Return & Refund Policy

Last updated: July 30, 2026

At NUE, customer satisfaction is important to us. An unused product may be returned or exchanged within 14 days of delivery, subject to the conditions mentioned below.

Important: Products that have been opened, used, tested, or applied to the body cannot be returned due to health and hygiene reasons.

OVERVIEW

We aim to keep our return and refund process clear and fair. Returns are accepted only when the product is unused, unopened, and in its original condition, or when a product is received damaged, defective, incorrect, or non-functional.

RETURN ELIGIBILITY

You may request a return or exchange within 14 days of delivery if:

  • The product is unused and untested.
  • The product has not been applied to the skin or body.
  • The product is in its original condition with no signs of use, damage, stains, residue, scratches, or wear.
  • All original packaging, accessories, cables, controller, manuals, and tags are included.
  • The product was delivered damaged, defective, incorrect, incomplete, or non-functional.

NON-RETURNABLE ITEMS

For health, safety, and hygiene reasons, the following products cannot be returned or exchanged:

  • Products that have been opened, used, tested, or applied to the body.
  • Products showing signs of use, including skin contact, suction marks, stains, oil, cream, moisture, residue, scratches, or damage.
  • Products returned without their original packaging, accessories, controller, cable, manuals, or other included items.
  • Products damaged because of misuse, improper handling, accidental damage, or failure to follow the usage instructions.
  • Intimate, sanitary, hazardous, or flammable goods.

A used product will not be accepted for a change-of-mind return. However, a genuine manufacturing defect reported within 14 days may be reviewed by our support team.

HOW TO START A RETURN OR EXCHANGE

To request a return or exchange, email support@nuepk.com within 14 days of delivery.

Please include:

  • Your order number
  • The reason for the return or exchange
  • Clear photos or a short video showing the product and issue
  • A photo of the original packaging and included accessories

Please do not send the product back before receiving return instructions and approval from our support team.

EXCHANGES

Exchanges may be approved for an unused product or when the delivered product is damaged, defective, incorrect, incomplete, or non-functional. All exchanges are subject to inspection and product availability.

REFUNDS

Once the returned product is received and inspected, we will notify you whether your refund has been approved or rejected.

If approved, the refund will be processed within 5–7 business days.

Refund processing time may vary depending on your bank, payment provider, or financial institution.

DAMAGED, DEFECTIVE OR INCORRECT ITEMS — 14 DAYS

If your product is received damaged, defective, incorrect, incomplete, or non-functional, please report the issue within 14 days of delivery.

Email support@nuepk.com with your order number and clear photos or video evidence of the issue. After verification, we may provide a replacement, exchange, repair, or refund, depending on the nature of the issue.

Damage caused by misuse, accidental damage, improper handling, or failure to follow the product instructions will not be eligible for return, replacement, or refund.

CONTACT

For return, exchange, replacement, or refund support, contact us at:
Email: support@nuepk.com