Return Policy

We have a 30-day return policy, which means you have 30 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 in the customer’s own material (COM) can not be returned, exchanged or refunded. Deposits are non-refundable.

 

RETURNS

Goods that have been 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 defined as items that are specially produced based on a customer's choice of finishes as ordered and put into production as per these 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 BECAUSE 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, IT IS IMPERATIVE FOR YOU TO 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

You may return any product to Nue Modern should it be incorrect or the goods do not meet your approval. Any courier damages or incorrect deliveries should be advised by email, together with a clear digital image of the problem, within three days of receiving the goods.

If the goods do not meet your approval, we will offer an exchange (or refund if stock is unavailable). You will need to notify Nue Modern by email within seven days of receiving the goods and return the goods within 14 days of receipt.

The consumer can not exercise the right of withdrawal for the supply of goods made-to-order, custom made or in COM, "Based on a personal choice or clearly personalised" clause 13 of the Consumer Protection (Distance Selling) Regulations 2000 and clause 28(b) of the Consumer Contracts Regulations 2013, for more information contact our customer service. 

Made-to-Order and custom-made items can only be cancelled, modified or returned within seven days of placing the order; after that time, it must be presumed that production has commenced and any cancellation or modification is no longer possible. When ordering a Made-to-Order or custom-made piece of furniture, it is critical that you are certain that the specification you order exactly meets your requirements. Once manufacturing has commenced, it will not be possible to change it. The Made-to-Order or custom-made items with an estimated shipping time of 14 to 18 weeks cannot be cancelled, even if the order is subject to an unforeseen delay.

 

Refund for Made-to-Order items is only possible if your order is not delivered by the 30th calendar week of the date of purchase. Items made in the customer’s own material (COM) are final, and no cancellation, exchange, or refund is possible.

Return costs must be charged to the customer. After the receipt, Nue Modern will examine the goods to verify any damages (substantial integrity is an essential condition for the exercise of the right of withdrawal). For example, suppose the goods have been damaged during the transport. In that case, Nue Modern will inform the customer (within five working days from the receipt of goods) to enable him to make a timely complaint against the carrier of choice and get a refund of the value of the property (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 or theft/loss of goods returned by uninsured shipments. 

UNWANTED ITEMS / INCORRECT ITEMS

If you would like to return a standard product where no finish options have been specified by you, please contact us within 14 calendar days of receiving your order. Items must be returned within 14 days of cancellation in order 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 responsibility of the buyer. Please ensure you keep all the original packaging and carefully repackage the item for transit, as it is also the buyer's responsibility to insure the goods for transit. 

DAMAGED/FAULTY STANDARD GOODS

We work closely with our distribution partners to make sure your merchandise arrives safely. However, damages from shipping and handling may sometimes occur. The process is easy: you send us pictures and a description of the damages within 48 hours 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 due to transport, it is important that you 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 damages to 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 prevents 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. Make sure to 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 either provide you with a new product, a replacement part, offer a blemish discount, or offer 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 in order 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

Should a Made-to-Order item be received damaged or defective, after inspection of the item, it will be repaired locally, or a replacement of the parts will be arranged 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; the courier company/driver must be informed directly upon delivery, and all packaging must be kept as the courier company must view 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 cannot 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 Made-to-Order product is returned by a client, it must be adequately packed in the original packaging 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 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 whereby any item has been modified from its original condition.

If you do not wish to accept our offer to replace or repair the item, then the item must be returned to us for a refund. The cost of the return will be at the client's expense, as we do not collect return items. 

** 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 contact us as soon as possible.

 

REFUNDS

We will notify you once we’ve received and inspected your return and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method, where you paid by debit card or credit card. When the original payment method is by bank deposit, a store credit will be issued as a refund. Please remember it can take time for your bank or credit card company to process and post the refund.