Returns

At Nueve, we want you to love your purchase. If you are not completely satisfied with your order, we are here to help make it right. Please review our policy below for returns and exchanges.

1. Return Window

We accept returns and exchanges within 30 days of your delivery date.

Items must be returned or exchanged within this timeframe to be eligible for a refund or store credit.

2. Eligibility Criteria

To be eligible for a return or exchange, your item must meet the following conditions:

Items must be unused, unopened, and in their original packaging.

Due to the personal care nature of beauty and skincare products, we cannot accept returns on items that have been opened, sampled, or altered for hygiene and safety reasons.

Gift cards and promotional items marked as "Final Sale" are non-refundable.

3. Return Shipping & Fees

Standard Returns: Customers are responsible for return shipping costs. We recommend using a trackable shipping service, as we cannot guarantee that we will receive your returned item.

Damaged or Incorrect Items: If you received a damaged, defective, or incorrect product, please contact us immediately at nueveofficialus@gmail.com with your order number and a photo of the product. We will gladly send a replacement or issue a full refund at no extra cost to you.

4. How to Initiate a Return or Exchange

  1. Email our support team at nueveofficialus@gmail.com with your Order Number and the reason for your return.
  2. Our team will review your request within 24–48 hours and provide you with the return shipping address and instructions.
  3. Package your items securely and ship them back to the provided address.

5. Refunds & Processing Time

  • Once your return is received and inspected, we will send you an email notifying you that we have received your item and whether your refund has been approved.
  • If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 5–7 business days (processing times may vary depending on your bank).
  • Original shipping fees are non-refundable.

Need Help?

If you have any questions about our policy or need assistance with an order, please don't hesitate to reach out to us at nueveofficialus@gmail.com. We're always happy to help!