RETURN POLICY

Return Policy

Last Updated: July 12, 2025

At Nuur Cosmetics, we want you to feel confident in every purchase. If something isn’t quite right, here’s how we handle returns, refunds, and cancellations in line with UK consumer law and global e-commerce standards.

1. Standard Returns – 30 Days

You may return eligible items within 30 days of receiving your order.

To qualify:

Items must be unused, unopened, and in original packaging
You must contact us for authorisation before sending anything back
Return shipping is the customer’s responsibility unless the item is faulty or incorrect

Important: Due to hygiene reasons, we do not accept returns of opened or used cosmetic products. Sale items and gift cards are non-refundable.

2. How to Request a Return

To initiate a return:

Email info@nuurcosmetic.com with your order number and reason for return
We’ll confirm eligibility and provide the return address
Unauthorised returns will not be accepted

3. Exchanges

We do not offer direct exchanges. Please follow the return process above and place a new order for the item you’d like.

4. Damaged, Defective, or Incorrect Items

Please inspect your order upon delivery. If your item is damaged, defective, or incorrect:

Contact us immediately with photos
We will offer a replacement, exchange, or full refund, depending on the issue

5. Refunds

Once your return is received and inspected:

We’ll notify you of approval or rejection
Approved refunds will be issued to your original payment method within 10 business days
Bank processing times may add 3–5 additional days

If more than 15 business days have passed since your refund approval, please contact us.

6. UK & EU Cooling-Off Period (14 Days)

If you are in the UK or EU, you have a legal right to cancel your order within 14 days of delivery without needing to give a reason.

To use this right:

Notify us in writing within 14 days of receiving your item
Return the product in original condition within 14 days of cancellation notice

We will refund you within 14 days of receiving the return.

7. International Returns

We accept international returns:

Return shipping times vary by location
Customs duties and import taxes are non-refundable

8. 120-Day Lash Satisfaction Guarantee – Nuur Lash

We’re confident in Nuur Lash—but if you aren’t seeing visible improvements after 12 weeks of daily use, we offer a results-based refund.

To qualify:

First-time customer purchasing from www.nuurcosmetics.com
Used the product once daily for at least 12 consecutive weeks
Submit before and after photos (date-stamped), plus order confirmation
Submit your request within 120 days of delivery
Email info@nuurcosmetic.com

Refunds under this guarantee apply to the product cost only (excludes shipping). Limit one claim per household. Not valid on bundles, promotions, gift cards, or discounted items. We reserve the right to reject incomplete or unclear claims.

9. Contact Us

📧 info@nuurcosmetic.com
We aim to respond to all return queries within 1–2 business days.

Thank you for shopping with Nuur Cosmetics!

The lash serum I’ll always use

Finally found something to stick with😍

Best mascara I own

In love with the mascara, however I have forgotten to use the serum so I can’t speak for that yet.

Very pleased

It’s a very nice mascara, curls my lashes well and I notice less lashes falling in the sink when I take my make up off. I’m noticing great results with the serum too, my lashes are fuller even after 1 month of use.

Favourite mascara and serum

It’s my second order for the same stuff. I use the mascara everyday, it’s different from when you first open it and when it starts to dry down. I prefer it later because it’s too messy at the beginning. I love the way it makes my eyelashes look and the closest I can compare it to is the westman atelier mascara. That was my favourite until I tried this. As per the serum, it has grown my eyelashes nicely hence why I keep on buying it.

If I could give 10 stars I would

I’m impressed with Nuur Lash. It’s grown my lashes and I finally have messy long lashes, which is something I never thought I could have. The photos are taken 3 months apart as I started it in May.