Returns and Refunds Policy

Returns and Refunds

At NUA, we value our customers' trust. If your order does not meet your expectations, we offer this returns and refunds policy, in accordance with Portuguese consumer protection law.

1. Right of Free Resolution
Under Decree-Law No. 24/2014, the consumer may terminate the contract (return the product/service) free of charge and without needing to provide justification, within a standard period of 14 days after receiving the products.
For a return to be accepted, the following is required:
• The product must be in perfect condition, showing no signs of misuse, and with the original packaging intact and sealed.
• The product does not belong to the category of goods excluded from the right of withdrawal (see item 6)
Note: Return shipping costs are the responsibility of the customer, except in cases of NUA error or defective product.

2. How to return a product
To initiate a return process, the customer must contact our customer support via email at info@nua.pt, indicating:
• Order number
• Full name
Reason for return (optional)
• Product photographs (where applicable)
After analysis, return instructions will be provided. The product must be returned within a maximum of 14 days after notification.

3. Uncollected orders
If the order is not picked up at the collection point or is refused upon delivery and returned to us, reshipment will only be carried out upon prior payment of the new shipping costs.
If the customer chooses a refund instead of reshipment, the amount paid for the product(s) will be refunded, deducting the shipping costs initially incurred by NUA.

4. Damaged or missing products
Upon receipt, the customer must check the condition of the packaging, confirm the contents, and compare them with the order slip.
If you identify any damage to the packaging or missing products, you must inform NUA within a maximum of 48 hours, sending details and, whenever possible, photographs of the packaging and contents.
You may be asked to submit a signed formal declaration for validation purposes with the carrier.
Communication should be done via email to info@nua.pt.
Important note:
• Sending a new product: In case of confirmed damage or shipping defects, a new product will be sent at no additional cost.
• No refunds: We do not offer refunds for damage or loss during shipping without proper verification.
• Refusal at the time of delivery: If the packaging shows obvious signs of damage, we recommend that the customer refuse the order upon delivery and inform us immediately.

5. Exclusions from the Right of Return
Returns are not accepted in the following cases:
• Products for intimate use or personal hygiene after the seal has been broken (e.g., vibrators, dildos, lingerie, or other sex toys)
• Customized or custom-made products
• Products showing signs of use, washing, or poor storage.

6. Applicable Legislation
This policy complies with:
• Decree-Law No. 24/2014 – contracts concluded remotely
• Decree-Law No. 84/2021 – sale of consumer goods and warranties
• Portuguese Civil Code
• European Consumer Protection Regulations

7. Contact
If you have any questions or concerns regarding returns, you can contact us through:
Email: info@nua.pt
Mobile phone: 918082919
P.O. Box: