At USA Health & Beauty’s NIVEA Store, we want you to be completely satisfied with your health, beauty, and personal care purchases. If you’re not happy with your order, we offer a straightforward returns and exchanges process within 15 days of receiving your items.

Our Return Policy

We accept returns and exchanges for most products within 15 days of delivery. To be eligible for a return:

  • Items must be unused, in their original packaging, and in the same condition as received
  • Items must include all original tags and labels
  • A proof of purchase (order number or receipt) is required

Note: For health and safety reasons, we cannot accept returns or exchanges on the following product categories:

  • Cosmetics (opened products)
  • Feminine Care products
  • Dental Care products (opened packages)
  • Face Wipes (opened packages)
  • Beauty Face Masks (opened packages)

How to Initiate a Return or Exchange

Step 1: Contact Our Customer Service

Email our customer service team at [email protected] within 15 days of receiving your order. Please include the following information in your email (or use our template below):

Return/Exchange Request Template

Subject: Return/Exchange Request – Order #[Your Order Number]

Email Body:
Dear USA Health & Beauty Team,

I would like to request a [return/exchange] for my order #[Your Order Number].
Product Name: [Product Name]
Reason for Return/Exchange: [Brief explanation]
Preferred Resolution: [Refund/Exchange for (specify product)]

Please advise on next steps.

Best regards,
[Your Full Name]
[Your Contact Information]

Step 2: Receive Return Instructions

Within 1-2 business days, our team will email you return instructions including:

  • Return authorization number
  • Shipping address for returns
  • Any special instructions for your specific items

Step 3: Package and Ship Your Return

Please pack your items securely in the original packaging if possible. Include a copy of your order confirmation or packing slip. Ship your return to:

USA Health & Beauty Returns
4382 Ray Court
Jacksonville, US 28540

Step 4: Processing Your Return

Once we receive your return, we will inspect the items and process your request within 3-5 business days. You will receive email confirmation when your return is processed.

Refund Information

Refunds will be issued to your original payment method:

  • Credit/Debit Cards (Visa, MasterCard, JCB): 5-10 business days after processing
  • PayPal: 3-5 business days after processing

Please note that original shipping fees are non-refundable, except in cases of our error or defective products.

Exchange Policy

If you’re requesting an exchange:

  • We will ship your replacement item once we receive and process your return
  • If the exchange item is of higher value, you’ll need to pay the difference
  • If the exchange item is of lower value, we’ll refund the difference

Damaged or Defective Items

If you receive a damaged or defective item, please contact us immediately at [email protected] with photos of the product and packaging. We will arrange for a replacement or refund and cover all associated shipping costs.

International Returns

For customers outside the United States (excluding some Asian and remote regions):

  • You are responsible for return shipping costs
  • Please mark the package as “Returned Goods” to avoid customs charges
  • We recommend using a trackable shipping service

Need Help? Our customer service team is happy to assist with any questions about returns or exchanges. Contact us at [email protected] and we’ll respond within 1-2 business days.