Returns & Refunds Policy

Last updated: October 2026

At Nuashape, we want you to feel confident in your purchase. This policy explains our 100-day returns, free size exchange and lifetime warranty for structural manufacturing defects. These benefits are additional to your statutory consumer rights.

1. Seller & Contact

MEDILUME GROUP LLC, operating as Nuashape
4539 22nd St Ste N
Phoenix, AZ 85016
United States

Email: support@nuashape.com
Response time: within 2 business days.

This is our registered business address, not the return address. Contact us for the correct return address and shipping instructions.

2. Returns within 100 Days

You may request a return within 100 calendar days of delivery. Nuashape covers return shipping arranged through our support team, with no handling or restocking fee for eligible returns.

This is a return window, not a 100-day wear trial. For returns under our voluntary policy after any applicable statutory withdrawal period, leggings must be unused beyond a careful try-on, unwashed, clean and free from customer-caused damage or excessive soiling.

Please include original packaging and supplied accessories where possible. Provide your order number or another valid proof of purchase. These conditions do not restrict your rights concerning defective or non-conforming products.

3. Trying On, Hygiene & Product Condition

You may carefully try on the garment to assess its size and fit. Skin contact alone does not automatically make a garment non-returnable.

Where a statutory withdrawal right applies, handling beyond what is necessary to inspect the goods may result in a lawful deduction for actual diminished value, rather than automatic refusal of a return. Original packaging is not a mandatory condition for exercising that right.

A hygiene exclusion applies only where permitted by applicable law, including where goods genuinely unsuitable for return for health or hygiene reasons were supplied sealed, that seal was broken after delivery, and the exclusion was properly disclosed before purchase. We do not apply a blanket hygiene exclusion to all leggings.

4. Returns Address & How to Request a Return

Email support@nuashape.com with your name and order number or another valid proof of purchase. Providing a reason for your return is optional.

Within 2 business days, we will provide the physical return shipping address and instructions for arranging your free return shipping, subject to the return conditions in this policy.

Please do not send returns to our registered business address. Pack the garment securely, follow the supplied shipping instructions and retain your tracking receipt or proof of dispatch.

Once the returned garment is received, we will inspect it and confirm your refund in accordance with Section 5.

Contacting us for shipping instructions helps us arrange shipping and identify your return. It is not a condition for exercising your statutory right of withdrawal. You may exercise that right by communicating any unequivocal statement of your decision to withdraw within the applicable period.

5. Refunds

For eligible returns under our voluntary 100-day policy, we process refunds within 5 business days of receiving and inspecting the returned goods. Your bank or payment provider may take an additional 3–5 business days to display the credit.

Refunds go to the original payment method. Store credit or another method is offered only with your express agreement; it is never a mandatory replacement for a refund.

We refund the amount paid for the returned items. Original outbound shipping charges are not refunded for voluntary change-of-mind returns unless required by law or expressly agreed. Statutory withdrawal refunds are handled as described below.

6. Statutory Withdrawal Rights

Where EU distance-selling withdrawal rights apply, you generally have 14 calendar days from delivery to notify us that you wish to withdraw, without giving a reason. You may notify us by email or another unequivocal statement. For an order delivered in separate shipments, the applicable legal rules determine when this period begins.

Unless we offer to collect the goods, return them without undue delay and within 14 calendar days after notifying us. Keeping proof of dispatch is recommended. Nuashape covers return shipping arranged through our support team.

We refund payments due under the withdrawal right, including standard outbound delivery charges where applicable, without undue delay and within 14 calendar days of receiving your notice. Premium delivery surcharges above standard delivery are not refundable. Unless we offer collection, we may withhold the refund until we receive the goods or evidence that they were sent back, whichever occurs first.

These provisions do not restrict more favourable rights under applicable national law. Our additional 100-day return window does not replace statutory rights.

7. One Free Size Exchange

We offer one free size exchange per order, requested within 100 calendar days of delivery, for a different size of the same model and color, subject to availability.

For this voluntary exchange, the garment must be unused beyond a careful try-on, unwashed, clean and free from customer-caused damage. Include packaging and accessories where possible, and provide proof of purchase.

Contact support@nuashape.com before sending the garment back. Nuashape covers both return shipping and shipping of the replacement size for the first exchange, with no handling fee.

If the requested size is unavailable, we will discuss alternatives. You may request an eligible return and refund instead; store credit requires your agreement. Any charges for subsequent voluntary size exchanges will be disclosed and agreed in advance. Statutory rights remain unaffected.

8. Damaged, Defective or Incorrect Items

If an item arrives damaged, defective or incorrect, contact support@nuashape.com as soon as possible with your order number and a description. Photos of the item and packaging, where available, help us resolve the issue.

Nuashape covers necessary return and replacement shipping for confirmed defects or fulfillment errors. We will arrange an appropriate replacement or refund, subject to your applicable statutory rights. Contact us before sending the item back so we can arrange shipping or confirm whether a return is necessary.

The 100-day return window and change-of-mind condition requirements do not limit claims for defective or non-conforming goods.

9. Lifetime Warranty — Structural Manufacturing Defects

This commercial warranty is provided by MEDILUME GROUP LLC, operating as Nuashape, at the address in Section 1, for products purchased directly from Nuashape.

“Lifetime” means the product’s useful life under normal use and proper care, not the purchaser’s lifetime. This warranty covers structural manufacturing defects, including:

• Seams opening or giving way due to a manufacturing defect.
• Material defects causing tears, breakage or deformation.
• Manufacturing defects in elastic or other structural components.

It does not cover ordinary wear, accidental snags or tears, misuse, alterations, or washing contrary to the care instructions, unless the issue results from a covered manufacturing defect. This is not unlimited coverage for every tear or damage.

To make a claim, email support@nuashape.com with proof of purchase, a description and photos where available. We may request further information or arrange a return for assessment. We aim to communicate the outcome within 14 business days after receiving the information or item needed for assessment.

For a covered claim, we provide a free replacement and cover necessary shipping. If the original product is unavailable, we will agree on an equivalent replacement or another appropriate remedy with you. Store credit requires your express agreement.

This commercial warranty does not replace or restrict statutory guarantees or more favourable promises applicable to your purchase. Where EU consumer law applies, the statutory legal guarantee for non-conforming goods is at least two years from delivery, subject to applicable law; longer national protections remain unaffected.

10. Order Changes & Cancellations

You may cancel your order before it has been dispatched. Email support@nuashape.com with your order number as soon as possible. Email is our preferred contact method for tracking and handling requests.

If your order has not been dispatched when we receive your cancellation request, we will cancel it. Processing an order or generating a tracking number does not, by itself, mean the order has been dispatched.

Refund in Case of Cancellation

For orders cancelled before dispatch, we issue a full refund to your original payment method within 5 business days of receiving your cancellation request, with no cancellation fees. Another refund method will be used only with your express agreement. Your bank or payment provider may take an additional 3–5 business days to display the credit.

If your order has already been dispatched, we may be unable to stop delivery. You may still request a return under our 100-day return policy or exercise any applicable statutory withdrawal rights.

Order Changes

If you need to change an order, contact us as soon as possible. Changes depend on fulfillment status and product availability. We will confirm whether the requested change can be made and obtain your agreement to any price difference before proceeding. If a change is not possible and the order has not been dispatched, you may cancel it as described above.

Relationship with Statutory Withdrawal Rights

This cancellation procedure does not replace or restrict your statutory rights. You may exercise an applicable statutory withdrawal right by communicating any unequivocal statement of your decision to withdraw; email is preferred but is not the only permitted method.

For cancellations that constitute an exercise of statutory withdrawal rights, the refund deadlines and conditions in Section 6, “Statutory Withdrawal Rights,” apply. Our additional 100-day return window does not replace those rights.

11. Split Shipments, Delays & Delivery Disputes

Items may arrive in separate packages. If only part of an order arrives, allow up to 5 business days for the remainder before contacting us, unless tracking indicates a problem. This suggested investigation period does not extend an agreed delivery deadline or restrict statutory remedies.

If tracking says delivered but you cannot locate the parcel, check with neighbours, building reception and the carrier, then contact us promptly. We will assist in investigating. A carrier scan alone does not automatically resolve a delivery dispute or extinguish your rights; reporting later than 7 days does not automatically bar a claim.

For lost shipments, delays or missed delivery deadlines, contact support@nuashape.com. Remedies will be handled under our Shipping Policy and applicable law, without requiring you to waive statutory rights while a carrier investigation is pending.

12. Refused or Undeliverable Packages

If an order cannot be delivered because of an incorrect address, refusal or failure to collect, contact us so we can assess return, refund or reshipping options.

Any proposed voluntary reshipping charge will be disclosed and agreed before reshipping. We do not automatically impose a handling penalty or limit refunds to a fixed percentage solely because a parcel was refused or disposed of. Any lawful deductions depend on the circumstances and applicable rights.

Refusing a parcel is not always sufficient notice of withdrawal. Please also contact us with a clear statement of your request.

13. Exclusions & Statutory Rights

Our voluntary change-of-mind return policy does not cover requests after 100 days or garments worn beyond careful try-on, washed, intentionally damaged or excessively soiled. This does not remove statutory rights for defective or non-conforming goods or any applicable withdrawal right.

Nothing in this policy excludes liability or consumer rights that cannot lawfully be excluded. If a mandatory rule provides greater protection, that rule applies.

Questions? Contact support@nuashape.com. We respond within 2 business days.