Refund policy
Return & Refund Policy – Nue Labs
Last Updated: June 3, 2026
1. Return Period
We offer a 30-Day Money-Back Guarantee on eligible purchases.
Our return policy lasts 30 days from the date your order is delivered. If 30 days have passed since delivery, we may no longer be able to offer a refund or exchange, except where required by applicable consumer protection laws.
Nothing in this Return & Refund Policy limits or excludes any rights that consumers may have under applicable consumer protection laws in the Netherlands, Belgium, or the European Union.
2. Eligibility for Returns
To be eligible for a return, your item must:
- Be returned within 30 days of delivery.
- Be in substantially the same condition as received.
- Be returned with all included accessories and components.
- Be accompanied by proof of purchase.
3. Important Safety Product Exception
SafeHammer Pro is an emergency safety device.
For safety and product integrity reasons, products are not eligible for return, refund, or exchange if:
- The glass-breaking tip has been used.
- The glass-breaking mechanism shows signs of impact, deployment, wear, activation, or damage.
- The product has been used in an emergency situation.
- The product has been intentionally modified, altered, or disassembled.
Any SafeHammer Pro with a used, damaged, activated, or deployed glass-breaking tip is considered a used safety product and is not eligible for a refund or exchange.
4. Defective or Incorrect Products
If you receive a defective, damaged, incorrect, or non-conforming product, please contact us as soon as reasonably possible after discovering the issue.
Email: info@nue-labs.com
Please provide:
- A detailed description of the issue.
- Clear photos of the product.
- Photos of any damage or defect.
- A screenshot of your order confirmation.
- Proof of purchase.
Our customer support team will review your request and provide further instructions.
5. Return Authorization Required
To ensure that returns are processed efficiently, customers are requested to contact us before returning any product.
Please contact:
before sending a return request.
Failure to contact us beforehand may delay the processing of your return. Our customer support team will provide the correct return instructions and return address.
Please allow 2–3 business days for a response.
6. Return Address
Do not send returned products to the address shown on the shipping label or package.
Our customer support team will provide the correct return address after reviewing your return request.
Returns sent to an incorrect or unauthorized address may experience processing delays and may be returned to the sender.
7. Partial Refunds
In certain situations, only partial refunds may be granted, where permitted by applicable law, including:
- Items returned with missing parts or accessories.
- Items showing signs of use beyond what is reasonably necessary to inspect the product.
- Items returned in damaged condition not caused by us.
- Returns received more than 30 days after delivery.
8. Refund Procedure
Once your return is received and inspected, we will notify you by email regarding the approval or rejection of your refund.
If approved, your refund will be processed to your original payment method.
Refunds are typically issued within 5–10 business days, although processing times may vary depending on your bank, credit card provider, or payment service provider.
For non-defective returned items, original shipping costs and any applicable return-related costs may be deducted from the refund where permitted by applicable law.
9. Non-Refundable Situations
Refunds may be denied if:
- The product has been used in a manner that affects its resaleability, functionality, or safety.
- The glass-breaking tip has been activated, deployed, or damaged.
- The product is returned without proof of purchase.
- The damage was caused by misuse, negligence, improper storage, accidents, or unauthorized modifications.
Failure to follow return instructions may result in delays in processing your refund.
10. Orders Not Received
We cannot issue refunds when delivery problems occur due to circumstances within the customer's control, including:
- Incorrect shipping information provided during checkout.
- Failure to collect a package.
- Refusal of delivery.
We are also not responsible for delays caused by customs inspections, severe weather, carrier disruptions, strikes, natural disasters, or other events beyond our reasonable control.
11. Late or Missing Refunds
If you have not yet received your refund:
- Check your bank account.
- Contact your credit card provider.
- Contact your bank.
Processing times vary between financial institutions.
If you still have not received your refund, please contact:
12. Exchanges
We only replace items that are defective, damaged upon arrival, incorrect, or otherwise non-conforming.
To request an exchange, please contact:
Requests for exchanges arising from ordering mistakes may be reviewed on a case-by-case basis.
13. Return Shipping Costs
Unless the product is defective, damaged upon arrival, shipped incorrectly, or otherwise required by applicable law, customers are responsible for return shipping costs.
Shipping fees are non-refundable.
We strongly recommend using a trackable shipping service and retaining proof of shipment.
We cannot guarantee receipt of returned items that are not properly tracked.
14. Contact Information
For all return and refund inquiries:
Nue Labs
Website: nue-labs.com
Email: info@nue-labs.com