RETURN & REFUND POLICY

Special Notice

For customers who maliciously interpret or abuse the policies, NueShiny reserves the right to mark them as special customers, which may result in order restrictions or other service limitations. We encourage all customers to understand and follow our policies to ensure a smooth shopping experience.

Special Policies

  1. Shipping Insurance and Compensation
    NueShiny provides a shipping insurance service, with each customer entitled to one insurance benefit.
  • If a package is lost or damaged during shipping, customers only need to pay the shipping fee for the replacement order to receive a one-time free replacement (only for the original order).
  • Orders over 69 USD will require both parties to negotiate and decide whether the insurance policy applies, based on the specific situation.
  1. Refund Service Limitations
    As a small business, we only support refund requests that meet the conditions and are not responsible for any delays.
  • We do not support return services.
  • The following items are not eligible for refunds:
    • Custom items (all custom items are 100% handmade, with a production time of 10 to 60 days)
    • Sale items
    • Mystery boxes
    • Carpets
  • In special cases, custom items may be eligible for a refund, but this will be evaluated based on the specific situation.

Refund Policy

  1. Refund Policy Before Shipment

    1.1 Order Cancellation

    • Cancel within 24 hours of purchase: A 15% processing fee will be deducted from the refund.
    • Cancel before shipment: A 15% processing fee will be deducted from the refund.
    • Successful interception after shipment: A 15% processing fee will be deducted from the refund.
    • Interception failed: If the order has already been shipped and cannot be recalled, the order cannot be canceled or refunded.

    1.2 Refund Due to Personal Reasons

    • If the order has not been shipped and the customer requests a refund due to personal reasons (such as disliking the product, incorrect address, impulse purchase, etc.), the refund request can be submitted. A 15% processing fee will be deducted from the refund.
    • The refund request must be submitted within 24 hours of purchase, and the refund will be processed within 7 business days.

    How to submit: Please submit your request to support@nueshiny.com.

  2. Refund Policy After Shipment

    2.1 Refund Due to Personal Reasons

    • If the order has already been shipped, the customer must first negotiate with customer service before submitting the refund request.
    • Successful interception: A 15% processing fee will be deducted from the refund, and the remaining amount will be refunded within 7 business days.
    • Interception failed: If the order has been delivered or completed, the refund request will be denied.

    2.2 Refund Due to Logistics or Shipping Issues

    • Shipping Damage: The customer must provide photos or videos of the damage as evidence. After verification, one of the following actions may be taken:
      • The remaining amount will be refunded after a deduction of 7 USD for shipping.
      • The customer will pay part of the shipping fee and receive a free replacement of the product.
    • Logistics Loss or Theft: If the goods are lost or stolen during shipping, the customer must provide relevant proof and, after confirmation by the shipping carrier, only pay the shipping fee for the replacement order to receive one free replacement. This benefit is limited to one per customer (only for the original order).
    • Note: NueShiny is not responsible for items once they have passed through customs.

    2.3 Incorrect Shipment Handling

    • If an incorrect item is received, please contact us within 7 days and provide the order number and photos of the item.
    • The incorrect item will be gifted to the customer free of charge, and we will send the correct item.

Special Situations and Handling

  1. Package Returned to Local Carrier's Warehouse

    • If the package is returned due to the customer not receiving it or an incorrect address, the customer must pay the shipping fee for a second delivery.
    • If the customer does not wish to have the package redelivered, the order will be considered abandoned, and no refund will be provided.

  2. Unclaimed Packages

    • If a package is transferred to a pickup station and the customer does not collect it within the specified time, and the package is destroyed, NueShiny will not be responsible, and the order amount will not be refunded.
    • The customer may repurchase the item with a 50% special discount.

Kind Reminder
By placing an order, you agree to and accept the above policies. If you have any questions, please contact us at support@nueshiny.com.
Our customer service team will respond to your request within 2-3 business days. Our working hours are Monday to Friday, Pacific Standard Time (PST), from 4:00 AM to 4:00 PM.