Politique de remboursement

Return & Refund Policy

At Nuë, every order is handled with particular care. This Return & Refund Policy applies to all orders placed through the store and complements the statutory rights applicable to consumers located in France and the European Union.europa+1

1. Right of Withdrawal

In accordance with the rules applicable to distance selling, the customer has 14 calendar days from receipt of the order to notify their decision to withdraw, without having to provide any reason.service-public+2
After notifying their withdrawal, the customer has an additional 14 days to return the relevant product.

2. Mandatory Procedure Before Any Return

Before sending any return, the customer must contact customer service using the contact details provided on the store, specifying the order number, the products concerned, and, where applicable, photos of the product received.
No return will be processed without prior written request, without clear identification of the order, or if the parcel is returned with postage due.

3. Return Acceptance Conditions

Products must be returned complete, in their original packaging, with any accessories included, and in a condition allowing them to be resold.
If the product has been handled beyond what is necessary to verify its nature, characteristics, and proper functioning, a deduction may be applied or the refund may be refused if the item has become unsuitable for resale.
Any incomplete, damaged, soiled, used, altered, or otherwise non-resalable product may be refused.

4. Products Not Eligible for Return

For health protection and hygiene reasons, sealed products that have been unsealed, opened, or used after delivery may not be returned or refunded where they are no longer suitable for resale under proper hygiene and safety conditions.
This rule is particularly likely to apply to cosmetics, facial skincare products, direct skin-contact items, and similar goods where resale is no longer possible.
Personalized products, items offered as part of a promotional operation, or free samples are non-refundable unless they are defective upon receipt.

5. Return Costs

Unless there has been an order preparation error or the product was received defective, return shipping costs remain entirely the responsibility of the customer.
In the event of a valid withdrawal, the refund covers the amount paid for the relevant product or products as well as the initial standard delivery costs, but does not include any additional charges linked to an express or premium delivery method chosen by the customer.

6. Refunds

In the event of a valid withdrawal, the refund will be made without undue delay and no later than 14 days from the date on which the withdrawal request was notified.
However, Nuë reserves the right to delay the refund until the returned goods have been effectively recovered or until proof of shipment has been provided by the customer, whichever occurs first.
The refund will be issued using the same payment method used for the original order, unless the customer expressly agrees to another refund method at no additional cost.

7. Damaged, Non-Conforming, or Incorrect Products

If the customer receives a product that is damaged, defective upon delivery, or not the product ordered, they must contact customer service as soon as possible after delivery, ideally within 48 hours, and provide supporting photos.
After verification, Nuë may offer, depending on the situation, a replacement, store credit, or a refund.

8. Refused or Unclaimed Parcels

Any parcel refused without legitimate reason, left unclaimed, or returned due to an incomplete or incorrect address provided by the customer may be subject to a deduction corresponding to the actual logistics and return costs borne by the store, where legally applicable.
No refund will be processed until the parcel has been effectively recovered and inspected.

9. General Reservation

This policy does not deprive the consumer of any mandatory statutory rights applicable under French and European Union law.