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.
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.
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.
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.
