Returns, Exchanges and Refund Policy

Returns, Exchanges & Refund Policy

At NUUN, we are committed to ensuring you receive your order in excellent condition. If you experience any issues with your purchase, please review our policy below.

1. Reporting Defective, Damaged or Incorrect Items

Please inspect your order upon delivery.

If you receive an item that is defective, damaged, or incorrect, you must notify us within 5 working days from the delivery date by emailing admin@shopnuun.com or sending us a direct message on Instagram at @nuun.sg.

Your request should include:

  • Your order number or proof of purchase.
  • A description of the issue.
  • Clear photos and/or videos showing the defect, damage, or incorrect item.

Requests made after 5 working days may not be eligible for exchange or refund.

2. Defective or Damaged Items

Once your request has been reviewed and approved, NUUN will arrange for the item to be collected for inspection.

If the item is confirmed to be defective or damaged due to manufacturing or fulfilment, we will:

  • Exchange it for the same item (subject to availability); or
  • Provide a similar replacement of equal value if the original item is unavailable.

If a replacement cannot reasonably be provided, NUUN may, at its sole discretion, offer a refund.

3. Size Exchanges

We understand that sizing may vary.

Customers are entitled to one (1) size exchange per item, subject to the following conditions:

  • The requested size must be available.
  • The exchange request must be submitted within 5 working days from the delivery date.
  • A collection and delivery fee of SGD $5 applies for each approved size exchange and must be paid before the exchange is arranged.
  • Exchanges are limited to a change of size only. Exchanges for another design, colour, or product are not permitted.

If your requested size is unavailable, we will contact you to discuss available options.

4. Eligibility for Exchanges

To qualify for an exchange, all items must:

  • Be unworn and unused.
  • Be unwashed.
  • Have all original tags attached.
  • Be returned in their original packaging where reasonably possible.
  • Be free from stains, makeup, perfume, deodorant marks, pet hair, odours, alterations, or any signs of wear.

NUUN reserves the right to reject any exchange if the returned item does not meet these conditions.

5. Non-Exchangeable & Non-Refundable Items

The following items are not eligible for exchange, return, or refund unless they are confirmed to be defective:

  • Sale items.
  • Clearance items.
  • Custom-made or personalised products.
  • Special order items.
  • Gift cards.

6. Colour & Product Variations

We make every effort to display our products as accurately as possible.

However:

  • Colours may vary slightly due to photography, lighting conditions, or differences in screen displays.
  • Minor variations in beadwork, embroidery, embellishments, fabric texture, or stitching are part of the handcrafted nature of certain products.
  • Measurements may vary by approximately ±1–2 cm due to the manufacturing process.

These variations are not considered defects.

7. Refunds

NUUN generally does not provide refunds for change of mind or incorrect size selection.

Refunds are only considered in exceptional circumstances where:

  • A replacement cannot be provided; or
  • NUUN determines that a refund is appropriate.

Where a refund is approved:

  • The returned item must first be received and inspected.
  • Refunds will be processed via PayNow within 10 business days after approval.

8. Shipping & Courier

Once an order has been handed over to our courier partner, delivery times are subject to the courier’s operations.

NUUN is not responsible for delays, failed delivery attempts, or lost parcels caused by the courier. However, we will reasonably assist customers in communicating with the courier where necessary.

9. Right to Reject Requests

NUUN reserves the right to reject any exchange or refund request where:

  • The request falls outside the stated timeframes.
  • The returned item does not satisfy the eligibility conditions.
  • The item shows signs of wear, misuse, alteration, or damage not caused by manufacturing defects.
  • The request does not comply with this policy.

10. Contact Us

If you require assistance, please contact us:

Email: admin@shopnuun.com

Instagram: @nuun.sg

We aim to respond to all enquiries within 2–3 business days.

11. Policy Updates

NUUN reserves the right to amend or update this Returns, Exchanges & Refund Policy at any time without prior notice. The version published on our website at the time of purchase shall apply to your order.