Terms and Conditions
Please read these terms and conditions carefully.
As we can accept your order and enter into a legally enforceable agreement without further reference to you, you must read these terms and conditions to make sure they contain everything you want and nothing you are not willing to agree to. If you are unsure about anything, please contact us by email at hello@feelnuyu.com or on WhatsApp.
Application
These Terms and Conditions apply to the purchase of goods by you (the Customer or you). We are Naturra Ltd, trading as NUYU, a company registered in England and Wales under number 16372131. Our registered office is at 128 City Road, London, United Kingdom, EC1V 2NX. Our VAT number is GB 499 3745 22. Email address: hello@feelnuyu.com (the Supplier or us or we).
By ordering any of our goods, you agree to be bound by these Terms and Conditions. You may only purchase goods from our website if you are eligible to enter into a contract and are at least 18 years old.
Interpretation
- Consumer means an individual acting for purposes wholly or mainly outside their trade, business, craft, or profession;
- Contract means the legally binding agreement between you and us for the supply of the goods;
- Delivery Location means the Supplier's premises or other location where the goods are to be supplied, as set out in the order;
- Durable Medium means paper or email, or another medium that allows personal addressing, long-term storage, and unchanged reproduction;
- Goods means the goods advertised on our website that we supply to you as described in your order;
- Order means your order for the goods placed through our website;
- Privacy Policy means our policy regarding confidential and personal information collected via our website;
- Website means our website at feelnuyu.com where our goods are advertised.
Goods
Descriptions of the goods are listed on our website, brochures, or other forms of advertising. These are for illustrative purposes only. There may be minor differences in size or colour.
If goods are made to your specific requirements, it is your responsibility to ensure the provided specifications are accurate.
All goods are subject to availability. We may make changes to goods as necessary to comply with legal or safety requirements, and will notify you of any such changes.
Personal Information and Registration
You can order as a guest or create an account. If you create an account, you are responsible for keeping your login details confidential.
All personal data is processed in accordance with our Privacy Policy.
We may contact you via email, electronic communication, or pre-paid post, and you agree to this method of communication.
Basis of Sale
Product descriptions on the website are not contractual offers. We reserve the right to reject any order, although we will attempt to provide a reason.
You are responsible for checking that your order is correct during the order process.
A binding contract forms only when you receive an email from us confirming your order. Please check this confirmation carefully and notify us immediately of any errors.
Quotations are valid for a limited period unless withdrawn earlier.
Contract variations must be agreed in writing.
These terms are intended for consumer purchases only. If you are buying on behalf of a business, please let us know.
Price and Payment
Prices include VAT and are those displayed on the website at the time of order, unless otherwise agreed in writing.
Payment must be made at the time of order using one of the payment methods offered at checkout. We may charge your payment method before delivery.
Delivery
We aim to deliver within 30 days unless a different period is agreed. Our usual delivery options and times are set out in our shipping policy.
If we fail to deliver on time, and time was of the essence, you may cancel the contract and receive a full refund. You may also cancel if you specified a later acceptable deadline which we still did not meet.
You may reject goods or cancel orders in accordance with your legal rights. Goods must be returned or made available for collection if you cancel, and we will bear the return cost.
If an order forms a commercial unit, you must reject or cancel the whole unit.
We deliver to the UK and to selected countries abroad. For orders outside the UK, you are responsible for any import duties or taxes.
We may deliver in instalments. If delivery is missed through no fault of ours, we may charge storage or redelivery fees.
Responsibility for goods passes to you upon delivery. Please examine the goods before accepting them where possible.
Risk and Title
Risk passes to you on delivery. Title passes only when full payment is received. If payment is overdue or you become insolvent, we may cancel the delivery and repossess unpaid goods.
Your Right to Cancel
You can withdraw your order at any time before we confirm it, with no obligation.
Once your order is confirmed, you can cancel it within 30 days of receiving your goods, with no reason needed. That is longer than the 14 days the law requires. For a subscription, the 30 days run from your first delivery.
To cancel, email hello@feelnuyu.com with a clear statement that you want to cancel. You don't need to use a form. We will confirm that we have received your cancellation.
We will refund you to your original payment method within 14 days of receiving the goods back, or of you giving us proof that you have sent them, whichever is sooner. If you cancel within 14 days of delivery, we also refund the standard delivery charge you paid. We may reduce a refund if the goods have lost value because they were handled more than was needed to check them.
You can't cancel for:
- custom or personalised goods;
- goods past their expiry date;
- goods that have become inseparably mixed with other items;
- sealed health and hygiene products, such as supplements and sprays, once you have opened them. Our 30-day money-back guarantee still covers the first purchase of each product, as set out in our returns and refunds policy.
None of this affects your legal rights if goods are faulty, damaged or not as described.
Subscriptions and Cancellations
Ongoing Subscriptions
If you've signed up to an ongoing NUYU subscription (for example, monthly delivery with no fixed term), you can cancel at any time. Just let us know before your next billing date to avoid being charged for the following cycle.
Fixed-Term Promotions
From time to time, NUYU may offer fixed-term subscription promotions (for example, a 3-cycle bundle or other discounted package). By choosing one of these promotions, you agree to complete the full minimum term of the offer.
- Cancellations are not permitted during the initial commitment period.
- At the end of the promotional term, your subscription will either end automatically or continue as a rolling subscription (as stated in the offer details). You may then cancel at any time.
How to Cancel
To cancel, log in to your NUYU account or email us at hello@feelnuyu.com. We'll confirm once your cancellation has been processed.
Returning Goods
Please contact hello@feelnuyu.com before returning anything. Approved returns go to:
NUYU Returns
Unit TC05
1 Rocky Lane
Aston
Birmingham
B6 5RQ
United Kingdom
Please send goods back within 14 days of telling us you are cancelling. Unless the goods are faulty, damaged or not what you ordered, you pay the cost of returning them. Full details are in our returns and refunds policy.
Conformity and Guarantee
We will supply goods that:
- Are of satisfactory quality;
- Match their description;
- Are suitable for the purpose described or made known to us.
Manufacturer guarantees apply where provided, without affecting your statutory rights.
Successors and Sub-contractors
Either party may assign the contract. We remain liable for subcontractor performance.
Force Majeure
Neither party is liable for events beyond reasonable control. Obligations are suspended during such periods.
Privacy
We comply with UK GDPR and other applicable data laws.
We are the Data Controller of any personal data collected. Data is processed only for the purposes identified and stored securely. For queries, email hello@feelnuyu.com.
Excluding Liability
We do not exclude liability for death, personal injury, or fraud. Subject to this, we are not liable for unforeseen losses or losses not caused by a breach of these terms.
Law and Jurisdiction
These terms are governed by English law. Disputes are subject to the courts of England and Wales, or where applicable, Scotland or Northern Ireland.
Complaints should be submitted to us first. We aim to resolve complaints within five business days.
SMS/MMS Messaging Terms
NUYU offers a mobile messaging service. By opting in, you agree to receive automated marketing messages (for example, promotions and alerts). Message frequency varies. Standard rates apply.
Reply STOP to opt out, HELP for assistance. You agree to provide accurate contact information and to notify us of any number changes.
We are not responsible for delayed or undelivered messages. Carriers are not liable.
You must be 13 or over. Users aged 13 to 17 must have parental consent. By using the service, you confirm eligibility under local law.
If you have any questions or need more info, reach out to us at hello@feelnuyu.com.
