Refund Policy

At NuGenea, we do everything we can to ensure you are happy with your purchase, but we know that sometimes a product is just not right. We’ve made our refund policy as easy as possible. For our full refund policy see the customer agreement below.

30 DAY MONEY-BACK GUARANTEE:

We want you to be fully satisfied with every item that you purchase from NuGenea. NuGenea guarantees satisfaction. If you are not satisfied for any reason, you may hereby request a full refund, processed to the original form of payment, as long as your request is within 30 days from the order date. If your order has already been shipped, we will offer a full refund of the purchase price minus a 20% restocking fee. You will be responsible for all shipping charges to return the goods after issuance of the refund or simply return to the sender, if the package is unopened.

If more than 30 days has passed since your order date, or in the event of any other extraordinary circumstances, our customer support team may at its sole discretion work with you to figure out a resolution and explore what options may be available.  

We reserve the right to verify customer information and to deny Guarantee requests in our sole discretion if we determine that a customer is abusing the Guarantee policy or has engaged in fraud.  

Please allow 14 business days for a refund to be issued and credited to your account. If it has been longer than two weeks, please contact us so our customer support team can assist.

CASH REFUNDS:  

No cash refunds will be issued.  

INTERNATIONAL:

We do not issue refunds for purchases outside the US.

EXCHANGES: 

If the customer returns a non-opened product, an exchange will be offered based on the amount paid (as shown on the sales receipt, packing slip or electronic receipt).

No returns or exchanges will be processed or issued without the proper packing slip, hardcopy of the electronic receipt or other verifiable documentation unless verifiable by our internal software system.  

Note: The exchanged product is to be the same retail price as that of the returned product. If the exchanged item is a higher price than the returned item, the customer will then be required to pay the balance due.

CREDIT CARD: 

Credits will be issued to the original charge account when the product is returned within 30 days from the order date as outlined above. Cash refunds will not be given. In the case of a lost, stolen, or closed credit card, the customer must provide a letter (on letterhead) from their credit card company that states the account was closed in good faith.

CHECK REFUNDS: 

If you paid by check, with a valid sales receipt, we will offer a check refund within 15 days after your purchase.

MIS-SHIPS: 

If determined that NuGenea mis-shipped a product, the shipping charge will be refunded if the customer requests a credit refund but not on exchanges.

PAYPAL:

PayPal returns must be mailed back to the Distribution Center address on the packing slip for refund/exchange.

DAMAGED / DEFECTIVE ITEMS:

If you receive a damaged or defective item, contact a Customer Service Representative within 30 days of delivery at info@NuGenea.com. Please supply the Representative with your order number and item number from your original confirmation email. The Representative will also need your email address and phone number.  NuGenea will make every reasonable effort to replace the item in a timely manner. We cover shipping charges if there was damage to the item due to shipping.

RETURNING AN ITEM BY MAIL:

The packing slip in your package will contain detailed instructions for returning an item. Here are the basic steps:

Please refer to your packing slip for return information.
Pack the item securely in the original package, if possible.
Enclose the bottom portion of the original packing list with the item. Be sure to keep the top portion of the packing list for your records. If you cannot send your packing list, please include your order number, billing name, and address with the item.
All products must be returned, unused or used, in good condition, in original boxes (whenever possible) & with all paperwork and accessories to ensure full credit.
All return shipping charges must be prepaid. We cannot accept C.O.D. deliveries.
For your protection, we recommend that you use UPS or Insured Parcel Post for your return. Unless your packing slip directs you to ship an item to a different address (and if so, follow such directions), ship the return package to:  1749 Victorian Avenue #C-350, Sparks, Nevada 89431
Keep the Return Tracking Number from the package you are returning to ensure that the package is returned to the warehouse.