Pursuant to Article 19 of the Consumer Protection Law, you have the right to appreciate the product for a period of 7 days (including national holidays) after the product arrives. For any product that has not been opened, used and is in good packaging, you can request a return, exchange or refund within 7 days of receiving the product. The appreciation period is not a trial period. Returns and exchanges will not be accepted after the appreciation period. The 7-day appreciation period is calculated from the day after receipt. For convenience store pickup, the first day is counted as the day after the pickup. The first day of home delivery is the day after the delivery is signed. Please note this regardless of whether the delivery is signed by the buyer himself (administrator/family member/colleague, etc.). If you need to return an item within 7 days, please bear the shipping cost yourself. To avoid disputes, please make a return or exchange only after you have received the product. Product discounts cannot be combined with order calculations.

You can return or exchange products with us by following the steps below :

Log in to your account and leave a message directly to contact our customer service or send an email to annekuo0325@gmail.com, and provide complete and detailed information on your customer order number and the product information you wish to return or exchange.

After you receive the reply letter or message from customer service, please put it and your product back into the original packaging box. In order to process the return and exchange procedures smoothly, please ensure that the contents of the return and exchange packaging are consistent with the information provided by the customer service staff, and pack the product intact in its original box.

After sending back the item you wish to return, please keep the shipping record and the shipping receipt.

All returned merchandise will be inspected upon notification. For hygiene reasons, merchandise that has been opened or used cannot be exchanged, unless the product itself is visually damaged at the time of shipment or the item is shipped incorrectly. Once the return or exchange event enters the processing procedure, you can check the processing progress through private messages or emails. Unless there are special factors, it is expected to be completed within 30 days.

When returning or exchanging goods, nuGen will cancel the original electronic invoice and reissue it, so there is no need to send back the invoice.

※Small reminder※

※The returned or exchanged products must be intact and in the same original condition as when you received the product (including gifts, accessories, inner and outer packaging, barcodes, etc.), with all accessories (including tags not removed/special packaging intact), and new products that do not affect secondary sales.

※Please note that if you violate nuGen's ordering and return and exchange rules three or more times without reason or maliciously, our company has the right to suspend your account and refuse you from using our services, and put you on the transaction blacklist. Please pay attention.

※ If the amount of the retained goods in the order after the return or exchange does not reach the free shipping threshold when ordering, you need to bear the original shipping fee, which will be deducted from the refund amount. The convenience store shipping fee is 60-80 yuan/home delivery fee is 85 yuan.

※If it is confirmed that the product cannot be accepted or is not included in the return order, it will be sent back to you by home delivery cash on delivery (the shipping fee is 80-100 yuan at your own expense).

※ Due to the time-consuming air parcel delivery to overseas areas and the complicated cross-border refund process, we are unable to provide return and exchange services for overseas members. Thank you for your understanding.