NUYU Returns & Refunds Policy

Thanks for shopping with NUYU.

If you’re not completely happy with your order, don’t worry — our returns process is simple and straightforward.

How to Return Your Order

  1. Email hello@feelnuyu.com first so we can confirm eligibility.
  2. UK customers - We will send you a returns label after confirming your return. 
  3. Pack your items securely, attach the label, or use the QR code at your local Post Office.
  4. Post your parcel and keep your proof of postage for tracking.

If your order arrives damaged, let us know straight away so we can fix it.

International Returns

For returns outside the UK, we’re not able to offer free returns. International customers are responsible for return shipping costs.

Your Right to Cancel

You can cancel your order within 30 days of receiving it — no reason needed.

To cancel, email hello@feelnuyu.com with a clear statement. Once we’ve received the goods, we’ll refund you via your original payment method within 14 days.

Conditions for Returns

30-Day Returns & Money-Back Guarantee

This policy applies to orders placed directly on the NUYU website. If you purchased from a third-party retailer, you’ll need to follow their returns process instead.

We want you to feel confident trying NUYU, which is why we offer a 30-day money-back guarantee on your first order of any product. That gives you enough time to try it properly and see if it fits your routine.

If it’s not right for you, simply get in touch within 30 days of receiving your order and we’ll help you start a return.

To keep things fair:

  • The guarantee applies to your first purchase of each product only
  • Any unused, unopened items will need to be returned in resellable condition
  • We’re unable to refund multiple opened bottles

All returns need to be approved first. Just email us and we’ll send you a confirmation of return along with clear instructions on where to send your items. Please don’t send anything back before contacting us, or to an address we haven’t provided.

Once your return is approved, items should be sent back within 14 days. Return postage isn’t covered, and we recommend using a tracked service to make sure everything arrives safely.

As soon as we receive your return, we’ll process your refund within 10 working days, using the same payment method you originally used. Your bank may take a little longer to reflect the funds.

We cannot accept returns of:

  • Custom or personalised products.
  • Items past their expiry date.
  • Goods inseparably mixed with other items.
  • Any product not meeting the above conditions.

Returns that don’t meet these conditions may be refused at our discretion.

Damaged Goods

If your order arrives damaged or incorrect, email a photo to hello@feelnuyu.com and we’ll put it right.

Gifts

If marked as a gift and shipped directly to you, you’ll receive a gift credit for the return value. If sent to the purchaser first, the refund will go back to the original buyer.

Contact Us

Questions about returns?

📧 hello@feelnuyu.com

📞 0207 459 4636