, or leaking, DO NOT SHIP THE DEVICE. This is a serious safety hazard. Please contact our support team immediately with photos. We will provide instructions for a resolution, and you will be required to dispose of the hazardous device at a local e-waste recycling facility.

• Data & Privacy: Before returning your device, we strongly recommend you back up and erase any personal data from your Nuwa Pen and the Nuwa+ App.

• Refund Timing & Method: Once we receive and inspect your return, we will process your refund as soon as possible, within a maximum of 30 days. Refunds will be issued to the original payment method.

• Refundable Shipping Costs: Your original shipping costs are refundable.

• Limitation of Liability: To the maximum extent permitted by applicable law, Nuwa Pen's total liability to you under this policy shall not exceed the total amounts paid by you to Nuwa in the twelve (12) months immediately preceding the event giving rise to the claim. Nothing in this section excludes or limits liability for fraud, gross negligence, willful misconduct, death or personal injury caused by negligence, or any liability that cannot be excluded or limited under the mandatory laws of your jurisdiction.

• Governing Law: If you are a consumer resident in the European Union, United Kingdom, or Switzerland, the laws of your country of residence apply to the extent required by mandatory consumer protection law, and you retain the benefit of any protections that cannot lawfully be excluded by contract. For all other users, this policy is governed by the laws of the State of Delaware, USA, without regard to conflict of law principles.

• Geographic Limitations: We only accept and process returns from countries and regions we originally ship to.

• Policy Updates: We reserve the right to update this policy at any time. The version in effect at the time of your purchase governs your order.

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Important Notice Regarding Pre-Orders Placed Before or On May 6, 2025

This Refund & Return Policy applies to all orders placed on or after May 7, 2025. Pre-orders placed prior to this date are subject to the special conditions outlined in this section.

Pre-orders placed before or on May 6, 2025, were processed by Nuwa Spatial B.V., which was declared bankrupt by the Rechtbank Noord-Nederland on May 6, 2025. As such, these pre-orders are not governed by the refund terms of the current Nuwa Pen entity.

All legal claims regarding the bankruptcy of Nuwa Spatial B.V. must be submitted directly to the appointed curator. Information on how to file a claim can be found at: https://www.dehaanlaw.nl/faillissement/nuwa-spatial-b-v

We understand this has been a difficult situation for early supporters. We are immensely grateful for the support in helping bring the product to life. The current Nuwa Pen team's commitment to finding a path forward has resulted in a special arrangement for customers affected by the bankruptcy. Details of this arrangement have been communicated to all pre-order customers. You may request a copy of this arrangement by directly emailing our CEO, Marc Tuinier, at marc@nuwapen.com.