Refund Policy
Returns & Exchanges:
Due to the nature of the product, we cannot accept returns and exchanges once the product has been opened, for hygiene reasons.
If you change your mind, we can accept an exchange for a different size within 7 days of receiving your order only if the packs are sealed and not opened.
Once your request is received and approved, we will provide an address for you to return your order to. All return shipping charges must be borne by the customer.
We aim to process your refund within one (1) week. A HKD$30 restocking fee will be charged to the customer.
All returns are subject to the discretion of Nushu.
If you have any questions about your return, please write to us at hello@nushucare.com.
Damages:
Items that may have been damaged or defective will be fully refunded.
In the unlikely event that your products arrive damaged, please email us at hello@nushucare.com within 48 hours of receiving your order with a video of the damage, the packaging and barcode displayed.
Once we authorise your request, we will offer you an exchange or refund to your original mode of payment used.
Refunds will be processed within 7-10 working days from the date we receive the products back.
Refund Policy:
1. Refund Eligibility:
- If we are unable to deliver within 15 days
- Unserviceable shipping location by our courier partners
- Faulty or damaged product
- Personal preference or mismatched expectations
- Incorrect/incomplete address or contact information given by customer
- Unavailability or refusal from the recipient
- Force majeure events
- Customer tampering with the product
Cancellation Policy:
An order cannot be canceled once it is successfully fulfilled.
If you’d like to cancel before your order is fulfilled, you can send in a request and we will try our best to accommodate. If cancellable, a HKD$30 cancellation charge will be applicable.