Política de reembolso

A legal disclaimer

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

Your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging to be eligible for a return. You'll also need the receipt or proof of purchase.

To start a return, you can contact us. If your return is accepted, we'll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Non-Returnable & Non-Exchangeable

Made-to-order items, custom-made items, or items made from the customer's own material (COM) cannot be returned, exchanged, or refunded. Deposits are non-refundable.

RETURNS

Goods specially Made-to-Order in a specific finish or upholstery colour, as per the customer's specifications, cannot be returned. This is in accordance with clause 13 of the Consumer Protection (Distance Selling) Regulations 2000 and clause 28(b) of the Consumer Contracts Regulations 2013. 'Made-to-Order' items are specially produced based on a customer's chosen finishes and manufactured to those specifications. All 'Made-to-Order' items are clearly labelled as such on the corresponding product page. If your order is received damaged or defective, then a replacement will be manufactured and delivered as soon as possible.

PLEASE ONLY PLACE YOUR ORDER IF YOU ARE SURE THAT THE ITEM AND FINISH ARE RIGHT FOR YOUR NEEDS, AS YOU WILL NOT BE ABLE TO CHANGE THE ORDER AFTER THE ITEM HAS BEEN ENTERED INTO PRODUCTION OR IF IT IS DIFFERENT TO WHAT YOU EXPECTED. THE FOLLOWING DELIVERY UNLESS, OF COURSE, WE HAVE NOT SUPPLIED THE CORRECT ITEM OR SPECIFICATION AS PER THE ORDER CONFIRMATION. ALSO, YOU MUST CHECK ACCESS TO YOUR PROPERTY AS DELIVERY WILL BE ACTIONED ON THE BASIS THAT YOU HAVE CHECKED THE DIMENSIONS OF THE ITEM YOU WISH TO ORDER AND THAT IT FITS THROUGH ALL DOORWAYS, STAIRWELLS AND WITHIN THE AREA OF THE INTENDED USE. NUE MODERN IS NOT RESPONSIBLE FOR THIS STIPULATION WITHIN YOUR ORDER PROCESS.

RIGHT OF WITHDRAWAL

Consumers have the right to return the order within 14 days of receipt. The right applies only if the product and its original packaging can be returned in the same condition as when received.

Any courier-related damage or incorrect deliveries should be reported by email, along with a clear digital image of the issue, within three days of receiving the goods.

Return costs must be charged to the customer. After receipt, Nue Modern will examine the goods to verify any damage (substantial integrity is an essential condition for the exercise of the right of withdrawal). For example, suppose the goods have been damaged during transport. In that case, Nue Modern will inform the customer (within five working days of receipt of the goods) to enable him to file a timely complaint with the carrier of his choice and obtain a refund of the item's value (if insured). In this case, the product will be made available to the customer for return, simultaneously cancelling the withdrawal request.

Nue Modern is not responsible in any way for damage, theft, or theft/loss of goods returned by uninsured shipments.

The consumer cannot exercise the right of withdrawal for goods supplied made-to-order, custom-made, or in COM, "Based on a personal choice or personalised" (art. 55 Legislative Decree 09/06/2005 n. 206). For more information, contact our customer service.

CANCELLATION

You can cancel or modify made-to-order and custom-made items only within seven days of placing the order; after that, production is presumed to have begun, and cancellation or modification is no longer possible. When ordering a Made-to-Order or custom-made piece of furniture, you must be certain the specifications you order exactly meet your requirements. Once manufacturing has begun, you cannot change it. You cannot cancel made-to-order or custom-made items, even if the order is subject to an unforeseen delay.

Cancellation and refund of made-to-order and custom-made items is only possible if your order is not delivered before the 30th calendar week. Items made from the customer's own material (COM) are final; no cancellations, exchanges, or refunds are possible.

UNWANTED ITEMS

If you would like to return an item for which you have not specified a finish option, please get in touch with us within 14 calendar days of receiving your order. Items must be returned within 14 days of cancellation to receive a refund. Unwanted items returned will incur a 20% restocking fee.

Nue Modern is not responsible for any item that is not returned in the manner set forth below.

The product you return must be in new, unused condition with all the original packaging and product tags still attached. New and unused means that there are no marks on the item or signs of any wear. We will not accept any item with any indication that it was used. In such cases, the item will be returned to the purchaser. The cost of returning any unwanted products will be the buyer's responsibility. Please keep all original packaging and carefully repackage the item for transit, as the buyer is also responsible for insuring the goods in transit.

DAMAGED/FAULTY STANDARD GOODS

We work closely with our distribution partners to make sure your merchandise arrives safely. However, shipping and handling damage may occur. The process is easy: you send us pictures and a description of the damage within 3 working days of receiving the item. To help us protect you and your merchandise and enable us to make a claim on your behalf if items are lost or arrive damaged in transit, you must inspect all merchandise carefully upon delivery before signing the "Proof of Delivery" receipt. If you cannot inspect your merchandise upon delivery for any reason (e.g., you cannot fully unwrap the merchandise or do not immediately see any damage to the merchandise or packaging), please declare the merchandise as damaged on the Proof of Delivery before you sign. Signing a Proof of Delivery receipt without indicating any damages will free the transporter of all responsibility regarding loss or damage to your goods and prevent us from filing damage claims on your behalf.

Once you have signed for a shipment, any damage that occurs from that point cannot be classified as transit damage and therefore does not qualify for a damage claim to replace the product. Please keep all original packaging and inserts. Damaged products can only be resolved with replacement unless otherwise advised by our team.

Actual photos of damage must be emailed immediately after receipt of the order.

** Please remember to retain the original packaging! If the item is damaged, the packaging is considered evidence in a claim.

As a resolution, we will provide you with a new product, a replacement part, a blemish discount, or local repair reimbursement at our discretion. If you do not wish to accept any of our solutions to the case, you will be responsible for returning the item(s) to us to receive your refund.

*Nue Modern reserves the right to request the return of the defective unit before sending a replacement. The defective unit must be properly packaged.

DAMAGED/FAULTY MADE-TO-ORDER ITEM

If a Made-to-Order item is received damaged or defective, we will repair it locally upon inspection, or replace the parts at no cost to the client. However, this is dependent on the client taking the following action:

On receipt of the goods, inspect the packaging before opening it and photograph any external damage. You must inform the courier company/driver directly upon delivery and keep all packaging, as the courier company must inspect the contents for any claim to be accepted. Failure to do so will be taken as acceptance by you that all goods were received in perfect condition and no claim can be made for a repair or replacement.

Unpack and inspect your purchases immediately upon receipt, as no claim for replacement due to delivery damage or defect can be made after three days.
Any claim regarding a damaged or defective item must be made at once by email with photographic evidence.
Whenever a client returns a Made-to-Order or Custom Made product, it must be adequately packed in the original packaging (when possible) to prevent further damage.

Actual photos of damage must be emailed immediately after receipt of the order.

Due to the logistics involved, reported problems from EU countries will be dealt with through financial reimbursement. We do not collect any returned items. We either a) send replacement parts or b) pay compensation for items damaged or missing. Warranty is void in all cases where any item has been modified from its original condition.

If you do not wish to accept our offer to replace or repair the item, it must be returned to the manufacturer for a refund. Return shipping is at the client's expense.

** Please remember to retain the original packaging! If the item is damaged, the packaging is considered evidence in a claim.

In the event of a problem, please get in touch with us as soon as possible.

REFUNDS

We will notify you once we've received and inspected your return and let you know whether the refund has been approved. If approved, standard items will be refunded to the original payment method (debit or credit card), and made-to-order items will be refunded as store credit. When the original payment method is a bank deposit, store credit will be issued as a refund. Please note that your original delivery charges will not be refunded unless the goods are being returned due to fault or damage.