Last updated: 19 July 2026
This return and refund policy applies to purchases made on the website nubelia.lu.
1. Right of Withdrawal
In accordance with the legislation applicable to distance contracts, consumer customers have a period of 14 calendar days to exercise their right of withdrawal, without having to provide a reason for their decision.
This period begins on the day when the customer, or a person designated by them other than the carrier, takes physical possession of the order.
In the case of an order containing several products delivered separately, the withdrawal period begins upon receipt of the last product.
2. Return Request Procedure
To request a return, the customer must send an email to the following address:
The email must contain the following information:
- the customer’s first and last name;
- the order number;
- the products concerned by the return;
- the date the order was received;
- the reason for the return, should the customer wish to provide it.
For a defective, damaged, or incorrect product, the customer is requested to attach photographs of the product, its packaging, and, where applicable, the shipping label.
After receiving the request, we will review the information provided and send the customer an email confirming that the request is being processed, together with the instructions required to return the product.
3. Return Arrangements
The customer is asked to wait for our instructions before shipping the product so that the return can be properly identified and arranged.
In most cases, we will arrange for the parcel to be collected from the address provided by the customer. A transport company will collect the parcel on the agreed date.
The customer must:
- carefully package the products;
- include all accessories and components received;
- properly seal the package;
- adequately protect the products to prevent any damage during transport;
- be present at the agreed address and time for collection.
When collection by a transport company is not possible, we will provide the customer with the return address and shipping instructions.
After communicating their decision to withdraw, the customer has a maximum of 14 days to return the products or make them available for collection.
Waiting for our instructions does not affect the customer’s statutory right of withdrawal, provided that the customer has informed us of their decision within the legal 14-day period.
4. Condition of Returned Products
The products must be returned:
- complete;
- properly packaged;
- with any accessories included;
- with their original instructions and components, where possible;
- in a condition that allows them to be inspected and, where applicable, resold.
The customer may handle the product only to the extent necessary to verify its nature, characteristics, and proper functioning.
The refund may be reduced if the product has been used, damaged, or handled beyond what is necessary to examine it.
The customer is responsible for any loss in value of the product resulting from handling beyond what is necessary to establish its nature, characteristics, and proper functioning.
5. Return Shipping Costs
Unless otherwise indicated by us, the direct costs of returning products due to a change of mind or the exercise of the right of withdrawal are borne by the customer.
When we arrange collection by a transport company, the estimated return shipping costs will be communicated to the customer before the collection is confirmed.
These costs may be:
- paid directly by the customer;
- or deducted from the total refund amount.
The return shipping costs are covered by the seller when:
- the product is defective;
- the product was damaged during delivery;
- the product received does not match the order;
- an error in the preparation of the order is attributable to us;
- we have expressly agreed to cover these costs.
If the customer is absent at the agreed collection time, provides an incorrect address, or the package is not ready to be handed over to the carrier, any costs related to a new collection attempt may be charged to the customer or deducted from the refund.
6. Refund
In the event of a valid withdrawal, we will refund the amounts received for the returned products, together with the standard delivery charges initially paid by the customer.
Any additional costs resulting from the customer choosing a delivery method that is more expensive than the standard delivery option offered at the time of ordering will not be refunded.
The refund will be issued no later than 14 days from the date on which we are informed of the customer’s decision to withdraw.
However, we may withhold the refund until we have recovered the products or received proof that they have been shipped, whichever occurs first.
The refund will be issued using the same payment method used for the order, unless expressly agreed otherwise with the customer.
No additional fees will be charged to the customer for the refund.
No additional fees will be charged to the customer for the refund.
7. Products Excluded from the Right of Withdrawal
The right of withdrawal does not apply, in particular, to:
- products made to the customer’s specifications;
- clearly personalised products;
- products made to measure;
- products which, after delivery, have been inseparably mixed with other goods;
- other products excluded from the right of withdrawal under applicable law.
When a product is personalised, made to measure, or excluded from the right of withdrawal, the customer will be informed before confirming the order.
8. Defective, Damaged, or Incorrect Products
The customer must check the condition of their order upon receipt.
When a product is delivered damaged, defective, or does not match the order, the customer must contact us as soon as possible at the following address:
To facilitate the processing of the request, the customer is asked to provide:
- their first and last name;
- their order number;
- a detailed description of the problem;
- photographs of the product;
- photographs of the packaging;
- photographs of the shipping label, if necessary.
After reviewing the request, we will offer, depending on the circumstances and in accordance with applicable legal provisions:
- repair of the product;
- replacement of the product;
- a price reduction;
- or a refund.
The return shipping costs for a product confirmed to be defective, damaged, or incorrect will be covered by the seller.
The customer must not dispose of, repair, modify, or return the product before receiving our instructions, unless this is necessary to prevent a risk or further damage.
9. Legal Guarantee of Conformity
Products sold to consumers are covered by a 2-year legal guarantee of conformity, starting from the date of delivery of the product.
This guarantee applies in particular when the product:
- does not match the description provided;
- does not have the qualities advertised;
- is not suitable for the purpose normally expected of a similar product;
- has a manufacturing defect;
- has a lack of conformity that existed at the time of delivery.
The legal guarantee applies independently of any commercial guarantee.
It does not cover damage resulting, in particular, from:
- incorrect use or use contrary to the instructions;
- an accident, impact, or fall;
- normal wear and tear;
- improper maintenance;
- improper installation or assembly that does not comply with the instructions;
- modification or repair carried out by the customer or by an unauthorised third party;
- damage caused after delivery by improper handling.
10. Refused or Uncollected Orders
When a package is returned due to:
- an incorrect or incomplete address provided by the customer;
- an unjustified refusal of the package;
- the customer’s absence at the time of delivery;
- the customer’s failure to collect the package within the time limit set by the carrier;
The costs associated with returning the package and any subsequent reshipment may be deducted from the refund or charged to the customer.
In the event of reshipment, it may be carried out after the new delivery costs have been paid.
This provision does not limit the consumer’s statutory rights.
11. Cancellation Before Shipment
The customer may request cancellation of their order before it is shipped by contacting us at the following address:
If the order has not yet been prepared or shipped, we will do our best to cancel it and issue a refund.
If the order has already been shipped, the customer must follow the return procedure set out in this policy.
12. Contact
For any questions regarding a return, refund, cancellation, or defective product, you can contact us:
Email: info@nubelia.lu
Telephone: +33 7 61 55 64 78
Website: nubelia.lu