Returns Policy

Introduction

At Nume, we stand behind the quality of our products and services and are committed to your satisfaction. This policy outlines our approach to returns, refunds, and cancellations for both our e-commerce products and personalized wellness programs.

In this Returns Policy, "Nume," "Nume Labs," "we," "us," or "our" refers to Nume OÜ, a company registered in Estonia, having its registered office at Tartu Maantee 67/1-13B, 10115 Tallinn, Estonia. Nume operates the websites numelabs.org, numelabs.io, nume.com.au, and any other domains or subdomains under the Nume brand (collectively, the "Websites"), and all associated services.

Return Eligibility

You may return most new, unopened items within 30 days of delivery for a full refund. Items must be in their original condition, with all original packaging and accessories.

For wellness products and customized items, different policies may apply as detailed in our Non-Returnable Items section.

Non-Returnable Items

The following items cannot be returned:

We maintain this policy to ensure the integrity and quality of our products, maintaining the highest standards for safety and consistency in your wellness journey.

How to Request a Return

To initiate a return, please follow these steps:

1. Contact our customer service team at support@numelabs.org within 30 days of receiving your order
2. Include your order number and reason for return
3. Our team will provide you with return instructions and a return authorization
4. Package your return securely with all original packaging and include your return authorization
5. Ship your return to the address provided in the instructions

For returns, we recommend using a trackable shipping service. Return shipping costs are the responsibility of the customer unless the return is due to our error.

Refund Process

Once we receive and inspect your return, we will notify you of the status of your refund. If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment.

Refunds will always be processed to the original payment method used at the time of purchase. Due to financial and security regulations, we are unable to redirect refunds to alternative cards or payment methods.

Please allow time for processing:

Unclaimed or Abandoned Refunds

In certain situations, refunds may be unclaimed or undeliverable:

• Invalid Payment Information: If a refund cannot be processed due to expired, closed, or invalid payment details.
• No Response: If a customer does not respond to our requests for updated payment information within 30 days.
• Unclaimed Store Credit: Store credit that remains unused for 12 consecutive months.

In these cases, the following policy applies:

• We will make reasonable attempts to contact you using the information provided in your account.
• Unclaimed or abandoned refunds will be maintained for a period of 12 months from the initial refund date.
• After this period, abandoned refunds may be subject to administrative fees or may be forfeited in accordance with applicable laws.
• The customer is responsible for ensuring their contact and payment information is current.

To claim a refund that was previously undeliverable, please contact our customer service team with verification of your identity and order details.

Exchanges

If you need to exchange an item for a different size or variant, please follow the return process above and place a new order for the desired item. This ensures you receive the new item as quickly as possible.

International Returns

For orders shipped internationally, the following additional terms apply:

• Return Shipping: The customer is responsible for all return shipping costs, including any duties, taxes, or customs fees associated with the return.
• Documentation: Proper customs documentation must be completed accurately to avoid delays or confiscation. Please contact our customer service for guidance if needed.
• Processing Time: International returns may require additional processing time beyond our standard timeframes.
• Currency Refunds: Refunds will be processed in the original currency of purchase. Any currency conversion fluctuations between purchase and refund are not the responsibility of Nume.

We recommend contacting our customer service team before initiating an international return to ensure all requirements are properly met.

Damaged or Defective Items

If you receive a damaged or defective item, please contact our customer service team immediately at support@numelabs.org with:

• Your order number
• Photos of the damaged item
• A brief description of the issue

To facilitate a quick and thorough investigation, we request that you report any faults or damages to us within 24 hours of receiving your order. This time frame allows us to address and resolve your concerns as efficiently as possible.

Our dedicated team will work with you to resolve the issue promptly by offering a replacement or refund.

Money-Back Guarantee

Nume offers a 30-day money-back guarantee under specific circumstances:

• Eligibility: You may be eligible for a money-back guarantee if you receive a faulty or damaged product
• Documentation Required: You must provide proof of the faulty or damaged product, including clear photographic evidence
• Verification Process: Nume reserves the right to verify claims by cross-referencing your evidence with records from couriers and manufacturers
• Exclusions: The guarantee excludes any associated processing or shipping charges
• Pre-Shipment Cancellations: If your order has been processed but you choose to cancel before ingredient allocation or shipping, you may be eligible for a refund, subject to a deduction for processing fees

To initiate a money-back guarantee claim, please contact our customer service team with your order details and evidence of the faulty or damaged product.

Cancellations

Orders can be cancelled before shipping. Once an order has been shipped, it cannot be cancelled, but you may return it according to our return policy.

To cancel an order, please contact support@numelabs.org as soon as possible with your order number.

Change of Mind

We understand that circumstances can change, leading to a change of mind or personal preferences regarding our products and services. However, please note the following policies:

• Standard Products: Eligible for return within 30 days if unopened and in original condition
• Wellness Products: Not eligible for return once dispatched, for safety and quality assurance reasons
• Services and Programs: Generally not eligible for refunds based solely on change of mind or if the service does not align with personal preferences once the program has begun

These policies ensure we can maintain the quality and integrity of our offerings while providing fair terms for all customers.

Program Cancellations

For our wellness programs, the following cancellation policies apply at different stages:

• Before Consultation: Eligible for a refund, with the deduction of administrative charges and payment processing fees.
• Post-Consultation but Pre-Dispatch: If our healthcare practitioner determines the treatment is unsuitable, a refund is available minus the consultation fee, administrative charges, and payment processing fees.
• Post-Dispatch: Once any product has been dispatched, refunds will be processed after deducting the consultation fee, product costs, shipping costs, administrative fees, and payment processing fees.
• Mid-Program: Considering the substantial investment in the development and administration of our programs, we generally do not offer refunds for cancellations occurring mid-treatment. Exceptions may be considered as outlined in our Exemptions section.
• Post-Program Completion: After the completion of a program, refunds are not available as the full scope of the service has been provided.

Consultation Cancellations

For scheduled consultations, our cancellation policy is as follows:

• 48+ Hours Notice: To cancel a scheduled consultation without incurring fees, please inform us at least 48 hours in advance.
• Less Than 48 Hours Notice: Cancellations made with less than 48 hours' notice are subject to a processing and administrative fee.

This policy helps us manage our scheduling efficiently and serve all our clients effectively.

Subscription Cancellations

For subscription-based products and services, the following additional policies apply:

• Ongoing Billing: Your subscription will remain in effect and will automatically renew until it is cancelled by you.
• Cancellation Process: To cancel a subscription, you must follow the cancellation process in your account settings or contact our customer service team.
• Timing of Cancellation: If the subscription is not cancelled before the scheduled renewal date, the order will be processed as scheduled.
• No Refunds After Processing: Once a renewal order has been processed, no refunds or reimbursements will be issued for that billing cycle.
• Reactivation Terms: In the event you cancel and later reactivate a subscription, any previously applied discount rate will not be reinstated.
• Current Rates Apply: Reactivated subscriptions will be subject to the prevailing discount rate at the time of reactivation. Nume is not obligated to honor any prior discount rates.

We recommend setting a calendar reminder for subscription renewal dates if you may wish to cancel in the future. For assistance with subscription management, please contact our customer service team at support@numelabs.org.

Exemptions & Credit Notes

In certain circumstances, we may consider exemptions to our standard policies:

• Medical Exemptions: If a licensed medical practitioner provides documentation indicating that continuation of a program is not suitable for medical reasons, a partial refund or credit note may be considered. This process requires direct communication from the medical professional or their office.
• Significant Life Events: In specific circumstances such as pregnancy or unforeseen significant life events, customers may be eligible for a credit note, subject to our discretion and provision of appropriate evidence.
• Refusal of Service: We reserve the right to refuse service or cancel services for reasons including, but not limited to, disruptive behavior, safety concerns, or if a customer has provided false or misleading medical information. In such cases, partial refunds may be provided at our discretion.

All exemption requests are assessed on an individual basis to ensure fairness and consideration of the circumstances.

Legal Compliance

Our returns and refunds policies comply with consumer protection laws in the countries where we operate. If you are entitled to rights under local consumer laws, we will honor these obligations.

If any of our terms and conditions are inconsistent with applicable laws, those terms are severed from any contract entered with you to the extent of that inconsistency.

Limitation of Liability

To the maximum extent permitted by applicable law, Nume limits its liability as follows:

• Maximum Liability: In no event shall Nume's total liability exceed the purchase price paid for the product or service that is the subject of the claim.
• Exclusion of Consequential Damages: Nume shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including but not limited to loss of profits, data, use, goodwill, or other intangible losses.
• Third-Party Products: Nume assumes no liability for any claims related to third-party products or services used in conjunction with our products.
• Health Outcomes: For wellness products and programs, we do not guarantee specific health outcomes as results may vary between individuals.

These limitations apply even if Nume has been advised of the possibility of such damages and regardless of the form of action, whether in contract, tort, strict liability, or otherwise.

Dispute Resolution

In the event of any dispute or claim arising out of or relating to our products, services, or this policy:

• Initial Resolution: We encourage you to contact our customer service team first to attempt to resolve any issues informally.
• Written Notice: If informal resolution is unsuccessful, a formal written notice of the dispute must be submitted to Nume describing the nature and basis of the claim.
• Good Faith Negotiation: Following receipt of the notice, both parties agree to negotiate in good faith to resolve the dispute.
• Final Decision: For any matters relating to product quality, damage assessment, or return eligibility, Nume reserves the right to make the final determination based on our evaluation and expertise.

By purchasing our products or services, you agree to these dispute resolution procedures before pursuing any legal remedy.

Claim Timeframes

To ensure proper handling of all returns and customer service matters, the following timeframes apply:

• Return Requests: Must be initiated within 30 days of receiving your order.
• Damage Reports: Must be reported within 24 hours of delivery.
• Missing Items: Must be reported within 48 hours of delivery.
• Billing Disputes: Must be raised within 60 days of the charge appearing on your statement.
• Statute of Limitations: Any legal action arising from a purchase must be commenced within one year after the cause of action has accrued.

Claims made outside these timeframes may be declined at Nume's discretion. We reserve the right to investigate and verify all claims before processing any refunds or replacements.

Force Majeure

Nume shall not be held liable for any delay or failure to perform its obligations under this policy if such delay or failure arises from circumstances beyond our reasonable control, including but not limited to:

• Natural disasters or extreme weather events
• Public health emergencies, epidemics, or pandemics
• Acts of government or regulatory authorities
• Civil unrest, riots, terrorism, or war
• Unexpected carrier or supplier delays
• System outages or telecommunications failures
• Labor disputes or strikes

In such events, our obligations will be suspended for the duration of the force majeure event. We will make reasonable efforts to notify affected customers and resume normal operations as soon as possible.

Related Policies

This Returns Policy should be read in conjunction with our other policies:

• Terms of Service
• Privacy Policy
• Payment Methods
• Shipping Policy
• Legal Notice

Contact Us

If you have any questions about our Returns Policy, please contact us at support@numelabs.org.