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RETURN POLICY

 

Return & Refund Policy

Last Updated: September 15, 2025

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.

2. How to Request a Return

To start a return:

  • Email info@nuurcosmetic.com with your order number and reason for return

  • 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

8. 120-Day Lash Satisfaction Guarantee – Nuur Lash

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.

Eligibility Requirements:

  • First-time customer purchasing directly from www.nuurcosmetics.com

  • Product used once daily for at least 12 consecutive weeks

  • Submit before-and-after photos (date-stamped), along with proof of purchase

  • Request must be submitted within 120 days of delivery

Refunds under this guarantee:

  • Apply to the product cost only (excludes shipping)

  • Are limited to one claim per household

  • Are not valid on bundles, discounted items, promotions, or gift cards

  • May be rejected if the claim is incomplete or unverifiable

This policy ensures fairness while protecting against misuse.

9. Contact Us

If you have any questions or wish to make a return request:
📧 info@nuurcosmetic.com

We aim to respond to all queries within 1–2 business days.

Thank you for choosing Nuur Cosmetics. Your trust means everything to us.

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