Refund policy

Last updated: 11 October 2026

At nuaj., every product is designed to accompany you for the long term. If it does not suit you, however, here are your rights and our commitments.

Pre-order: free cancellation before dispatch

As long as your order has not been dispatched (dispatch planned from late October 2026), you can cancel it free of charge and without giving a reason, by email to hello@bynuaj.fr or from the Right of withdrawal page. We refund all sums paid, using the same means of payment, no later than fourteen (14) days after your request.

Right of withdrawal: 14 days

In accordance with articles L221-18 et seq. of the French Consumer Code (Code de la consommation), you have fourteen (14) days from receipt of your product to exercise your right of withdrawal, without having to justify your decision. When your order includes several products delivered separately, this period runs from receipt of the last product. You can also exercise this right as soon as you order, without waiting for delivery.

How to exercise this right

You can notify us of your decision:

  • online, on the Right of withdrawal page (the “Renoncer au contrat ici” function, meaning “withdraw from the contract here”);
  • by email to hello@bynuaj.fr, or by post to K&J cos. SAS, 85 Traverse de la Granière, 13011 Marseille, France, by means of an unambiguous statement;
  • using the model withdrawal form annexed to our terms and conditions of sale (optional).

If you use the online function, we send you, without undue delay, an acknowledgement of receipt of your withdrawal on a durable medium (by email), including its content and the date and time it was submitted.

Returning the product

You have fourteen (14) days from the communication of your decision to return the product to us. The direct cost of returning it is borne by you, except when the product is defective, non-conforming or sent in error: in that case, we cover it in full.

Trying your device

You are free to unpack and try your device as you would in a shop, to assess its nature and check that it works properly. This does not affect your right to a refund. Only a loss in value resulting from handling beyond this trial, visible damage for example, could lead to a proportionate deduction from the amount refunded.

Refund

We refund all sums paid, including standard shipping costs, no later than fourteen (14) days after being informed of your decision. The refund is made using the same means of payment as the one used for the order. We may, however, withhold the refund until we have received the product back or until you have supplied proof of having sent it, whichever is earlier.

Depending on your bank, the refund may take a few working days to appear on your statement after it has been issued.

Defective or non-conforming product

If you receive a product that is defective, damaged or does not match your order, write to us at hello@bynuaj.fr with a photograph of the product and its packaging. We arrange a replacement or a refund, at no cost to you.

Legal guarantees

Independently of the right of withdrawal, you benefit from:

  • the legal guarantee of conformity (articles L217-1 et seq. of the French Consumer Code), for two (2) years from delivery of the product;
  • the legal guarantee against hidden defects (articles 1641 to 1649 of the French Civil Code), for two (2) years from discovery of the defect.

The conditions for claiming under them are set out in the box in article 7 of our terms and conditions of sale.

nuaj. commercial warranty

In addition to these legal guarantees, which it neither replaces nor limits, our devices are covered by a two (2) year commercial warranty against manufacturing defects, under the conditions of article 8 of our terms and conditions of sale.

To make a claim, contact us at hello@bynuaj.fr.

Mediation

If a written complaint to our customer service has not settled a dispute, you can use the consumer mediator free of charge: Centre de médiation de la consommation de conciliateurs de justice (CM2C), 49 rue de Ponthieu, 75008 Paris, France, www.cm2c.net (“Déclarer un litige” section, to submit a dispute), declarer-un-litige@cm2c.net. The request must be submitted within one year of your written complaint (articles L612-1 et seq. of the French Consumer Code).

Contact

For any question about a return or a refund: hello@bynuaj.fr.