Nua's Commitment to Excellence in Delivery
At Nua, we take pride in delivering our products in pristine condition to your specified shipping address. However, if any aspect of your order does not meet your expectations upon arrival, we encourage you to contact our customer care team at care@nua.com.sa within 48 hours of receipt. Due to the perishable nature of our offerings, we require appropriate documentation to support your claim. To expedite a replacement or exchange claim, please provide a detailed account along with photographic evidence. Claims without such documentation will not be eligible for return or exchange, and we reserve the right to exercise discretion in approving replacement requests.
Conditions Where Nua is Not Liable for Delivery Issues
Nua is exempt from liability in the following scenarios:
- Delivery failures due to incorrect or outdated addresses provided by the customer.
- Non-availability of the recipient at the time of delivery for up to 3 attempts
- Failure to provide an updated or new delivery address within 24 hours of the first delivery attempt.
Replacement and Refund Policy
To initiate a replacement, kindly reach out to our customer care team at care@nua.com.sa within 48 hours of your order's arrival. Following the approval of your request, we will dispatch the replacement item(s) within 2-5 business days. In situations where a replacement cannot be provided, a refund will be processed through the original payment method. This refund may take between 4 to 30 working days to appear in your account. A replacement or refund will be facilitated under any of these circumstances:
- The product sustained damage during delivery.
- The product is found to be defective or past its expiry date.
- An incorrect product has been delivered.
Condition of Returned Items
To be eligible for a return or exchange, items must be unused, unopened, and in their original packaging, with all accompanying documents intact.
Return Shipping Costs
For your convenience, Nua will cover the shipping costs associated with the return or replacement of any items, aligning with our commitment to customer satisfaction and service excellence.
Gift Returns
Please note that Nua does not accept returns or exchanges for items received as gifts. We encourage gift recipients to contact our customer care team for any concerns or queries regarding their gifted items on care@nua.com.sa
Limitation of Liability
In the event of a lost or damaged return shipment, Nua's liability shall be limited to the monetary value of the original purchase. This clause underscores our commitment to a fair and responsible handling of all return transactions.
Changes to the Policy
Nua reserves the right to amend the returns and exchange policy at any time. We recommend our customers to review the policy periodically to stay informed of any changes that might affect their rights and obligations.
We value your satisfaction and are committed to ensuring a seamless and positive experience with Nua.