RETURN POLICY
Returns & Refund Policy
Last Updated: July 1, 2025
At Nuur Cosmetics, we want you to love every item you purchase. However, if something isn’t right, this policy outlines your right to return, exchange, or cancel your order in accordance with UK consumer law and global e-commerce standards.
1. Returns Eligibility
- Items must be returned within 14 days of receipt.
- Products must be unused, unopened, and in their original packaging.
- Due to hygiene reasons, we cannot accept returns of opened or used cosmetics.
- Sale items and gift cards are non-refundable.
2. How to Request a Return
Please email info@nuurcosmetic.com with your order number and reason for return to request a Return Authorisation. We will:
- Confirm your eligibility
- Provide a return shipping label and return address
- Outline any additional steps
Important: Do not send items back without contacting us first. Unauthorised returns will not be accepted.
3. Exchanges
If you'd like to exchange an item:
- Follow the return steps above
- Once your return is approved, place a new order for the desired item
This ensures faster processing and guarantees stock availability.
4. Damaged, Defective or Incorrect Items
Inspect your order upon arrival. If you receive a damaged, faulty, or incorrect item, contact us immediately with photos. We will offer a:
- Replacement
- Exchange
- Full refund (as applicable)
5. Refunds
Once your return is received and inspected:
- You will be notified by email
- Approved returns will be refunded to your original payment method within 10 business days
- Bank processing may take an additional 3–5 business days
If 15 business days have passed and you’ve not received your refund, please contact us at info@nuurcosmetic.com.
6. Cooling-Off Period (EU & UK Consumers)
Under UK and EU consumer regulations, you have the right to cancel your online order within 14 days of delivery without providing a reason. To exercise this right:
- Notify us in writing (email) within 14 days of receiving your item
- Return the item in original condition within 14 days of cancellation
- We will process your refund within 14 days of receiving the returned goods.
7. International Returns
- We accept returns from outside the UK
- Return shipping times may vary depending on your location
- Customs duties and import taxes are non-refundable
8. 12-Week Lash Satisfaction Guarantee – Nuur Lash
We want you to feel confident investing in your lash care routine. That’s why we offer a results-based satisfaction guarantee on first-time purchases of Nuur Lash made through our official website.
If, after using Nuur Lash once daily for a full 12 weeks as directed, you do not notice any visible improvement in the appearance of your natural lashes, you may be eligible for a refund of the product cost.
To qualify for the guarantee, please ensure the following:
- You are a first-time customer purchasing Nuur Lash from www.nuurcosmetics.com
- You have used the product consistently once per day for at least 12 consecutive weeks
- You provide clear, date-stamped photos of your lashes taken before starting the product and after 12 weeks of use
- You submit your request within 120 days of receiving your order
- You include your order number and proof of purchase in your email
To request a refund under this guarantee, please contact our team at info@nuurcosmetic.com. We aim to review and respond to all requests within 3–5 business days.
Approved refunds will be issued to your original payment method within 10 business days. Please note, shipping costs are non-refundable.
Important: This guarantee only applies to Nuur Lash and is limited to one claim per household. We reserve the right to deny refund requests that do not meet the stated criteria or where evidence provided is incomplete or unclear. This offer does not apply to bundles, discounted items, gift cards, or promotional giveaways.
9. Contact Us
Have questions about returns or need help? 📧 info@nuurcosmetic.com
Thank you for shopping with Nuur Cosmetics.