Refund policy
House of Nué · NUÉ s.r.o.
Last updated: June 2026
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 applicable European Union consumer protection legislation, including the Consumer Rights Directive (2011/83/EU), Directive (EU) 2023/2673 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 from the date you, or a third party designated by you, receive the goods, without giving any reason.
Please note that this right does not apply to sealed skincare, cosmetic or beauty products that have been opened or unsealed after delivery due to health protection and hygiene reasons, in accordance with Article 16(e) of Directive 2011/83/EU.
You may exercise your right of withdrawal by using the withdrawal request function available on our website or by contacting us at care@thehouseofnue.com before the withdrawal period expires.
Please include your name and order number when submitting your withdrawal request. Once we receive your request, we will send you confirmation by email without undue delay.
2. Skincare & Beauty Products — Hygiene Exception
Under Article 16(e) of Directive 2011/83/EU, the right of withdrawal does not apply to sealed goods that are unsuitable for return for health protection or hygiene reasons once they have been unsealed after delivery.
Unopened skincare products
If a skincare or beauty product is returned within the 14-day withdrawal period in its original, unopened and sealed condition, you are entitled to a refund. The product must be unused and returned with all original packaging and seals intact.
Opened or used skincare products
Once a skincare or cosmetic product has been opened, unsealed or used, it is excluded from the statutory right of withdrawal for hygiene reasons. We therefore cannot accept returns or provide refunds for opened or used skincare and beauty products unless they are faulty, damaged or otherwise not in conformity with the contract.
This hygiene exception does not affect your statutory rights regarding defective or non-conforming goods.
3. Accessories & Tools
Unused accessories, including 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.
Return shipping costs for accessories are the responsibility of the customer unless the item is faulty, damaged or supplied in error.
4. Faulty, Damaged or Incorrect Items
If you receive a product that is damaged, defective, faulty or not as described, you have rights under the Sale of Goods Directive (2019/771).
Please contact us as soon as reasonably possible at care@thehouseofnue.com, including:
- your order number;
- a description of the issue;
- photographs of the product where possible.
Where your claim is valid, we will provide an appropriate remedy in accordance with applicable law, including:
- replacement;
- repair where applicable;
- full or partial refund; or
- any other remedy required under applicable consumer legislation.
Your statutory rights regarding non-conforming goods remain valid for at least two years from delivery.
5. Non-Returnable Items
Unless faulty, damaged or incorrectly supplied, the following products cannot be returned:
- opened, used or unsealed skincare, cosmetic or beauty products;
- products excluded from the right of withdrawal under applicable law.
Please note that discounted or sale items are not automatically excluded from your statutory rights. Your legal consumer rights apply regardless of the purchase price.
6. How to Request a Return or Exercise Your Right of Withdrawal
To request a return or exercise your right of withdrawal:
- submit a withdrawal request using the withdrawal function available on our website or contact care@thehouseofnue.com;
- include your name and order number;
- wait for our return instructions;
- securely package the product where applicable;
- send the product to the address provided by our customer care team.
We recommend using a tracked shipping service, as we cannot be responsible for returned parcels lost during transit.
7. Refunds
Once we receive and inspect your returned item, we will notify you of the outcome.
Approved refunds
Where a refund is due, it will be processed within 14 calendar days in accordance with applicable law using the original payment method.
Shipping Costs
If you exercise your statutory right of withdrawal because you have changed your mind, you are responsible for the direct cost of returning the goods to us.
Original delivery charges will be reimbursed only to the extent required by applicable consumer law.
If the return is due to a faulty, damaged or incorrectly supplied product, House of Nué will reimburse both the original delivery charges (where applicable) and the reasonable cost of returning the goods.
8. Contact Us
For any questions regarding this policy or your order, please contact us:
Email: care@thehouseofnue.com
Phone: +421 948 216 132
NUÉ s.r.o.
Tolstého 5
811 06 Bratislava
Slovakia
We aim to respond to all enquiries within two business days.
This policy does not affect your statutory rights as an EU consumer.