House of Nué  ·  NUÉ s.r.o.

Last updated: May 2025

 

We want every order from House of Nué to arrive in perfect condition and meet your expectations. This policy sets out your rights when returning products purchased from our store, in accordance with EU consumer law — specifically the EU Consumer Rights Directive (2011/83/EU) and the Sale of Goods Directive (2019/771).

Your statutory rights as an EU consumer are always protected and are not limited by any provision of this policy.

1. Your Right of Withdrawal (14-Day Cooling-Off Period)

As an EU consumer, you have the right to withdraw from your purchase within 14 calendar days of the date you, or a third party designated by you, receive the goods — without giving any reason.

To exercise this right, you must notify us of your decision to withdraw before the 14-day period expires by contacting us at:

Email: care@thehouseofnue.com

Please include your order number and state that you wish to withdraw.

2. Skincare & Beauty Products — Hygiene Exception

Under EU law (Article 16(e) of Directive 2011/83/EU), the right of withdrawal does not apply to sealed goods which are not suitable for return due to health protection or hygiene reasons, where the seal has been broken after delivery.

This means:

Unopened skincare products

If a skincare or beauty product is returned in its original, sealed, and unopened condition within the 14-day withdrawal period, you are entitled to a full refund. The product must be unused and in its original packaging with all seals intact.

Opened or used skincare products

Once a skincare or cosmetic product has been opened or used, it is excluded from the right of withdrawal for hygiene reasons. We are therefore unable to accept returns on opened or used skincare and beauty items, except in the case of a fault, damage, or non-conformity (see Section 4).

This hygiene exclusion is a recognised and lawful exception under EU consumer law and applies only to products that have been unsealed or used. It does not affect your rights regarding faulty or non-conforming goods.

3. Accessories & Tools

Unused accessories such as headbands, cosmetic pouches, and skincare tools may be returned within 14 days of delivery, provided that:

– The item is unused and in its original condition
– All original packaging, labels, and tags are intact
– You have contacted us prior to returning the item to receive a return authorisation

Return shipping costs for accessories are the responsibility of the customer, unless the item is faulty or was sent in error.

4. Faulty, Damaged, or Incorrect Items

If you receive an item that is damaged, defective, faulty, or not as described, you have rights under the EU Sale of Goods Directive (2019/771). We are legally responsible for any lack of conformity that exists at the time of delivery.

Please contact us as soon as reasonably possible after discovering the issue at care@thehouseofnue.com, including:

– Your order number
– A clear description of the issue
– Photographs of the damaged or incorrect item

We will assess your claim and, where valid, offer one of the following remedies at no cost to you:

– Replacement of the item
– A full or partial refund
– Any other remedy required under applicable EU law

Under EU law, your right to claim for non-conforming goods is valid for a minimum of two years from the date of delivery. We will not limit this right by imposing unreasonably short reporting windows.

5. Non-Returnable Items

The following items cannot be returned, except where they are faulty, damaged, or not as described:

– Opened or used skincare, cosmetic, or beauty products (hygiene exception — see Section 2)
– Items returned without prior authorisation from our team

Please note: discounted or sale items are not automatically excluded from your statutory return rights. Your EU consumer rights apply regardless of whether an item was purchased at full price or on promotion.

6. How to Request a Return

To initiate a return, please follow these steps:

– Email care@thehouseofnue.com with your order number and reason for return
– Wait for our confirmation and return instructions before sending anything back — items returned without authorisation may not be accepted
– Pack the item securely in its original packaging where possible
– Ship the item to the address provided in our return instructions

We recommend using a tracked shipping service for returns, as we cannot be held responsible for items lost in transit.

7. Refunds

Once we have received and inspected your returned item, we will notify you of the outcome within a reasonable timeframe.

 Approved refunds

If your return is approved, we will process your refund within 14 calendar days of receiving the returned goods (or, in the case of withdrawal before goods are dispatched, within 14 days of your withdrawal notification). The refund will be applied to your original payment method.

Shipping costs

Original shipping fees are non-refundable unless the return is due to a damaged, faulty, or incorrect item. In those cases, we will also reimburse any reasonable return shipping costs.

 Partial refunds

In certain cases, a partial refund may be issued — for example, if an item is returned in a condition that indicates use beyond what was necessary to assess the product (equivalent to what would be permitted in a physical store).

8. Contact Us

For any questions about this policy or to initiate a return, please contact our team:

 Email: care@thehouseofnue.com

Phone: +421 948 216 132

NUÉ s.r.o., Tolstého 5, Bratislava 811 06, Slovakia

We aim to respond to all enquiries within 2 business days.

This policy does not affect your statutory rights as an EU consumer. If you have a complaint that we are unable to resolve, you may also contact your national consumer protection authority or use the EU Online Dispute Resolution platform at https://ec.europa.eu/consumers/odr