RETURN POLICY

Last updated: 18 September 2026

Return, Refund & 120-Day Money-Back Guarantee Policy

This policy applies to purchases made directly from Nuur Cosmetics through https://nuurcosmetic.com.

It explains your statutory cancellation and consumer rights, our voluntary returns policy, and the terms of the Nuur Lash 120-Day Money-Back Guarantee.

Nothing in this policy limits, excludes or replaces any statutory consumer rights that cannot lawfully be excluded.

1. About Us

NUUR COSMETICS LTD is a company registered in England and Wales under company number 14265750.

Customer correspondence address:

NUUR COSMETICS LTD
Office 14292
182–184 High Street North
East Ham
London
E6 2JA
United Kingdom

Email: info@nuurcosmetic.com

Website: https://nuurcosmetic.com

Please do not send product returns to this address unless we have confirmed that it is the appropriate return address and provided return instructions.

2. UK Statutory Cancellation Rights

If you are a UK consumer purchasing online, you will normally have the right to cancel a qualifying order without giving a reason.

For most goods, the cancellation period ends 14 days after the day on which you, or a person nominated by you other than the carrier, receives the goods.

Where multiple goods forming one order are delivered on different days, the cancellation period may run from receipt of the final item where required by law.

To exercise your right to cancel, you must clearly tell us that you wish to cancel within the applicable cancellation period.

The easiest way to do this is by emailing:

info@nuurcosmetic.com

Please include your name and order number where possible.

You do not need our prior approval for a valid statutory cancellation.

After notifying us of your cancellation, you must return the goods within the period required by law.

3. Hygiene-Sealed Cosmetic Products

Certain cosmetic products may be supplied with a hygiene seal or other protective seal.

Where goods:

• were supplied sealed;

• are not suitable for return for health protection or hygiene reasons; and

• have been unsealed after delivery,

the statutory right to cancel may cease to apply where the legal requirements for the hygiene exemption are met.

This can be particularly relevant to products intended for use around the eyes.

Opening the external shipping parcel does not, by itself, remove your cancellation rights. The relevant product hygiene seal must have been broken or removed.

This restriction does not affect your statutory rights if a product is faulty, damaged, misdescribed, incorrectly supplied or otherwise does not conform to the contract.

4. Our Voluntary 30-Day Return Policy

In addition to statutory rights, we voluntarily accept eligible change-of-mind returns requested within 30 days of delivery.

For a return relying solely on this voluntary policy, the product must:

• be unused;

• be unopened;

• have any hygiene seal intact;

• remain in its original packaging;

• be in a condition suitable for resale; and

• be accompanied by proof of purchase.

This voluntary policy does not extend statutory cancellation rights beyond the period required by law.

Products that have been opened or used are not eligible for a voluntary change-of-mind return unless another statutory right or the Nuur Lash 120-Day Money-Back Guarantee applies.

5. How to Request a Return

Before returning an item, email:

info@nuurcosmetic.com

Please provide:

• your full name;

• order number;

• the product concerned; and

• the reason for the return where relevant.

We will provide the appropriate return address and reasonable return instructions.

Contacting us before sending the item helps prevent delays or products being sent to an incorrect location.

Where you are exercising a statutory right, failure to obtain our prior approval does not remove that right.

6. Return Postage

For a change-of-mind return, you are responsible for the direct cost of returning the goods where applicable law permits this.

We recommend using a tracked postal service and retaining proof of postage.

Where goods are faulty, damaged, misdescribed, incorrectly supplied or otherwise do not conform to the contract, Nuur Cosmetics will bear reasonable return costs where required by law.

Where we provide a prepaid returns label, it should be used in accordance with the accompanying instructions.

7. Refunds Following Statutory Cancellation

Where you validly cancel an eligible distance contract, we will refund the amounts required by applicable law.

This will normally include:

• the price paid for qualifying returned goods; and

• the cost of our least expensive standard delivery option where required by law.

If you selected a more expensive or expedited delivery method, we are not required to refund the additional amount above our standard delivery cost where the law permits.

We may withhold reimbursement until we receive the goods back or you provide evidence that they have been returned, whichever occurs first, where permitted by law.

Refunds will be made without undue delay and within the applicable statutory timeframe.

We will ordinarily use the same payment method used for the original purchase unless another method is expressly agreed.

8. Handling and Reduction in Value

For statutory cancellations that are not excluded on hygiene grounds, you may inspect goods in the same way that you reasonably could in a physical shop.

Where permitted by law, we may reduce a refund to reflect a loss in value caused by handling beyond what was reasonably necessary to establish the nature, characteristics and functioning of the goods.

This does not permit us to make arbitrary deductions.

9. Faulty, Damaged, Misdescribed or Incorrect Goods

Your statutory rights are separate from our voluntary return policy and our 120-Day Money-Back Guarantee.

Goods supplied by Nuur Cosmetics must meet the standards required by applicable consumer law.

If you believe an item:

• is faulty;

• arrived damaged;

• is not as described;

• is different from the product ordered;

• is missing from your order; or

• otherwise does not conform to the contract,

contact info@nuurcosmetic.com.

Please provide your order number and details of the problem.

We may reasonably ask for photographs, video, batch information, packaging photographs or other information necessary to understand and investigate the issue.

Requesting reasonable evidence does not remove or restrict your statutory rights.

Where required by law, appropriate remedies may include a refund, repair or replacement.

10. Products Damaged in Transit

Please contact us as soon as reasonably possible if a product arrives damaged.

Where practical, retain:

• the product;

• its packaging;

• the shipping label; and

• photographs showing the damage.

This assists us in investigating the matter with our fulfilment provider or carrier.

Failure to contact us immediately does not remove statutory rights that otherwise apply.

11. Incorrect or Incomplete Delivery Details

Customers are responsible for checking that the delivery information supplied at checkout is complete and accurate.

Once an order has entered fulfilment, we cannot guarantee that an address can be amended or a parcel intercepted.

Where an order is returned to us because of an incorrect or incomplete address supplied by the customer, refusal without a valid legal basis, failure to collect the parcel or another circumstance attributable to the recipient, we may deduct reasonable costs actually incurred where permitted by law.

Any statutory rights that apply will remain unaffected.

If you would like a returned order sent again, additional delivery costs may be payable.

12. Parcels Marked Delivered but Not Received

If tracking states that your parcel has been delivered but you cannot locate it, please contact us.

We may ask you to check:

• the delivery location recorded by the carrier;

• household members;

• safe places;

• neighbours;

• reception, concierge or mailroom facilities; and

• any photographic or GPS delivery information supplied by the carrier.

We may open an investigation with the carrier.

A carrier's "delivered" status is relevant evidence but will not automatically determine the outcome of a valid statutory claim.

Where the available evidence demonstrates that the parcel was correctly delivered to the address or recipient specified in the order, we may decline a voluntary replacement or refund where no statutory entitlement exists.

13. Delayed or Lost Parcels

A delay does not necessarily mean a parcel has been lost.

If an order has not arrived within the expected timeframe, contact us so that we can investigate.

We may reasonably allow the carrier an opportunity to investigate, but nothing in this policy permits us to delay a remedy beyond any timeframe required by applicable law.

14. International Orders

International customers may have mandatory consumer rights under the laws applicable in their country.

Nothing in this policy is intended to remove rights that cannot lawfully be excluded.

Unless otherwise stated at checkout or required by applicable law, customers are responsible for import VAT, customs duties, clearance charges and other charges imposed by authorities or third-party carriers in the destination country.

Amounts paid directly to customs authorities, carriers or other third parties cannot ordinarily be refunded by Nuur Cosmetics because those amounts were not paid to us.

15. Refused, Unclaimed or Customs-Returned International Parcels

Where an international parcel is returned because:

• import charges were not paid;

• the parcel was refused;

• the parcel was not collected;

• the customer failed to provide information reasonably required by customs or the carrier; or

• delivery failed for another reason attributable to the recipient,

we may deduct reasonable and non-refundable costs actually incurred as a direct result where permitted by law.

These may include outbound delivery costs, return-to-sender charges and carrier fees.

A refund, where due, may be processed after the parcel has been returned to us or our fulfilment provider and its condition has been confirmed.

Any mandatory consumer rights remain unaffected.

16. Exchanges

We do not ordinarily provide direct change-of-mind exchanges.

Where appropriate, you may return an eligible product in accordance with this policy and place a new order.

Where an item is faulty or incorrectly supplied, we may provide a replacement where appropriate and consistent with your statutory rights.

Nuur Lash 120-Day Money-Back Guarantee

17. What the Guarantee Is

The Nuur Lash 120-Day Money-Back Guarantee is a voluntary satisfaction guarantee provided by Nuur Cosmetics in addition to your statutory consumer rights.

It is intended to give an eligible first-time Nuur Lash customer sufficient time to use the serum consistently and assess their results.

The guarantee is not a promise that every individual will achieve a particular degree of lash growth.

Individual results vary.

The guarantee applies only to products and offers on which the 120-Day Money-Back Guarantee was expressly advertised at the time of purchase.

Nothing in this guarantee limits or replaces your statutory rights.

18. Eligibility for the 120-Day Guarantee

Unless the relevant offer expressly states otherwise, you must satisfy all of the following conditions:

• you are the original purchaser;

• you are a first-time Nuur Lash customer;

• the qualifying product was purchased directly from https://nuurcosmetic.com;

• you used Nuur Lash in accordance with its directions;

• you used it consistently once daily for at least 12 consecutive weeks;

• you submit your claim within 120 days of delivery;

• you provide valid proof of purchase;

• you provide reasonable evidence allowing us to assess the claim; and

• the information supplied with your claim is truthful and complete.

You are never required to continue using the product if you experience irritation, sensitivity or another circumstance where continued use would be inappropriate.

Where use genuinely had to stop for a product-related reason, contact us promptly so that we can consider the circumstances fairly.

19. Evidence for a Guarantee Claim

Because the guarantee relates to visible lash results, we may reasonably ask for:

• a clear photograph showing your lashes before beginning Nuur Lash, or taken as close to the beginning of use as reasonably possible; and

• a photograph showing your lashes after approximately 12 weeks of consistent use.

For a meaningful comparison, photographs should, where reasonably possible:

• show the same eye area;

• use a similar angle;

• use similar lighting;

• be taken without mascara, strip lashes or lash extensions that prevent comparison; and

• not be materially digitally altered.

We may ask for additional reasonable information if the evidence supplied is insufficient to verify eligibility.

We will not require irrelevant or disproportionate evidence.

20. What the 120-Day Guarantee Refunds

For a qualifying standalone Nuur Lash purchase, an approved claim covers the amount actually paid for the qualifying Nuur Lash purchase after discounts.

Where the qualifying purchase contains multiple bottles of Nuur Lash, we may require remaining unopened and unused bottles to be returned before refunding the value attributable to those unused bottles.

The purpose of the guarantee is to allow a genuine first-time customer to trial Nuur Lash for the recommended period, not to provide unrestricted use of multiple bottles followed by a refund.

Where Nuur Lash was purchased as part of a bundle containing another product, such as the Lash Transformation Duo, the 120-Day Money-Back Guarantee applies to the Nuur Lash serum component unless the relevant offer expressly states that the entire bundle is covered.

Any refund for a bundle will be calculated by reference to the amount reasonably attributable to the qualifying Nuur Lash serum after any bundle or promotional discount has been taken into account.

The guarantee does not ordinarily refund:

• premium delivery upgrades;

• return postage not authorised by us;

• customs duties;

• import taxes;

• third-party carrier charges; or

• other amounts not attributable to the qualifying Nuur Lash purchase,

unless otherwise required by law.

A customer will never receive more under the guarantee than the amount actually paid for the qualifying purchase.

21. Guarantee Restrictions

Unless expressly stated otherwise, the 120-Day Money-Back Guarantee:

• is limited to one approved guarantee claim per customer;

• is personal to the original purchaser;

• cannot be transferred;

• cannot be exchanged for additional cash or credit beyond the qualifying refund;

• cannot be combined with another refund for the same loss;

• does not apply to products obtained without payment;

• does not apply to products purchased from an unauthorised third-party seller; and

• does not apply where the guarantee was not advertised as applying to the relevant product or offer.

Where multiple bottles are purchased in one transaction, the existence of multiple units does not create multiple separate 120-Day Guarantee claims.

Nothing in this section restricts statutory rights relating to an individual product that is faulty, misdescribed or otherwise does not conform to the contract.

22. Ineligible, Duplicate or Abusive Guarantee Claims

We may reject a voluntary 120-Day Guarantee claim where we reasonably determine that:

• the eligibility conditions were not satisfied;

• the minimum usage period was not completed without a legitimate reason;

• the evidence supplied cannot reasonably verify the claim;

• evidence has been materially manipulated;

• information provided is false or materially misleading;

• the qualifying product has already been refunded;

• a duplicate claim has been submitted;

• the product was not purchased through an eligible sales channel; or

• there is reasonable evidence of deliberate abuse or fraud.

We may request additional reasonable information before reaching a decision.

Nothing in this section allows us to refuse a statutory remedy merely because the conditions of the voluntary guarantee have not been satisfied.

23. Bundles, Discounts and Promotional Purchases

Purchasing a product with a discount code or during a promotion does not remove any statutory consumer rights.

Where a refund is calculated in relation to part of a bundle, set or discounted purchase, the refund may be based on the amount reasonably attributable to that product after discounts have been allocated.

Where a promotional gift was conditional on maintaining a particular order value and a voluntary return results in that condition no longer being satisfied, we may require the unused promotional gift to be returned or account for its clearly disclosed value when calculating a voluntary refund where lawful.

This does not affect statutory refund entitlements.

24. Gift Cards

Gift cards and other stored-value products are subject to any specific terms supplied with them.

Nothing in those terms or this policy restricts statutory rights that apply.

25. Refund Abuse and Fraud

We reserve the right to reasonably investigate refund, replacement and guarantee requests where there are grounds to suspect fraud or material abuse.

Examples may include:

• submitting the same claim more than once;

• seeking reimbursement through multiple routes for the same loss;

• returning a different product from the one supplied;

• deliberately supplying false delivery information;

• providing falsified or materially manipulated evidence;

• falsely claiming that goods were not received; or

• systematically exploiting voluntary refund or promotional policies.

Where fraud or material abuse is reasonably established, we may refuse a voluntary refund, replacement or guarantee claim.

Where permitted by applicable law, we may provide relevant information to payment providers, carriers, fulfilment partners or other parties where reasonably necessary to investigate or defend a claim.

Nothing in this section removes a valid statutory right.

26. Chargebacks and Payment Disputes

We encourage customers to contact us before raising a payment dispute so that we have an opportunity to investigate and resolve the matter.

Where a chargeback or payment dispute is raised, Nuur Cosmetics may contest it where we reasonably believe that the transaction was legitimate and the order was properly fulfilled.

We may provide the payment provider or card issuer with information reasonably relevant to the dispute, including:

• proof of purchase;

• delivery information;

• carrier tracking;

• customer correspondence;

• refund records; and

• other relevant evidence.

Raising a chargeback does not, by itself, determine the underlying contractual rights of either party.

We will not seek to retain both payment and a chargeback reimbursement where this would result in double recovery.

Nothing in this policy prevents a customer from exercising rights available through their card issuer, payment provider or applicable law.

27. Processing Refunds

Once we have confirmed that a refund is due, it will be processed without undue delay and within any timeframe required by applicable law.

Refunds will ordinarily be made to the original payment method unless another method is expressly agreed.

After a refund has been issued by Nuur Cosmetics, any additional processing time imposed by your bank, card issuer or payment provider is outside our control.

28. Unauthorised Returns

Please contact us before returning products so that we can provide the correct return address and instructions.

Products sent to an incorrect location or without sufficient information to identify the relevant order may experience processing delays.

Where a customer is exercising a statutory right, a return will not be rejected merely because prior approval was not obtained where the customer has otherwise complied with applicable legal requirements.

For purely voluntary returns, we may require compliance with the return procedure set out in this policy.

29. Purchases From Other Retailers or Marketplaces

This policy applies to purchases made directly from Nuur Cosmetics through https://nuurcosmetic.com unless expressly stated otherwise.

If you purchased a Nuur Cosmetics product from another retailer, marketplace or authorised stockist, your contract of sale will ordinarily be with that seller.

You should therefore normally contact the seller through whom the purchase was made regarding returns and refunds.

Any statutory rights you have against the relevant seller remain unaffected.

30. Changes to This Policy

We may update this policy from time to time.

Any changes will apply from the date the revised policy is published.

We will not retrospectively remove statutory rights or a voluntary guarantee that formed part of an order already accepted by us.

Where the terms of a particular promotion or guarantee offered at the time of purchase were more favourable than a later version of this policy, the applicable terms communicated at the time of purchase will continue to apply to that purchase where required.

31. Contact Us

For returns, refunds, damaged products, delivery issues or 120-Day Money-Back Guarantee claims, contact:

NUUR COSMETICS LTD

Office 14292
182–184 High Street North
East Ham
London
E6 2JA
United Kingdom

Email: info@nuurcosmetic.com

Website: https://nuurcosmetic.com

Please contact us before sending a product return so that we can provide the appropriate return address and instructions.