At Nuur Cosmetics, we want every customer to feel confident in their purchase. This policy sets out your rights to returns, refunds, and cancellations in line with UK consumer law and international 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 items back
Return shipping costs are the customer’s responsibility, unless the item is faulty or incorrect
⚠️ Important: For hygiene reasons, we cannot accept returns of opened or used cosmetic products. Sale items, promotional items, and gift cards are non-refundable.
We’ll confirm eligibility and provide the return address
Unauthorised or unsolicited returns will not be accepted
3. Exchanges
We do not offer direct exchanges. If you wish to replace an item, please complete the return process for your original order and place a new order for your preferred product.
4. Damaged, Defective, or Incorrect Items
Please check your order as soon as it arrives. If your product is damaged, defective, or incorrect:
Contact us immediately with clear photos
We will arrange a replacement, exchange, or full refund at no additional cost to you
5. Refunds
Once your return is received and inspected:
We’ll email you to confirm approval or rejection
Approved refunds will be processed to your original payment method within 10 business days
Bank processing times may add an extra 3–5 business days
If more than 15 business days have passed since approval and you haven’t received your refund, 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 exercise this right:
Notify us in writing within 14 days of receiving your order
Return the product in its original condition within 14 days of cancellation notice
We will refund you within 14 days of receiving the return
7. International Returns
We do accept international returns, however:
Return shipping times vary depending on location
Customs duties, import taxes, and original shipping fees are non-refundable
We stand behind our products and want you to see real results with Nuur Lash. If you don’t notice visible lash improvements after consistent use, you may qualify for our results-based refund guarantee.
I’ve always wanted to have long lashes but I’m too sceptical when it comes to products on my face, especially around my eyes. I ordered this in January. It arrived later than I expected but since then I’ve used it almost every night. I like that it doesn’t sting even when I use too much which gets in my eyes sometimes. I’ve had no side effects and great results so far. It thickened my lashes and I think they look longer, I forgot to take a photo before but the first photo is 1 week after I started and the second is now.
It can get really sticky and impossible to separate lashes if you put on too much. Some days it gives me the best eyelashes of my life and I get compliments and others it looks so much like mascara that I just want to wash it off.
