LIFETIME SPECIAL GUARANTEE FOR SHOES: The adhesive construction is guaranteed for as long as you own the shoe. If your shoe delaminates, nu will re-adhere any loose parts. Please see Sixty Day Guarantee for other conditions.

THREE YEAR SPECIAL GUARANTEE FOR HANDBAGS: When the outer surface is nuPVC* or jacquard-woven fabric, these materials are guaranteed for three years against unraveling, decomposing, peeling, cracking, or delaminating. This guarantee only applies if the handbag is used in a reasonable manner as intended by nu , and if the bag is not left in direct sunlight, water, or adverse environments. Damage from physical abuse, scratches, scuffs, stains, soiling, punctures (such as animal biting) and impacts are excluded from guarantee. Any other materials are not included in this special guarantee.

SIXTY DAY GENERAL GUARANTEE FOR ALL PRODUCTS: Workmanship and materials are guaranteed for sixty days after the date of purchase, subject to the following conditions:

This guarantee applies only to a) material failure (peeling, cracking, unraveling, delamination), b) hardware failure, including zippers, and c) workmanship failure of stitching or adhesion.

The product is used in a reasonable manner as intended by nu. The product is not left in direct sunlight, water, or adverse environments. Damage from physical abuse, scratches, scuffs, stains, soiling, punctures (such as pet bites) and impacts are excluded from guarantee.


  • For online orders, if an incorrect or defective product is delivered, your guaranteed return will be valid only if you notify nu within 15 days from date of order by Email:, Line @nuBangkok, SMS message to +66(0)83 455-1000, or EMS post. nu will then contact you to process a return or exchange.
  • For in-store purchases, if you find defects that would not be noticed in the store, the product must be returned to any store within five days from the date of purchase.
  • Guarantees will be valid only when you follow the procedures in the HOW TO RETURN section on this website.
  • When nu offers to pay shipping cost, this will apply only within Thailand.
  • Guarantees do not apply to products sold on clearance, 50%+ discount promotions, or priced below 300 B.
  • When honoring guarantees, nu shall choose to: a) repair the defect in the product, with the non- defective parts of the product remaining in existing condition, b) replace the product with like model, or c) issue a full refund of the purchase price.
  • nu reserves the right to change guarantee terms by posting such changes on the guarantee section of its website, In the event of such changes, nu will honor the previous guarantee terms for purchases made prior to such changes.
  • Refunds will be issued by bank transfer, except that purchases made with credit/debit card shall be refunded in the same form as original payment.
  • nu values its’ relationship with customers most importantly. As you will see if you have a claim, nu will take it personally and do its best to resolve the problem. But rarely, an unhappy customer chooses to complain publicly before giving nu the chance to resolve the situation. If a customer behaves unfairly in this manner, nu may decline its guarantees for that customer.

* Special Guarantee for nuPVC shall be defined, for reference, as the outer material used on Essence and Forever handbags and other products specifically identified as being made with nuPVC. The General Guarantee applies to handbags made with regular PVC and PU.