Refund policy

Returns & Exchanges Guidelines

Thank you for choosing Nuance.

We hope your experience with us has been as exceptional as our garments. If for any reason your purchase does not meet your expectations, you have 14 days from delivery to submit a return.

To process your return, please use the same carrier and instructions included with your order. Return shipping is completely free and we do not charge any restocking fees.

If you wish to make an exchange, we invite you to review the detailed information below.

Returns with DHL or UPS

  1. Step 1

    Use the enclosed returns and exchanges form and indicate which item(s) you wish to return and the reason, or the size you wish to exchange for.

  2. Step 2

    Please place the form along with the items you wish to return inside the original packaging.

Return conditions

  • Items must be returned in the same condition in which they were delivered: unworn, unwashed, unaltered, and with all original tags still attached.
  • It is important to include all boxes, protective covers and any other elements that accompanied the product at the time of purchase.
  • Each order includes a single prepaid return label, so items must be sent using the original packaging. Return shipping is free.
  • We do not charge any restocking fees.
  • Returns must be processed exclusively through the same logistics carrier that made the delivery (DHL or UPS).
  • Only returns made from the original destination country of the order are accepted. For example, if the shipment was to Germany, the return must be made from that same country. Otherwise, transport and import costs will be borne by the customer.
  • Returns of personalised products are not accepted.
  • Refunds will be issued using the same payment method used for the purchase. Alternatively, store credit for the corresponding amount may be requested, valid for future purchases at Nuance.
  • Original shipping costs and handling and insurance fees will not be refunded.
  • If you received your order in multiple packages, each one must be returned in its original packaging, using a separate label per package.

We have a 14-day return policy, meaning you have 14 days after receiving your item to request a return.

The item must be in the same condition that you received it, unworn, with tags, and in its original packaging in order for the return to be accepted. You will also need the receipt or proof of purchase.

To start a return, you can contact us at info@nuance-store.com. Please note that returns will need to be sent to the following address: Calle Zamora 123, Nave A, Ogíjares, Granada.

If your return is accepted, we will send you a return shipping label along with instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

For any questions about returns, you can contact us at info@nuance-store.com.


Damages and issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you received the wrong item, so that we can assess the problem and resolve it.


Exceptions / non-returnable items
Certain types of items cannot be returned, such as perishable goods (such as food, flowers or plants), custom products (such as special orders or personalised items) and personal care items (such as beauty products). We also do not accept returns of hazardous materials, flammable liquids or gases. If you have any questions or concerns about a specific item, please contact us.

Unfortunately, we cannot accept returns on sale items or gift cards.


Exchanges
The fastest way to ensure you get what you want is to return the item you have and, once the return is accepted, make a separate purchase for the new item.


European Union 14-day cooling-off period
Notwithstanding the above, if goods are shipped within the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. As in the case above, the item must be in the same condition that you received it, unworn, with tags, and in its original packaging. You will also need the receipt or proof of purchase.


Refunds
We will notify you once we have received and inspected your return, and let you know whether the refund has been approved or not. If approved, you will be automatically refunded to your original payment method within 10 business days. Please note that your bank or credit card issuer may take some time to process and post the refund.
If more than 15 business days have passed since we approved your return, please contact us at info@nuance-store.com.