Refund policy
Return, Cancellation & Order Acceptance Policy
Because Nura Renüa offers prepared food, beverages, desserts, coquito, catering, and specialty coconut experiences, all food and beverage items are final sale.
We do not accept returns or exchanges on prepared drinks, desserts, coquito, custom orders, catering orders, private event bookings, or event experiences, including the Coconut Bar Experience, Tropical Slushy Experience, Coquito Bar, Grab & Go Experience, Dessert Bar Experience, The Ritual Table Experience, and The Ritual Tap Wall.
Order Inspection & Acceptance
All orders must be inspected at the time of pickup or delivery. The customer, or the person receiving the order, is responsible for reviewing the order before accepting it.
By accepting the order, the customer confirms that the order was received as complete, correct, and in good condition.
Once an order has been accepted, Nura Renüa is not responsible for claims made after pickup or delivery, including issues caused by improper handling, transportation, storage, refrigeration, temperature exposure, or delayed consumption.
Food Safety & Temperature Responsibility
Our products are prepared and handled with care before pickup or delivery. After the order has been accepted, it is the customer’s responsibility to keep all food, beverages, desserts, and coquito at the proper temperature.
Nura Renüa is not responsible for products that are damaged, spoiled, melted, separated, altered, or no longer fresh due to improper storage, heat exposure, lack of refrigeration, transportation, or handling after the order has been accepted.
Incorrect or Missing Items
If there is an issue with your order, it must be reported immediately at the time of pickup or delivery, before the order is accepted.
Once the order has been accepted as complete and in good condition, no claims, refunds, replacements, or credits will be issued.
Order Cancellations
Customers may request a cancellation within 1 hour of placing an order, as long as the order has not yet been prepared, fulfilled, picked up, delivered, or scheduled for production.
Once an order has been prepared, fulfilled, picked up, delivered, or accepted, it cannot be canceled, returned, refunded, or exchanged.
Catering, Private Events & Experiences
Catering orders, private events and event experiences require advance preparation, ingredients, staffing, and reserved availability. A 50% deposit reserves your date and is non-refundable. If you cancel more than 7 days before your event, your deposit may be applied once to a new date within 6 months. Cancellations within 7 days of the event are not refundable. If we ever need to cancel, you receive a full refund.
Gift Cards
Gift cards are final sale, do not expire, and cannot be returned or exchanged for cash except where required by law.
Merchandise
If a merchandise item arrives damaged, defective or incorrect, contact us within 14 days of delivery with your order number and a photo, and we will replace it. Because many items are printed on demand, we cannot accept returns or exchanges for size or preference.
Ritual Rewards
Refunded or canceled orders do not earn Rituals, and redeemed rewards have no cash value.
Contact
For any order issue, please contact us before accepting your order at pickup or delivery.
Email: hello@nurarenua.com
Instagram: @nurarenua