Refund and Returns Policy
Overview
We want you to be fully satisfied with your purchase.
In accordance with our policy, returns are accepted within 14 days of receiving your order.
Eligibility for Returns
To be eligible for a return, the following conditions must be met:
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The product must be unused and unopened
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The product must be in its original packaging
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The product must be in the same condition as received
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The item must be suitable for resale
⚠️ For hygiene and safety reasons, opened or used skincare and personal care products are not eligible for return or refund.
Non-Returnable Items
The following items cannot be returned:
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Opened or used skincare and cosmetic products
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Products with damaged or missing original packaging
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Items returned after 14 days from delivery
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Products damaged due to improper use or handling by the customer
Proof of Purchase
To complete your return, a receipt or proof of purchase is required.
Please do not send your purchase back to the manufacturer.
Refunds
Once your return is received and inspected, we will notify you by email regarding the approval or rejection of your refund.
If approved:
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The refund will be issued to your original method of payment
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Processing time depends on your bank or payment provider and may take several business days
Late or Missing Refunds
If you haven’t received your refund yet, please:
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Check your bank account again
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Contact your credit card company (processing times may vary)
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Contact your bank
If you have completed all of the above and still have not received your refund, please contact us at:
info@nuacosmetic.com
Sale Items
Items purchased on sale or at a discounted price are non-refundable, unless they arrive damaged or defective.
Exchanges (Damaged or Defective Items)
We only replace items if they are defective or damaged upon arrival.
If the product itself is damaged or deformed (e.g., broken packaging, leakage, visible product damage), please contact us at info@nuacosmetic.com within 48 hours of delivery, including:
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Your order number
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Clear photos of the product and inner packaging
Shipping Damage
If the outer shipping package is damaged but the product inside remains intact, all claims must be addressed directly to the delivery company, as responsibility for external packaging damage lies with the courier service.
Requesting an Exchange
If you need an exchange for the same item:
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Email us at info@nuacosmetic.com within 48 hours of delivery
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Include your order number and clear photos of the issue
Once approved, we will provide return instructions.
Shipping Returns
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Customers are responsible for return shipping costs
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Shipping costs are non-refundable
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We recommend using a trackable shipping service, as we cannot guarantee receipt of returned items
Return Address
Vladimir Nazor 17
Skopje, North Macedonia
Need Help?
If you have any questions regarding returns or refunds, please contact us at:
info@nuacosmetic.com