Returns & Refunds

 

Returns & Refunds Policy

We want you to love your shopping experience with NUELA. If, for any reason, you are not completely satisfied with your purchase, we’re here to help.

Returns

  • Eligibility: Items must be returned within 30 days of delivery to be eligible for a return. The item must be unused, in its original packaging, and in the same condition that you received it. Please note that certain items, such as seasonal or holiday-specific products, may not be eligible for returns once the season has passed.

  • Return Process: To start a return, please contact our customer service team with your order number and a description of the issue. Our team will guide you through the return process and provide you with a return address. Please do not send items back without contacting us first, as this may delay your refund or exchange.

  • Shipping Costs: You will be responsible for paying the shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Refunds

  • Refund Eligibility: Once we receive your returned item, we will inspect it and notify you of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 5-10 business days.

  • Partial Refunds: In some cases, only partial refunds may be granted. This includes items that are not in their original condition, damaged, or missing parts for reasons not due to our error.

Exchanges

  • We only replace items if they are defective or damaged. If you need to exchange an item for the same product, please contact us at [your email address]. Our team will assist you in arranging an exchange if your item qualifies.

Non-Returnable Items

Certain items are not eligible for returns or refunds, including:

  • Seasonal or holiday-specific products after the season has passed.
  • Items marked as final sale.
  • Customized or personalized products.

Order Cancellations

  • Order Cancellation: Orders can only be canceled within 24 hours of purchase. After this period, the order will be processed, and cancellation will no longer be possible. If you wish to cancel an order, please contact us as soon as possible.

Damaged or Defective Items

If your item arrives damaged or defective, please contact us within 7 days of receiving your order. We will require photos of the damaged or defective product to process your claim. In such cases, we will either issue a replacement or provide a full refund.

Need Help?

If you have any questions or concerns about your return or refund, feel free to reach out to our customer service team at contact@nuela.store. We are here to assist you and ensure a smooth and satisfying shopping experience.