Refund Policy

There is a 14-day return policy for our therapy wraps and a 30-day return policy for the Neuro devices. If you are unsatisfied with your red light therapy device, please return it to our warehouse within 14 days / 30 days of delivery. Your return will be accepted if you send us the tracking information on day 14 or 30 depending on your device. 

Delivery address:
VTCW / LED Phototherapies
170 Boyer Circle
Williston, VT 05495

Contact email address for returns:
hello@nushape.com

Please include your reason for return, indicated in an email to us or on a piece of paper inside the box. A refund will be made to your card within three business days. Please make ensure to send us your tracking number so we can track your return in case something happens with the mail and the package is not received at our warehouse - no refunds will be given for undelivered or missing returns, so please obtain tracking and delivery confirmation to confirm the return of your order and obtain a refund. Misplaced or lost returns will not be refunded and are the buyer's responsibility.

Please ensure you're within the policy requirements for a refund before returning your order. Returns that come back after the 14/30-day window, unless differently agreed upon, will not be refunded. In the case that you return your product after 14/30 days from delivery, we will hold onto your return for you at the warehouse for 30 days and can send it back to you as a courtesy if the return was made in error. 

Custom-made merchandise, special orders, shipping fees for items purchased with express shipping direct from the factory, or shipping fees paid to reship an item that wasn't received by the customer on the initial delivery attempt and returned to sender due to an invalid address or because the package was abandoned, professional use machines and all products sold will not qualify for a refund.

We are committed to processing and shipping your orders as quickly as possible, typically within 2-3 business days. Once shipped, you can expect to receive your package within 3-5 business days. We understand the importance of timely deliveries and are constantly working to maintain optimal inventory levels to fulfill orders efficiently.

In the event that an item is out of stock, we will clearly indicate this on our website. Rest assured, we are dedicated to replenishing our inventory and delivering your order as soon as possible. We appreciate your understanding and patience in such situations.

Please note that delivery times may vary due to factors such as the ongoing Covid-19 situation, holiday periods, and occasional USPS or another delivery service disruptions. We truly appreciate your understanding and patience during these unprecedented times. We assure you that we are dedicated to providing a reliable and trustworthy shipping experience for all our valued customers.

If your item never arrives and is lost in the mail, we can issue a replacement, otherwise, the buyer is responsible for any missing, lost, or stolen packages that have been sent with delivery confirmation and shown as signed for. We must keep an order which has been verified as picked up by the carrier and in transit or confirmed as delivered through tracking. We only refund an order after the item is returned to us. If your item is lost in the mail for over three weeks before tracking shows delivery confirmation, we will resend a new item as a replacement.

If you choose not to insure your package, we will not be responsible for lost, stolen, or damaged goods in transit.

Sometimes, a package will be marked as delivered by the shipping carrier prematurely. If you receive the delivery email but have not received your package, here is what we suggest:

To process a lost/stolen package, we need an affidavit signed by the customer confirming that all information is true, that they have not yet received the package, and that they will not accept the package if delivery is attempted. The affidavit must be completed and signed by the customer. A sample affidavit can be downloaded here: https://www.monkprotect.com/affidavit/ Police report.

You can upload the necessary information to the claim detail page. We can continue with our review as soon as you provide this information.

A police report may seem unnecessary, but an order marked as delivered and is worth more than $250, a police report must be filed to continue with the claim.