Thank you for choosing NU LIFE NZ LIMITED (hereinafter referred to as "we"). To protect your legal rights and interests, we have formulated the following return and exchange policy, which is applicable to products purchased through the official website uulifestrade.com and other authorized channels. Please read carefully before purchasing. If you have any questions, you can contact the customer service team for consultation.
1. Applicable conditions for return and exchange
Return and exchange period: You can apply for return and exchange within 14 days from the date you receive the product (based on the logistics receipt time).
Product requirements:
The product must be kept in a new and unused state, not washed, cut, damaged, and the tag and packaging are intact;
If the product has quality problems (such as damaged fabrics, sewing defects, inconsistent sizes, etc.), it is not subject to the above conditions, but clear problem photos/videos must be provided as proof.
2. Return and exchange process
Application submission:
Log in to the official website account, enter "My Order" to select the corresponding product, submit a return and exchange application and indicate the reason;
Or contact us through the customer service email or customer service phone, provide the order number, product photos and problem description.
Review confirmation:
We will review the application within 3 working days after receiving it, and will send the return address and instructions after the review is passed.
Return of goods:
Please send the goods and original packaging, accessories (such as tags, gifts, etc.) to the designated address within 14 days after the review is passed. The return shipping fee:
For returns and exchanges due to product quality problems, the shipping fee will be borne by us (please choose ordinary logistics and reimburse with the shipping voucher);
For returns and exchanges due to personal reasons (such as inappropriate size, dislike of style, etc.), the shipping fee will be borne by you.
Processing completed:
After we receive the returned goods, we will check the status of the goods within 5 working days:
For eligible returns, refunds will be made according to the original payment method (the refund arrival time is subject to the bank/payment platform rules);
For eligible exchanges, the replaced goods will be sent to you as soon as possible (if out of stock, you can negotiate to replace other styles or choose a refund).
3. Refund Instructions
The refund amount is based on the actual amount you paid, excluding the shipping cost of the original order (except for quality issues);
If you have received a gift, you must send it back when returning the goods, otherwise the value of the gift will be deducted from the refund.
4. Handling of special situations
Logistics issues: If the goods are damaged or lost during transportation, you must check and refuse to sign on the spot when signing for them, and contact customer service at the same time. We will assist you in claiming compensation from the logistics company or re-shipping;
Wrong delivery/missing delivery: If the goods received do not match the order or are missing, please contact customer service and provide a screenshot of the order and photos of the goods. We will re-send or arrange a return and refund for you free of charge;
Cross-border orders within the EU: Returns and exchanges between EU member states are carried out in accordance with the above process, and cross-border shipping costs are handled in accordance with the "II, 3" clauses.
5. Disclaimer
We will try our best to coordinate and resolve the delay in return and exchange due to force majeure (such as natural disasters, logistics interruptions, etc.), but we will not bear additional compensation liability;
If the goods cannot be delivered or returned due to the wrong address or invalid contact information you provided, the relevant losses shall be borne by you.