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 used both the serum and mascara for around 6 months and my lashes have never looked better!! I used to pull so many of them out when I used waterproof drugstore mascaras. The lash serum grew them back and they got longer 😍and I don’t have to rub them off cause this mascara comes off so easy. Very happy🥰
I’ve been buying the serum every 3-4 months. If you stick with it it actually works but it takes time. I’d recommend stocking up cause sometimes they delay delivery and I’m left shaking the bottle hoping for something to come out lol
