Return and Shipping

Effective Date: May 2026 | Version 1.1 

1. Overview 

At NUEBLU,  we are committed to delivering your order safely, accurately, and on time. We understand that shipping issues, damaged parcels, and other logistical problems can occur despite our best efforts. This policy outlines your rights and our obligations when things don't go as planned — and exactly what we will do to make it right. 

This policy covers all non-medical, order-related issues including lost shipments, damaged packaging, incorrect items, and returns. It does not cover product reactions, health outcomes, or medical concerns — please refer to our Product Disclaimer for those matters. 

2. Order Processing & Dispatch 

Processing Time All orders are processed within 1–3 business days of payment confirmation. Orders placed on weekends or public holidays will begin processing on the next available business day. 

Dispatch Confirmation Once your order is dispatched, you will receive a confirmation email containing your tracking number and a link to track your shipment in real time. If you have not received a dispatch email within 3 business days of ordering, please check your spam folder before contacting us. 

Order Cutoff Time Orders placed before 2:00 PM (local time, Monday–Friday) are eligible for same-day processing. Orders placed after this time will be processed the following business day.

3. Shipping Methods & Estimated Delivery Times 

Shipping Method 

Estimated Delivery 

Tracking 

Signature Required 

Standard (Domestic) 

5–10 business days 

Yes 

No 

Express (Domestic) 

2–4 business days 

Yes 

No 

International Standard 

10–21 business days 

Yes 

Varies by country 

International Express 

5–10 business days 

Yes 

Yes 

Note: Delivery estimates are indicative only and may be affected by customs clearance, public holidays, extreme weather, or carrier delays outside of our control. International shipments may be subject to customs inspection, which can add additional transit time. 

4. Lost or Missing Shipments 

We take lost shipments seriously and will work diligently to resolve your case. Please follow the steps below: 

Step 1 — Wait for the Carrier Window to Close 

Before reporting a lost item, please allow the following timeframes to pass after your expected delivery date: 

  • Domestic shipments: 5 additional business days
  • International shipments: 15 additional business days Carrier networks occasionally experience delays that resolve without intervention. 

Step 2 — Check Common Locations 

Before reporting, please verify: 

  • Your building's mailroom, parcel locker, or reception area
  • That no delivery attempt cards were left at your address
  • With neighbours, in case the parcel was left with them
  • The tracking status on the carrier's website for any delivery notes 

Step 3 — Contact Us 

If the above steps do not resolve the situation, contact our customer support team at contact@nueblu.co with the following information: 

  • Your order number
  • The full delivery address used at checkout
  • A screenshot or description of the last tracking update 

Our Resolution Process 

Once a lost shipment claim is submitted, we will: 

  1. Open a formal investigation with the carrier within 2 business days.
  2. Keep you updated throughout the investigation process.
  3. Provide a resolution within 10–15 business days of the claim being opened. 

Resolution options for confirmed lost shipments: 

  • Full re-shipment of your order at no additional cost, or
  • A full store credit or refund, at your preference. 

Important: Claims for lost shipments must be submitted within 60 days of the original dispatch date. Claims submitted after this window may not be eligible for resolution, as carrier investigations cannot be initiated beyond their own filing deadlines. 

5. Damaged Items or Packaging 

If your order arrives with damaged packaging or compromised product integrity (e.g. leaking, broken seal, crushed container), please: 

  • Do not discard the packaging — it is required for the claim.
  • Photograph the damage clearly, including the outer packaging, inner packaging, and the product itself.
  • Contact us within 7 days of delivery at contact@nueblu.co with your order number and photos attached. 

We will assess the claim and respond within 3 business days. Confirmed damage cases will be resolved with either a full replacement shipment or a refund — your choice. 

Claims submitted more than 7 days after confirmed delivery may not be eligible for resolution, as damage is difficult to attribute to transit after this window. 

6. Incorrect Items Received 

If you receive an item that does not match what you ordered (wrong product, wrong concentration, wrong quantity), please: 

  1. Contact us at contact@nueblu.co within 14 days of delivery. 
  2. Include your order number and a photo of the item(s) received. 

We will cover the cost of return shipping for incorrect items and will dispatch the correct product promptly at no additional charge, or issue a full refund if you prefer. 

7. Returns Policy 

7.1 Eligibility for Returns 

We accept returns under the following conditions: 

Scenario 

Return Eligible 

Timeframe 

Item arrived damaged 

✅ Yes 

Within 7 days of delivery 

Incorrect item received 

✅ Yes 

Within 14 days of delivery 

Item not as described on the website 

✅ Yes 

Within 14 days of delivery 

Order cancelled before dispatch 

✅ Yes 

Before dispatch confirmation 

Change of mind (unopened, sealed) 

✅ Yes 

Within 14 days of delivery 

Opened product (change of mind) 

❌ No 

— 

Product used or partially consumed 

❌ No 

— 

7.2 Condition of Returned Items 

To be eligible for a return, items must be: 

  • In their original, unopened packaging with the seal intact (for change-of-mind returns). 
  • Undamaged and in a resaleable condition. 
  • Accompanied by proof of purchase (order number or receipt). 

7.3 How to Initiate a Return 

  • Email contact@nueblu.co with your order number and reason for return. 
  • Our team will review your request and respond within 2 business days. 
  • If approved, we will provide you with a Return Merchandise Authorisation (RMA) number and return instructions. 
  • Do not send items back without an RMA number — unauthorised returns cannot be processed and may not be refunded. 

7.4 Return Shipping Costs 

Return Reason 

Who Pays Return Shipping 

Our error (wrong or damaged item) 

We cover return shipping 

Change of mind 

Customer covers return shipping 

Item not as described 

We cover return shipping 

We recommend using a tracked shipping service for all returns. We cannot accept liability for return shipments lost in transit that were not sent with tracking. 

8. Refunds 

8.1 Refund Processing 

Once we receive and inspect your returned item or confirm a lost shipment/damage claim, we will notify you of the outcome within 3 business days. 

Approved refunds will be processed to your original payment method within: 

  • Credit/debit card: 5–10 business days (depending on your bank) 
  • PayPal or digital wallet: 3–5 business days 
  • Store credit: Issued immediately upon approval 

8.2 Partial Refunds 

In certain cases, a partial refund may be issued: 

  • Items returned with minor signs of handling (not fully unused). 
  • Multi-unit orders where only some items are being returned. 

8.3 Non-Refundable Items 

The following are not eligible for refunds under any circumstances: 

  • Opened or used products (for hygiene and safety reasons). 
  • Products damaged by the customer after delivery. 
  • Digital products or downloadable content. 
  • Orders where the customer provided an incorrect delivery address at checkout. 

9. Customs, Duties & International Orders 

For international orders, please be aware of the following: 

  • Import duties and taxes are the sole responsibility of the customer and are not included in our product prices or shipping fees. 
  • Some countries may have import restrictions on certain supplement ingredients. It is the customer's responsibility to verify that their order is legally importable into their country before purchasing. 
  • We are not liable for shipments seized or delayed by customs authorities. However, if a shipment is confirmed as seized, we will work with you to explore available options on a case-by-case basis. 
  • Packages refused at customs and returned to us may be subject to a restocking fee of up to 15% to cover original shipping and handling costs. 

10. Undeliverable Packages 

If a package is returned to us as undeliverable (e.g. incorrect address provided, failed delivery attempts, refused at customs), we will contact you within 5 business days of receiving the return. 

You will have the option to: 

  • Request a re-shipment — additional shipping charges will apply. 
  • Receive a refund — minus original shipping costs and any applicable restocking fee. 

If we do not receive a response within 30 days, the item will be restocked and a store credit (minus shipping) will be issued to your account. 

11. Order Cancellations 

Before Dispatch Orders can be cancelled free of charge if contacted before your dispatch confirmation email is sent. Email contact@nueblu.co with "ORDER CANCELLATION" in the subject line and your order number. 

After Dispatch Once an order has been dispatched, it cannot be cancelled in transit. You may initiate a return once the item is delivered, subject to the return eligibility conditions in Section 7. 

12. Contact Us 

For all order-related enquiries, our customer support team is available: 

Email: contact@nueblu.co Response time: Within 2 business days Operating hours: Monday–Friday, 9:00 AM – 6:00 PM (EST) 

13. Policy Updates 

This policy is reviewed periodically and may be updated to reflect changes in our operations, carrier partnerships, or applicable regulations. The current version and effective date will always be displayed at the top of this page. Continued use of our website and services after a policy update constitutes acceptance of the revised terms. 

NUEBLU — Committed to quality, transparency, and your satisfaction.