Refund & Returns Policy

REFUND AND RETURNS POLICY

Last updated: 14 August 2026

We want you to be satisfied with your NUR GOODS purchase. This policy explains your cancellation, return, and refund rights. Nothing in this policy limits your rights under the Consumer Rights Act 2015, the Consumer Contracts Regulations 2013, or other applicable consumer law.

1. Thirty-day return policy

In addition to your statutory rights, you may request a return within 30 days of receiving your order.

To qualify for our extended return policy, the product must be unused, in the condition received, and returned with its original packaging, accessories, instructions, and proof of purchase.

To request a return, email Contact us with:

• Your name
• Your order number
• The product you wish to return
• The reason for the return
• Photographs where the product is damaged, faulty, or incorrect

Do not send a product back until we have provided return instructions and confirmed the correct return address. Our business correspondence address is not automatically our returns address.

1. Statutory cancellation rights

If you are a UK consumer purchasing online, you will normally have the right to cancel your order without giving a reason.

The cancellation period expires 14 days after the day on which you, or a person nominated by you other than the carrier, receives the goods.

If an order is delivered in separate packages, the cancellation period expires 14 days after receipt of the final package.

You must tell us clearly that you wish to cancel before the cancellation period expires. You can contact us at Contact us or use the cancellation form at the end of this policy.

After notifying us, you must normally return the goods within a further 14 days.

1. Return costs

If you cancel because you have changed your mind, you are responsible for the direct cost of returning the product unless we agree otherwise.

NUR GOODS will cover reasonable return costs where a product is faulty, damaged on arrival, incorrect, or not as described.

You are responsible for the returned product until it reaches the approved return destination. We recommend using a tracked delivery service and keeping proof of postage.

1. Refund timing

Where you exercise your statutory cancellation right, we will issue the required refund without undue delay and normally within 14 days after:

• We receive the returned goods; or
• You provide evidence that the goods have been sent back, if earlier

We may withhold the refund until the goods are returned or sufficient evidence of return is provided.

Refunds will normally be issued to the original payment method.

1. Delivery charges

Where required by law, we will refund the cost of the least expensive standard delivery method offered when the order was placed.

If you selected a premium or expedited delivery service, the additional delivery cost is not refundable unless the delivery service was not provided as agreed.

1. Deductions from refunds

You may inspect a product as you reasonably would in a physical shop.

We may make a lawful deduction where handling beyond what is necessary to establish the product’s nature, characteristics, or function has reduced its value.

Our extended 30-day return policy may require products to be unused and in their original condition after the statutory cancellation period has expired.

1. Faulty, damaged, incorrect, or misdescribed goods

Inspect your order as soon as reasonably possible after delivery.

Contact Contact us promptly if a product is:

• Faulty
• Damaged
• Unsafe
• Incorrect
• Missing components
• Not as described

Please provide your order number and photographs where appropriate. We will investigate and provide a repair, replacement, price reduction, or refund where required by law.

Your statutory rights for faulty or misdescribed goods are separate from the right to change your mind.

1. Return exceptions

The statutory right to cancel may not apply to certain products, including:

• Sealed goods unsuitable for return for health protection or hygiene reasons once unsealed
• Personalised or custom-made products
• Goods liable to deteriorate or expire rapidly
• Sealed audio, video, or software products once unsealed
• Digital content supplied with the customer’s prior consent and acknowledgement that cancellation rights will be lost
• Other products legally exempt from cancellation rights

A product described as non-returnable remains covered by your statutory rights if it is faulty, unsafe, or not as described.

1. Cosmetics and personal-care products

Unopened cosmetics and personal-care products may be returned where eligible.

For hygiene and safety reasons, opened or used cosmetics, personal-care products, and similar sealed hygiene products cannot normally be returned following a change of mind. This does not affect your rights if the product is faulty, unsafe, damaged, or not as described.

1. Exchanges

We do not guarantee direct exchanges. The quickest option is normally to return the original product and place a separate order for the replacement after the return is approved.

1. Order changes and cancellations before dispatch

Contact us immediately if you need to change or cancel an order.

We cannot guarantee changes after processing has started. If an order has already been dispatched, the normal cancellation and return procedure will apply.

1. Chargebacks

Please contact us before initiating a payment dispute so that we have a reasonable opportunity to investigate and resolve the matter.

This does not restrict any right you have to contact your bank, card provider, payment provider, or relevant authority.

1. Model cancellation form

Complete and send this form only if you wish to cancel your contract:

To: NUR GOODS, 241A Selbourne Road, Unit 5, Luton, England, LU4 8NP, United Kingdom
Email: Contact us

I hereby give notice that I cancel my contract for the sale of the following goods:

Products ordered:

Order number:

Order date:

Date received:

Customer name:

Customer address:

Customer signature, only if submitted on paper:

Date: