Refund policy
RETURN & REFUND POLICY
We want you to be satisfied with your purchase. Please read our Return & Refund Policy carefully before placing your order.
1. Returns
Unless otherwise required by applicable consumer law, we accept eligible returns requested within 14 days of delivery.
To request a return, please contact us at [YOUR EMAIL ADDRESS] and provide your order number and the reason for your return.
Please do not send any item back before contacting us and receiving return instructions.
Returned items must be in their original condition, unused, unworn, unwashed and, where applicable, in their original packaging.
We reserve the right to refuse a voluntary return if the returned item does not meet these conditions, except where the customer is exercising rights that cannot legally be excluded.
2. Return Shipping Costs
Unless the product is defective, damaged, incorrect, or applicable law requires otherwise, the customer is responsible for all return shipping costs.
Original shipping charges are non-refundable except where a refund of such charges is required by applicable law.
3. Returns Over €70
If the total value of the goods being returned exceeds €70 or the equivalent amount in the currency used for the purchase, the return must be sent using a trackable and insured shipping service.
The customer must retain the shipping receipt, tracking number and proof of shipment until the return has been received and the refund has been processed.
We strongly recommend using tracked shipping for all returns.
4. Sale, Discounted & Final Sale Items
Unless otherwise required by applicable law, products purchased on sale, at a discounted price, or expressly marked “Final Sale” are not eligible for voluntary returns, refunds or exchanges due to a change of mind.
This exclusion does not affect any mandatory consumer rights relating to defective, damaged, incorrectly supplied or misdescribed products.
Where applicable law provides a statutory cancellation or withdrawal right, including applicable rights of consumers in the United Kingdom, those statutory rights remain unaffected regardless of whether the product was purchased at a discounted price.
5. Damaged, Defective or Incorrect Items
If your item arrives damaged, defective, or materially different from what you ordered, please contact us as soon as reasonably possible at [YOUR EMAIL ADDRESS], including your order number and clear photographs or other reasonable evidence of the issue.
Where required by applicable consumer law, we will provide an appropriate remedy, which may include replacement, repair, refund, or reimbursement of reasonable return shipping costs.
Nothing in this policy limits or excludes consumer rights that cannot legally be excluded.
6. Refunds
Once we receive and inspect an eligible return, we will notify you of the outcome.
Approved refunds will be issued to the original payment method. Processing times may vary depending on your bank, card issuer or payment provider.
Where permitted by applicable law, we may withhold a refund until the returned goods have been received or sufficient proof of return has been provided.
7. United Kingdom Customers
If you are a consumer located in the United Kingdom and your purchase is covered by the statutory cancellation rules for distance contracts, you generally have the right to cancel your purchase within 14 days after receiving the goods, without giving a reason.
After notifying us of your cancellation, you generally have a further 14 days to return the goods.
Where required by UK law, we will also refund the cost of the least expensive standard delivery method offered for the original order.
You are responsible for the direct cost of returning the goods where we have informed you of this responsibility before purchase, except where applicable law requires us to bear the cost.
Your statutory rights are not affected by a product being discounted or on sale.
8. International Orders
Our products may be shipped internationally. Customers are responsible for providing a complete and accurate delivery address.
Any customs duties, import taxes or other charges associated with an international order will be handled in accordance with the terms disclosed at checkout and applicable law.
Please note that customs processing times are outside our control.
9. Exceptions
Certain products may not be eligible for voluntary return for hygiene, health, personalization or other reasons where permitted by applicable law. Any such restriction will be clearly stated on the relevant product page or before purchase.
10. Contact
For return or refund requests, please contact:
Nuraya
Email: support@nurayashop.online
Business Address: Lamey Straße 10
68165 Mannheim
Germany
