Payment, Shipping, Returns Policy

Payment Policy

What payment methods are accepted?

1. Credit cards: We accept credit card payments via , the payment processing platform for online shopping.
2. Local direct bank transfer via automated teller machine (ATM), internet banking (PayNow), over the counter cash deposits at the bank.

Please indicate your name and order number in your payment for our reference.
We will cancel your order if payment is not received within 3 days from date of order.

Our bank account details are as follows:

Delivery or Shipping Policy

Local Orders (Singapore)

For purchases of SGD200* and above, delivery within Singapore will be FREE of charge via courier. Please allow 4-7 working days for delivery.

For purchases less than SGD200*, mode of delivery will be via courier, available at a flat rate of SGD8*. Please allow 4-7 working days for delivery.

^{*subject to prevailing GST}

International Orders

We are sorry, we currently do not ship or sell internationally.

Return and Refunds Policy

You are entitled to return your purchases in accordance with this Return Policy. Any rights that you may have as a consumer, under the Competition and Consumer Act and other applicable Singapore consumer protection laws and regulations, are in addition to your rights under this policy.

Policy

Unless you have a separate written agreement with Nueva Clinic Pte. Ltd. (‘us’ or we’ or ‘Nueva Clinic’ or ‘Nueva Medical and Aesthetic Clinic’), the return of products purchased from us is subject to the rights of returns policy below. Subject to your statutory rights, if you fail to return Product within the applicable return policy period or if the Product does not meet the rights of return and processes under this Return Policy, the Product is considered accepted by you and not returnable.

1. Our return policy period is seven (7) days. Beyond that, we may not be able to offer you a refund or exchange.
2. For returns to be valid, items purchased must be mailed back or returned to the clinic in-person within 7 days of receipt.
3. To be eligible for a change of mind return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Items must be returned unopened, unused, with all seals and labels still intact.

Please note that we only accept returns and exchanges of items subject to the rights of return processes below:

Right of Return

Criteria for Return

To be accepted by us, your returns must fulfil the following criteria: 

Reasons for Returns	Undamaged, in new condition, unwashed and/or unaltered	Sealed and unopened	Complete*	With all tags and labels (if any) intactlete*
Incorrect Product	Yes	No	Yes	Yes
Incomplete Product or Delivery	Yes	No	No	Yes
Defective Product	No	No	Yes	Yes
Change of Mind	Yes	Yes	Yes	Yes

*For a return to be considered ‘complete’, it must be returned with all the following (where applicable):

(a) Free gifts;
(b) Warranty documentation;
(c) Manuals and instructions;
(d) Packaging;
(e) and Any included accessories or peripherals.

2. Change of Mind Returns. To be eligible for return, the item(s) must be unused, unopened, unwashed. All packaging, seals, wrapping and original tags must remain intact and attached.
3. Damaged Products. Packages that are obviously damaged should be refused at the time of original delivery attempt. If damaged Products are accepted from the carrier, contact us at hello@nuevaclinic.sg within 7 days after receipt of shipment to arrange for a carrier inspection and a pickup of the damaged Products. All damages should be noted on the carrier delivery record prior to the driver leaving your premises. Please save the Product and all original box and packaging. Timely receipt of this information is necessary to file a damage claim with the freight carrier and avoid delays in returns and replacements.
4. Order Discrepancies. All order discrepancies (shortages, mislabeled product or overages) must be reported to us via email at hello@nuevaclinic.sg within 5 days of receipt of delivery.
5. Defective/Dead on Arrival (DOA). Report DOAs to us via email at hello@nuevaclinic.sg within 7 days of receipt of shipment. Some manufacturers and publishers require DOAs to be handled directly through them. In such cases, we will provide the manufacturer’s contact information.
6. Non Returnable Product (not all inclusive). Subject to your statutory rights, the following Products cannot be returned to Nueva Clinic:
   • Prescription drugs and medications
   • Perishables, including all food and beverages, supplements;
   • Cold-chain items
   • Discontinued items
   • Special/ custom order items
   • Test kits
   • Items which require re-packaging
   • Items in an unsuitable resale condition
   • Closeout, promotion, sale or discounted items
   • All products sold at a mark down or discount due to existing defects 
   • Any of the following products which have been delivered without or in unsealed packaging:
     • Beauty products/ cosmeceuticals/ cosmetics
     • Toiletries
     • Intimate or sanitary goods
     • Any wearables with direct skin contact
   • Gift cards
   • Downloadable software products
   • Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
   • Any item that is returned more than 7 days after delivery
   • Book with obvious signs of use

If you return an item that does not meet the above requirements, we reserve the right to reject the return and any request for a refund.

Return and Refund Process

To complete your return, we require a receipt or proof of purchase.

Prior to sending the item(s) back to us, please contact us via email at hello@nuevaclinic.sg or Whatsapp at +65 89135713

Once your return request has been approved, you should mail your product or return your product in-person to:
Nueva Clinic
160 Robinson Road #04-02
SBF Center Medical Suites
Singapore 068914

You are responsible for shipping charges and risk of loss on all return shipments. You will be responsible for paying for your own shipping costs for returning your item(s). Shipping costs are non-refundable except in situations listed below. If you receive a refund for the item(s), the cost of shipping and return shipping will be deducted from your refund. All additional shipping fees will be borne by the customer.
_{*You may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item}

Shipping costs of returns:
Your shipping costs for returns will be refunded as follows:

Reasons for Returns	Shipping Costs Covered
Incorrect Product	Yes
Incomplete Product or Delivery	Case by case basis
Defective Product	Yes
Change of Mind	No

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within sixty(60) days, minus shipping fees and other applicable charges.

Nueva Clinic reserves the right to refuse returns should any of the above requirements not be met.

Replacement of Defective or Damaged Items

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at hello@nuevaclinic.sg and send your item to: Nueva Clinic
160 Robinson Road #04-02
SBF Center Medical Suites
Singapore 068914.

Refunds

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at hello@nuevaclinic.sg.

Need Help?

Contact us at hello@nuevaclinic.sg for questions related to refunds and returns.