RETURN POLICY

Last Updated: 15 August 2026

At Nuur Cosmetics, we want customers to feel confident purchasing from us while maintaining fair and clear protections for both our customers and our business.

This Return & Refund Policy explains your rights when cancelling an order, returning a product, reporting a faulty or damaged item, or making a claim under any voluntary Nuur Cosmetics guarantee.

This policy applies to purchases made directly through https://nuurcosmetic.com unless otherwise stated.

Nothing in this policy limits or excludes any statutory rights that cannot lawfully be excluded.

1. UK Statutory Cancellation Right

If you are a UK consumer purchasing online, you generally have the legal right to cancel a qualifying order without giving a reason.

You must notify us that you wish to cancel within 14 days beginning on the day after you, or a person nominated by you other than the carrier, receives the goods.

To cancel, email:

info@nuurcosmetic.com

Please include your order number and clearly state that you wish to cancel your order.

You then have 14 days after notifying us of your cancellation to return the qualifying goods.

Your cancellation is not dependent on receiving prior approval from us, although contacting us before sending the goods allows us to provide the correct return instructions and helps avoid delays.

2. Hygiene-Sealed Cosmetic Products

For health protection and hygiene reasons, certain cosmetic products supplied by Nuur Cosmetics may be sealed.

Where a product:

• was supplied sealed;

• is not suitable for return due to health protection or hygiene reasons; and

• has been unsealed after delivery,

the statutory right to cancel may no longer apply where the legal conditions for the hygiene exemption are satisfied.

This is particularly relevant to products intended for use around the eyes, including lash products, where returning an opened product for resale would not be hygienically appropriate.

Opening the external shipping parcel does not itself prevent cancellation.

The relevant product seal or hygiene protection must remain intact for a hygiene-sensitive product to be eligible for a change-of-mind return.

This restriction does not affect your rights where a product is faulty, damaged, incorrectly supplied or not as described.

3. Our Additional 30-Day Return Policy

In addition to statutory cancellation rights, Nuur Cosmetics voluntarily allows eligible products to be returned within 30 days of delivery.

For returns made under this additional policy after the statutory cancellation period has ended, all of the following conditions must be satisfied:

• the product must be unused;

• the product must be unopened;

• any hygiene seal must remain intact;

• the product must be in its original packaging;

• the product must be in a condition suitable for resale;

• proof of purchase must be available; and

• the return request must be made within 30 days of delivery.

We reserve the right to refuse a voluntary return that does not meet these conditions.

This additional 30-day policy does not extend any statutory cancellation right beyond the period required by law.

Where a return is accepted solely under this voluntary policy and not because of a statutory right, original delivery charges are not refundable unless we expressly agree otherwise.

The customer is responsible for return postage.

4. How to Request a Return

Before returning an item, please email:

info@nuurcosmetic.com

Include:

• your full name;

• order number;

• product you wish to return; and

• reason for the return where applicable.

We will provide the appropriate return address and instructions.

Please do not return products to any address shown on packaging, invoices or the Site unless we have confirmed that it is the correct returns address.

Sending an item to an incorrect address may delay processing.

Where you are exercising a statutory cancellation right, failure to obtain prior authorisation does not remove that right. However, you remain responsible for returning the goods correctly and within the applicable timeframe.

5. Return Shipping

For change-of-mind returns, including qualifying statutory cancellations where permitted by law, the customer is responsible for the direct cost of returning the goods unless Nuur Cosmetics agrees otherwise.

We strongly recommend using a tracked postal service and retaining proof of postage.

Until the goods are returned to us, you may be required to provide evidence that the return was sent.

Nuur Cosmetics is not responsible for a return parcel that cannot be located where the customer cannot demonstrate that it was sent to the return address provided by us.

Where goods are being returned because they are faulty, damaged, misdescribed or incorrectly supplied, Nuur Cosmetics will bear reasonable return costs where required by law.

6. Condition of Returned Goods

You are responsible for taking reasonable care of products while they are in your possession.

For statutory returns that are not excluded on hygiene grounds, we may make any deduction from a refund permitted by law where the value of the goods has been reduced because they have been handled beyond what is reasonably necessary to establish their nature, characteristics and functioning.

For returns made solely under our voluntary 30-day policy, products must meet all eligibility requirements in section 3.

Products that are opened, used, unsealed, contaminated, materially damaged after delivery or otherwise unsuitable for resale will not qualify for a voluntary change-of-mind refund.

7. Refunds Following Statutory Cancellation

Where you validly exercise a statutory cancellation right, we will refund amounts required by applicable law.

This will ordinarily include:

• the purchase price of qualifying returned products; and

• the cost of our least expensive standard delivery method where the law requires this to be refunded.

If you selected a premium or expedited delivery service, we are not required to refund the additional cost above our least expensive standard delivery option.

We may withhold reimbursement until:

• we receive the goods back; or

• you provide evidence that you have returned them,

whichever occurs first, where permitted by law.

Refunds will be made without undue delay and within the timeframe required by applicable law.

Unless otherwise agreed, refunds will normally be made using the same payment method used for the original transaction.

8. Refunds Under Our Voluntary 30-Day Policy

Where a return is accepted solely under Nuur Cosmetics' voluntary 30-day return policy rather than a statutory cancellation right:

• the eligible product purchase price will be refunded;

• original delivery charges are not refundable unless otherwise agreed;

• return postage is the customer's responsibility; and

• any non-refundable costs properly disclosed at the time of purchase remain non-refundable.

Refunds will normally be issued to the original payment method.

9. Faulty, Damaged or Incorrect Products

Please inspect your order after delivery.

If you believe your product:

• arrived damaged;

• is defective;

• is not as described;

• is missing from the order; or

• is different from the product ordered,

contact us at info@nuurcosmetic.com.

Please provide your order number and information reasonably necessary for us to investigate the problem.

Depending on the issue, we may ask for:

• clear photographs;

• a short video;

• photographs of the outer packaging;

• batch or product information;

• photographs of the product itself; or

• confirmation of what was received.

These evidence requests help us investigate problems with products, packaging, fulfilment and carriers.

Requesting reasonable evidence does not restrict your statutory rights.

Where goods do not conform to the contract, remedies will be provided in accordance with applicable consumer law.

10. Reporting Transit Damage

Where practical, please notify us promptly after discovering that an item has been damaged in transit.

Keeping the product, shipping packaging and delivery label while we investigate may assist us in making a carrier claim.

We may request photographs of the parcel and damaged item.

Failure to contact us immediately does not remove statutory rights that you otherwise have.

11. Incorrect or Incomplete Delivery Addresses

Customers are responsible for checking that the delivery details submitted at checkout are complete and accurate.

Once an order has entered fulfilment, we cannot guarantee that an address can be amended or that a parcel can be intercepted.

Where an order is returned because:

• an incorrect or incomplete address was supplied;

• the recipient could not be identified at the address;

• the parcel was not collected;

• delivery was refused without a valid legal basis; or

• the customer otherwise prevented successful delivery,

we may deduct reasonable and non-refundable costs actually incurred as a direct result where permitted by law.

Any remaining refund will normally be processed after the parcel has been returned to us or our fulfilment provider and its condition has been confirmed.

If you would like the order sent again, additional shipping costs may be payable.

Nothing in this section affects rights that cannot lawfully be excluded.

12. Parcels Marked Delivered but Not Received

If carrier tracking records your parcel as delivered but you cannot locate it, please contact us as soon as reasonably possible.

Before contacting us, we recommend checking:

• the delivery location shown by the carrier;

• safe places around the property;

• household members;

• neighbours where appropriate; and

• any concierge, reception or mailroom available at the address.

We may investigate the delivery with the carrier and may request information reasonably necessary to establish what occurred.

This can include confirming the delivery address or providing information required for a carrier investigation.

A tracking status of "delivered" will be considered relevant evidence but will not automatically determine the outcome of a valid legal claim.

Where evidence indicates that the parcel was correctly delivered to the address or recipient specified in the order, we may reject a voluntary replacement or refund request where no statutory entitlement exists.

13. Lost Parcels

A parcel being delayed does not necessarily mean it has been lost.

Where an order has not arrived within the expected timeframe, please contact us so that we can investigate with the carrier.

We may ask customers to allow the carrier's reasonable investigation process to take place before providing a voluntary replacement or refund.

Nothing in this section allows us to delay a refund or remedy beyond any timeframe required by applicable consumer law.

14. International Orders

International returns are accepted where required by applicable law or where they qualify under this policy.

Unless otherwise required by law:

• the customer is responsible for international return postage for change-of-mind returns;

• Nuur Cosmetics does not reimburse customs duties or import taxes paid directly to foreign authorities;

• carrier brokerage or handling charges paid to third parties are not refundable by Nuur Cosmetics; and

• customers are responsible for complying with applicable return-export or customs requirements.

Where we are legally required to refund a particular amount, that legal requirement will take priority.

15. Refused, Unclaimed or Customs-Returned International Parcels

International customers are responsible for any import duties, import VAT, customs charges or carrier fees imposed in their destination country unless checkout expressly states that these charges are included.

If an international parcel is:

• refused;

• abandoned;

• not collected;

• returned because customs charges were not paid;

• returned because the customer failed to cooperate with customs or the carrier; or

• otherwise returned for reasons attributable to the recipient,

we may deduct from any refund the reasonable non-refundable costs actually incurred as a direct result, to the extent permitted by applicable law.

These may include outbound shipping costs, return-to-sender charges and carrier charges imposed on Nuur Cosmetics.

A refund, where due, may be processed after the parcel has been returned to us or our fulfilment partner and inspected.

We are not responsible for customs duties or taxes paid directly to foreign authorities and cannot refund amounts that were never paid to Nuur Cosmetics.

16. Exchanges

We do not ordinarily offer direct product exchanges.

If you wish to purchase a different product, you should return the eligible original product in accordance with this policy and place a separate order.

Where a product was supplied incorrectly or is faulty, we may offer a replacement where appropriate and permitted by law.

17. Nuur Lash 120-Day Money-Back Guarantee

The Nuur Lash 120-Day Money-Back Guarantee is a voluntary satisfaction guarantee offered by Nuur Cosmetics in addition to your statutory consumer rights.

It is designed to allow qualifying customers who have genuinely and consistently used Nuur Lash as directed an opportunity to request a refund where they have not experienced visible lash improvement.

The guarantee applies only where it is expressly advertised as applying to the product purchased.

It does not replace or restrict your statutory rights.

18. Eligibility for the 120-Day Guarantee

Unless expressly stated otherwise at the time of purchase, a claim must satisfy all of the following requirements:

• you must be the original purchaser;

• you must be a first-time Nuur Lash customer;

• the qualifying Nuur Lash product must have been purchased directly from https://nuurcosmetic.com;

• the product must have been used consistently in accordance with its directions;

• it must have been used once daily for at least 12 consecutive weeks, unless use had to stop for a legitimate product-related reason;

• the claim must be submitted no later than 120 days after delivery;

• valid proof of purchase must be provided;

• reasonable photographic evidence demonstrating your starting point and result must be supplied;

• the evidence must be capable of being reasonably verified; and

• the information supplied in support of the claim must be truthful and complete.

The guarantee does not require a customer to continue using a product where they experience irritation or another reason for which continued use would be inappropriate.

19. Photographic Evidence for Guarantee Claims

To allow us to fairly assess a results-based guarantee claim, customers claiming under the 120-Day Guarantee should provide:

• a clear photograph of their lashes taken before beginning use, or as close to the start of use as reasonably possible; and

• a clear photograph taken after completing at least 12 consecutive weeks of consistent use.

Photographs should, as far as reasonably possible:

• show the same eye area;

• be taken from a similar angle;

• use similar lighting;

• be free from mascara, strip lashes, lash extensions or other products that materially prevent comparison; and

• not be digitally altered in a way that prevents reasonable assessment.

We may request additional information where submitted photographs are insufficient to reasonably verify a claim.

We will not require evidence that is disproportionate or irrelevant to determining eligibility.

20. What the 120-Day Guarantee Covers

Unless expressly stated otherwise with the applicable offer, an approved claim covers the amount actually paid for one qualifying Nuur Lash serum.

The guarantee does not ordinarily refund:

• premium delivery upgrades;

• return postage;

• customs duties;

• import taxes;

• third-party carrier fees; or

• other amounts not paid for the qualifying product itself,

unless otherwise required by law.

Where Nuur Lash was purchased as part of a bundle, set or promotion that expressly included the 120-Day Guarantee, any refund will be calculated by reference to the amount reasonably attributable to the qualifying Nuur Lash product after discounts have been taken into account.

The customer is not entitled to receive more than the amount actually paid in respect of the qualifying product.

21. Guarantee Restrictions

Unless expressly stated otherwise, the 120-Day Guarantee:

• is limited to one approved claim per customer;

• is personal to the original purchaser;

• cannot be transferred;

• cannot be exchanged for store credit or cash beyond the qualifying refund;

• cannot be combined with another refund for the same product;

• does not cover products obtained without payment;

• does not cover products purchased from unauthorised third-party sellers; and

• does not apply where the guarantee was not advertised as applying to the relevant product or offer.

Where several qualifying products were purchased in the same transaction, the guarantee does not automatically entitle the customer to refunds for multiple units unless expressly stated otherwise.

This restriction does not affect statutory rights where any individual product is faulty or otherwise does not conform to the contract.

22. Ineligible or Abusive Guarantee Claims

We may reject a voluntary guarantee claim where we reasonably determine that:

• the eligibility conditions were not met;

• the required minimum usage period was not completed without a legitimate reason;

• the evidence provided cannot reasonably verify the claim;

• submitted evidence has been materially manipulated;

• information supplied is false or misleading;

• the same product has already been refunded;

• a duplicate claim has been submitted;

• the product was not purchased from an eligible sales channel; or

• there is reasonable evidence of deliberate abuse or fraud.

We may ask for further reasonable information before reaching a decision.

Nothing in this section permits us to reject a statutory remedy merely because a voluntary guarantee condition was not satisfied.

23. Bundles, Discounts and Promotional Purchases

Purchasing a product using a discount code or during a sale does not remove any statutory consumer rights.

For voluntary change-of-mind returns after statutory cancellation rights have expired, any special conditions clearly disclosed as part of the offer may apply.

Where part of a bundle is returned and the return is accepted, any refund may be calculated by reference to the price reasonably attributable to the returned product after bundle or promotional discounts are accounted for.

If a promotional gift was conditional on retaining a particular order value and a voluntary return causes that condition no longer to be satisfied, we may require the unused promotional gift to be returned or deduct its clearly disclosed value from a voluntary refund where lawful.

This does not affect statutory refund entitlements.

24. Gift Cards

Gift cards and other stored-value products are subject to any specific terms provided with them.

Nothing in this policy restricts any statutory rights that apply.

25. Refund Abuse, Duplicate Claims and Fraud

We reserve the right to investigate refund, replacement and guarantee requests where there are reasonable grounds to suspect fraud or material abuse.

Examples include:

• submitting the same claim more than once;

• seeking refunds through multiple routes for the same loss;

• returning a different product from the one supplied;

• deliberately providing false delivery information;

• submitting falsified or materially manipulated evidence;

• falsely claiming that goods were not received; or

• systematically exploiting voluntary refund or promotional policies.

Where fraud or material abuse is reasonably established, we may refuse a voluntary refund, replacement or guarantee claim.

We may also provide relevant evidence to payment providers, carriers or other parties where reasonably necessary to investigate or defend a claim and where permitted by applicable data protection law.

Nothing in this section removes a valid statutory right.

26. Chargebacks and Payment Disputes

We encourage customers to contact us before raising a payment dispute so that we have the opportunity to investigate and resolve the issue.

Where a chargeback or payment dispute is raised, Nuur Cosmetics may contest it where we reasonably believe the transaction was legitimate and the order was properly fulfilled.

We may provide the payment provider or card issuer with relevant information including:

• proof of purchase;

• delivery information;

• carrier tracking;

• customer correspondence;

• refund records; and

• other evidence reasonably relevant to the dispute.

A customer raising a chargeback does not automatically determine the underlying contractual rights of either party.

We will not seek to retain both a chargeback reimbursement and payment for the same amount where this would result in double recovery.

Nothing in this policy prevents a customer from exercising rights available through their card issuer, payment provider or applicable law.

27. Processing Refunds

Once we have confirmed that a refund is due, it will be processed without undue delay and within any timeframe required by applicable law.

Refunds will ordinarily be made to the original payment method unless another method is expressly agreed.

After a refund has been issued by Nuur Cosmetics, additional processing time imposed by your bank, card issuer or payment provider is outside our control.

28. Unauthorised Returns

Please contact us before returning products so that we can provide the correct return address and instructions.

Where a product is sent to an incorrect location or without sufficient information to identify the order, processing may be delayed.

Where a customer is exercising a statutory right, an unauthorised return will not be rejected merely because prior approval was not obtained if the customer has otherwise complied with applicable legal requirements.

For purely voluntary returns, we reserve the right to require compliance with our stated return procedure.

29. Purchases From Other Retailers

This policy applies only to purchases made directly from Nuur Cosmetics through https://nuurcosmetic.com unless expressly stated otherwise.

If you purchased a Nuur Cosmetics product from another retailer, marketplace or authorised stockist, you should ordinarily contact that seller regarding returns and refunds because your purchase contract is with them.

Your statutory rights against the relevant seller remain unaffected.

30. Changes to This Policy

We may update this policy from time to time.

Changes will apply from the date the updated policy is published and will not retrospectively remove rights or voluntary guarantees that formed part of an order already accepted.

31. Contact Us

For returns, refunds, damaged products or guarantee claims, contact:

Nuur Cosmetic Ltd

Office 14292, 192-184 High Street North, East Ham, London, E9 2JA

Email: info@nuurcosmetic.com

Website: https://nuurcosmetic.com