Last updated: 29 September 2026
Cancellations, refunds of delivery fees, and returns of goods purchased on your behalf by a courier.
This Refund & Return Policy explains when an order placed with Nesugo Labs LLC through nesugo.com or the NESUGO application can be cancelled, when money is returned to you, and how goods purchased on your behalf can be returned. It forms part of our Terms of Service.
Two different amounts may be involved in a single order: the NESUGO service and delivery fee, which is what you pay us, and the price of goods a courier purchased for you, which you paid to a merchant through the courier.
You can cancel any order at no cost while it is still waiting for a courier. The full amount, including any authorisation hold, is released immediately.
If you cancel within 5 minutes of acceptance and the courier has not yet bought anything or started travelling, we refund the full amount.
If you cancel later, we refund the full amount less a cancellation fee of USD 2.00, which compensates the courier for the distance already travelled.
If the courier has already purchased the goods, the service and delivery fee is not refundable and the goods are delivered to you as ordered. If you refuse to accept them, the purchase price is refunded only to the extent that the merchant takes the goods back.
If no courier accepts your order, or the courier cannot complete it, or the requested item is unavailable, nothing is charged and any hold is released in full.
If an order is delivered more than 90 minutes later than the time confirmed for a priority service, the priority surcharge is refunded on request.
Check your order when it is handed over. Report a wrong, damaged, spoiled or missing item within 24 hours of delivery at support@nesugo.com or through the support chat, with your order number and a photograph.
If the problem was caused by the courier, we refund the price of the affected item and the delivery fee, or arrange a replacement delivery at our cost, whichever you prefer.
If the problem was caused by the merchant, we help you raise it with the merchant and refund the delivery fee where the item has to be returned.
Goods bought on your behalf remain subject to the returns policy of the merchant that sold them. Where the merchant accepts a return, we can collect the item and take it back for the standard delivery fee for that distance.
Perishable goods — prepared food, fresh produce, flowers — and personal hygiene items that have been opened cannot be returned unless they were defective, spoiled or incorrect on delivery.
Prescription medicines cannot be returned once handed over, as required by pharmacy rules.
A monthly plan can be cancelled at any time and remains active until the end of the paid period. Unused deliveries do not carry over and are not refunded, except within 14 days of a first subscription, when the unused portion is refunded in full on request.
Refunds are always returned to the payment method used for the original order. We approve or decline a claim within 3 business days of receiving the information we need. Once approved, the money is sent immediately; your bank normally shows it within 5 to 10 business days.
Refunds are issued in the currency of the original payment. Any difference caused by exchange rates or bank fees is outside our control.
Please contact us first at support@nesugo.com with your order number. Almost every dispute is settled faster this way than through a bank, and we keep delivery records that allow us to check what happened.
Nesugo Labs LLC, 30 N Gould St, Ste R, Sheridan, WY 82801. Email: support@nesugo.com. Support answers refund requests within two business days.