Refund policy

SHIPPING & RETURNS POLICY

Last updated: July 31, 2026

At nue, we want every order to arrive quickly, safely, and exactly as expected. This policy explains how we ship our products, how returns work, and what to expect if you need a refund.

If you have any questions at any stage, we're always happy to help at you@feelnue.com.

Shipping

Physical products ordered from feelnue.com are shipped via trusted international courier services across selected European countries.

Standard Shipping is free on all orders over €50.

For orders below €50, shipping costs are calculated during checkout based on your delivery destination.

Customers may also choose Express Shipping for an additional fee, displayed during checkout.

Available Shipping Destinations

We currently ship to:

Austria, Belgium, Bulgaria, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden and the United Kingdom.

Delivery Times

Estimated delivery times depend on your location and product availability.

Standard Shipping

2–4 business days

Express Shipping

1–2 business days

During busy periods such as holidays, promotional campaigns, Black Friday or other peak seasons, deliveries may take up to 7–10 business days, but will not exceed 15 calendar days from the date your order is placed.

Please note that delivery estimates are not guaranteed and may occasionally be affected by customs procedures, weather conditions, transportation delays or other circumstances beyond our control.

Orders that are refused, unclaimed, returned to sender or disputed with the shipping carrier may require additional processing time and may be subject to additional shipping, return or reshipping costs where applicable.

Returns

If you're not completely satisfied with your purchase, you may return eligible products within 30 calendar days of receiving your order, in accordance with this Return Policy and applicable European consumer protection legislation, including Directive 2011/83/EU on Consumer Rights.

To begin a return, simply contact us at you@feelnue.com. Our support team will guide you through the return process and provide the appropriate return instructions.

How to Return Your Order

STEP 1 — Prepare Your Return

You have the right to return eligible products within 30 calendar days of delivery.

Products should be returned together with all original accessories, components and, whenever reasonably possible, the original packaging.

Please package the products carefully to prevent damage during transport.

Consumers may inspect and test products only to the extent reasonably necessary to determine their nature, characteristics and functionality, similar to what would be permitted in a physical retail environment.

STEP 2 — Contact Our Team

Before shipping your return, please contact us at:

you@feelnue.com

Please include:

  • your order number;
  • the reason for your return;
  • photographs if your return relates to a damaged or defective product.

We'll provide you with detailed return instructions before you send your parcel.

STEP 3 — Ship Your Return

You may use any reputable courier service.

Please send your return to:

nue

SC CRIS DIGITAL BRANDING SRL

Str. A.D. Xenopol nr. 26

Cluj-Napoca

Cluj County

Romania

Returns must be delivered door-to-door.

We do not accept returns sent:

  • via Romanian Post;
  • to parcel lockers;
  • to EasyBox locations;
  • cash on delivery (COD).

Unless otherwise required by applicable consumer protection laws, the customer is responsible for the cost of returning the products.

We strongly recommend using a tracked shipping service and keeping your proof of shipment until your return has been fully processed.

STEP 4 — Refund

Once your returned products have been received and inspected, we'll notify you of the outcome.

If your return is approved, your refund will be processed within 14 calendar days using your original payment method whenever reasonably possible.

If there is any discrepancy regarding the return shipment—including, but not limited to, parcels that are lost, damaged or marked as delivered but not received by our warehouse—the refund period will be suspended until the matter has been investigated and officially resolved with the shipping carrier.

Condition of Returned Products

Consumers have the right to inspect and test products only to the extent reasonably necessary to determine their nature, characteristics and functionality, in the same way they would be permitted to do in a physical retail store.

In accordance with Article 14(2) of Directive 2011/83/EU on Consumer Rights, customers are responsible for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning.

Returned products should include all original accessories, components and items supplied with the order and must be packaged appropriately to prevent damage during return transport.

If a returned product shows signs of excessive use, dirt, stains, odours, scratches, dents, impact damage, missing accessories or other damage beyond normal inspection, nue reserves the right to reduce the refund amount to reflect the diminished value of the returned product, where permitted by applicable law.

The diminished value may include, where applicable:

  • cleaning or sanitisation costs;
  • repair or refurbishment costs;
  • replacement of missing or damaged accessories or components;
  • any reduction in the commercial value of the product.

If a returned product cannot reasonably be repaired, refurbished or resold due to its condition, and the loss in value can be objectively demonstrated, the diminished value may amount to the full purchase price of the product.

Each return is assessed individually after inspection.

To ensure transparency, the condition of returned products and packaging may be documented using photographs and/or video recordings during the inspection process.

Lost, Damaged or Delayed Return Shipments

Customers remain responsible for returned products until they have been successfully delivered to our warehouse.

We strongly recommend retaining your shipping receipt and tracking number until your return has been fully processed.

If a returned parcel is:

  • lost in transit;
  • damaged during transport;
  • marked as delivered but not received by our warehouse;

the return cannot be considered complete and no refund can be issued until the matter has been officially resolved.

As the customer is the sender and contracting party with the selected courier, any claim relating to the shipment of the returned parcel must be initiated directly with the courier service.

nue will cooperate throughout the investigation and provide any relevant information or evidence available. However, refunds cannot be processed until the returned products have been received by nue or the shipping incident has been officially resolved by the carrier.

Undeliverable or Unclaimed Shipments

If an order cannot be delivered because of:

  • an incorrect or incomplete shipping address;
  • an invalid phone number;
  • failure to respond to the courier;
  • refusal to accept delivery;
  • failure to collect the parcel within the carrier's collection period;

the shipment may be returned to our warehouse.

Once the order has been returned, customers may choose to:

  • have the order shipped again after paying the applicable return and reshipping costs; or
  • request a refund, less any shipping, return shipping and other direct logistics costs incurred by nue, where permitted by applicable law.

After the returned shipment arrives at our warehouse, we'll notify you via email.

Customers have 30 calendar days from the date of notification to request:

  • reshipment;
  • an eligible refund;
  • store credit (where available).

If we do not receive a response within this period, we reserve the right to return the products to inventory and close the order administratively.

30-Day Money-Back Guarantee

We stand behind the quality of every nue product.

If you're not completely satisfied with your purchase, you may return eligible products within 30 calendar days of delivery.

Once the returned products have been received and inspected, we'll process your refund in accordance with this Shipping & Returns Policy.

Our goal is simple: to ensure every customer receives the quality, experience and support we promise.

Free Shipping

We offer free Standard Shipping on all orders over €50.

Shipping fees for orders below this amount, as well as any available Express Shipping options, are calculated during checkout based on your delivery destination.

Secure Payments

Your payment information is always protected.

All transactions are processed through trusted payment providers using industry-standard encryption and secure payment technology.

We do not store or have access to your complete payment card information.

Shop confidently knowing that every payment made on feelnue.com is processed securely.

Need Help?

If you have any questions regarding shipping, returns or refunds, we're always happy to help.

Email: you@feelnue.com

Website: https://feelnue.com