Effective Date: July 1st, 2025

Shipping

We’re committed to making your oral care routine simple, reliable, and stress-free. Below you’ll find all the details about how we ship your NUEOS orders.

Where We Ship

• We currently ship to addresses within England, Wales and Scotland only.
• Unfortunately, we do not offer shipping to addresses outside the GB, including the Channel Islands, Isle of Man, Northern Ireland or internationally. This is due to licenses at this time.
  

Order Processing & Fulfilment

• All NUEOS orders are picked, packed, and dispatched by our trusted fulfilment partner, Huboo Technologies Ltd, based in the UK.
• Orders are processed and dispatched once payment has been successfully received. Please ensure your payment details are correct to avoid delays.

Shipping Costs

• The cost of shipping is included in the price of your NUEOS products and subscription. There are no additional shipping fees applied at checkout.

Dispatch & Delivery Times

• We aim to dispatch your order within 1-2 working days of a successful order, or a successful ongoing subscription payment.
• Once dispatched, most orders are delivered within 2-4 working days, using a tracked UK delivery service, typically 48 hr tracked via the Royal Mail, Evri or similar service arranged by our fulfilment partner.
• Please note:
  i. Delivery times are estimated and not guaranteed.
  ii. During busy periods such as promotional events or holidays, dispatch or delivery may take longer.
• We are not liable for delays outside our control e.g., courier delays, severe weather.

Tracking Your Order

• Where available, we will provide tracking information by email once your order has been dispatched, so you can keep an eye on its progress.

Missed Deliveries & Delivery Issues

• For the Starter Kit it will need to be received due to the size, if no one is available to receive the delivery, the courier will usually leave a card or provide instructions for re-delivery or collection as per their standard terms.
• If your order hasn’t arrived within 10 working days of dispatch, please contact our Customer Support team at support@nueos.com and we’ll investigate.
• For damaged, lost, or incorrect orders, please contact us as soon as possible so we can put things right.

Responsibility for Delivery

• Responsibility for the products passes to you once they have been successfully delivered to the address provided at checkout.
• Please ensure your delivery details are accurate when placing your order. We cannot accept responsibility for delays or losses resulting from incorrect or incomplete addresses.

Questions?

We’re here to help. If you have any questions about shipping, please contact us at support@nueos.com.

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Refunds & Returns - general

We hope you love your NUEOS experience. But if something isn’t right, this policy explains when and how you can request a return or refund.

Light Bath Device

• We stand by the quality of our Light Bath device. However, if something is not right talk to customer service team for advice or a resolution. Please do read the FAQs on how to charge, clean, maintain, turn on/off your device first.
• To qualify for a refund:
  i. The device must be returned in good condition with all original accessories.
  ii. We will provide instructions and a return address.
  iii. Return postage costs are the responsibility of the customer unless it is faulty.

Note: Refunds will only be issued once we’ve received and inspected the returned device.

Toothpaste & Mouthwash Tablets

• For hygiene and safety reasons, we are unable to accept returns or offer refunds on opened or used toothpaste or mouthwash tablets, unless the product is faulty.
• If your tablets arrive damaged, defective, or incorrect, please contact us within 14 days of delivery and we will resolve the issue.

Faulty or Incorrect Items

• If any NUEOS product arrives damaged, faulty, or incorrect: contact us at support@nueos.com within 14 days of delivery.
• Please provide your order number, a description of the issue, and, where possible, photos.
• We’ll offer a replacement, refund, or other suitable resolution in line with your legal rights.
  

How to Request a Return or Refund

• To start a return, contact our friendly support team at: support@nueos.com or via the contact us form.
• Please don’t send items back without contacting us first, we’ll guide you through the process and the address.

When Will I Get My Refund?

• Once we’ve received and inspected your return, we’ll process any eligible refund to your original payment method within 14 days.
• Refunds cover the cost of the eligible products only, return postage costs are non-refundable unless the item is faulty.

Your Legal Rights

• This policy is in addition to your legal rights under the Consumer Rights Act 2015 and Consumer Contracts Regulations 2013, which provide protection for faulty goods and online purchases.

Need Help?

• We want you to feel confident with NUEOS. If you have any questions about this policy, please contact us at support@nueos.com.