Terms of service
GENERAL TERMS AND CONDITIONS
Terms of Sale
Last updated: 17 September 2026
These General Terms and Conditions (“Terms”) govern purchases made through the online store operated under the name Nuraya.
1. Seller Information and Scope
1.1 Seller
The seller and contractual partner is:
Niloufar Rajabi
Trading as Nuraya
Lameystraße 10
68165 Mannheim
Germany
Email: support@nurayashop.online
Hereinafter referred to as the “Seller”, “Nuraya”, “we”, “us” or “our”.
1.2 Application
These Terms apply to contracts for the purchase and delivery of goods offered through our online store.
A “Customer” means any person or business placing an order through the online store.
A “Consumer” means an individual purchasing goods primarily for personal, family or household purposes and not primarily for commercial or professional purposes.
1.3 Sales Markets
Our current international delivery markets may include:
United States, Canada, United Kingdom, Australia and Malaysia.
We currently do not offer delivery to consumers in the European Union or European Economic Area unless a destination is expressly made available at checkout.
Availability of a country or region at checkout does not override any mandatory law applicable to a transaction.
1.4 Mandatory Consumer Rights
Nothing in these Terms excludes, limits or modifies any consumer right or remedy that cannot legally be excluded under the laws applicable to the Customer.
Where mandatory consumer law in the Customer’s country, state or province provides greater protection than these Terms, the mandatory law shall prevail.
2. Conclusion of the Contract
2.1 Product Listings
Product descriptions and displays in our online store do not generally constitute a legally binding offer by the Seller. They invite the Customer to submit an order.
2.2 Placing an Order
The Customer may select products, place them in the shopping cart and proceed through the electronic checkout process.
Before submitting the order, the Customer is given an opportunity to review and, where technically available, correct the information entered, including selected products, quantities, delivery details and other order information.
By clicking the button that completes the order, the Customer submits a binding offer to purchase the products contained in the order.
2.3 Acceptance
The Seller may accept the Customer’s offer within five days after the order is submitted by:
- sending an express order acceptance or confirmation;
- dispatching the goods;
- sending a shipping confirmation; or
- requesting or capturing payment where that action constitutes acceptance under the selected payment process.
The contract is concluded when the first applicable acceptance event occurs.
An automatically generated acknowledgement stating only that we have received the order does not necessarily constitute acceptance unless it expressly states otherwise.
If we do not accept the order within the applicable acceptance period, the Customer is no longer bound by the offer.
2.4 Order Errors
Customers must ensure that the information submitted during checkout is accurate.
If a Customer notices an error after submitting an order, the Customer should contact:
as soon as possible.
We will make reasonable efforts to correct the information before fulfillment or shipment where technically and operationally possible.
2.5 Contract Confirmation
Following conclusion of the contract, relevant order and contract information will be provided electronically, for example by email, in a form that can be saved by the Customer where required by applicable law.
2.6 Contract Language
The primary language of these Terms is English.
Where mandatory local law requires contractual information or prescribed disclosures to be made available in another language, the applicable legally required language version must also be made available.
3. Prices and Payment
3.1 Prices
The product prices displayed in the online store are the prices applicable to the selected market at the time the order is placed.
Shipping charges, where applicable, will be shown separately before completion of the order.
3.2 Taxes
Taxes that the Seller is legally required to calculate, collect or remit at the point of sale will be handled in accordance with applicable law and, where applicable, displayed during checkout.
Nothing in these Terms transfers to the Customer a tax obligation that applicable law places on the Seller.
3.3 Payment Methods
Available payment methods are displayed during checkout.
Payment methods may be provided by third-party payment processors such as Shopify Payments, PayPal or other payment providers where enabled in our store.
The terms and privacy practices of the selected payment provider may also apply.
3.4 Payment Authorization
The Customer must provide complete and accurate payment information.
We may refuse or cancel an order where payment cannot be authorized, where fraud is reasonably suspected, or where the transaction cannot legally be completed.
Any mandatory consumer refund rights remain unaffected.
3.5 Currency Conversion
If the Customer pays in a currency different from the currency used by their bank or payment provider, that provider may charge currency conversion or foreign transaction fees.
Such fees are determined by the Customer’s financial institution or payment provider and are not controlled by Nuraya.
4. Customs, Import Taxes and Duties
4.1 International Shipments
Orders may be shipped internationally and may cross customs borders.
Depending on the destination, an order may be subject to:
- customs duties;
- import taxes;
- import VAT or GST;
- customs processing charges;
- brokerage fees; or
- other government or carrier charges.
4.2 Charges Collected by Nuraya
Where applicable law requires Nuraya to collect a tax, VAT, GST or similar charge at the point of sale, Nuraya will handle that obligation as required by law.
4.3 Charges Payable on Import
Where applicable law permits import duties or other import-related charges to be collected from the recipient rather than the Seller, and those charges have not already been collected at checkout, the Customer may be responsible for those charges.
Where reasonably possible, relevant information will be provided before purchase.
4.4 Mandatory Rules Prevail
Nothing in this section makes the Customer responsible for a tax, duty or charge that applicable law requires the Seller to collect, remit or bear.
5. Fulfillment, Delivery and Shipping
5.1 Fulfillment Partners
Nuraya may use third-party fulfillment, warehousing, logistics and shipping providers.
Products may be dispatched from a fulfillment location located outside the Customer’s country.
The Customer agrees that information reasonably necessary to fulfill and deliver an order may be provided to the relevant fulfillment and shipping providers in accordance with our Privacy Policy.
5.2 Delivery Address
Goods will be delivered to the delivery address provided by the Customer during checkout.
The Customer is responsible for ensuring that the delivery address and contact details are complete and accurate.
5.3 Delivery Estimates
Estimated processing and delivery times may be displayed on the website, product page, shipping page or during checkout.
Unless expressly agreed otherwise, delivery times displayed as estimates are not guaranteed delivery dates.
However, nothing in this section limits any statutory right the Customer may have where delivery is delayed beyond a period permitted by applicable law.
5.4 Delays
International deliveries may be affected by customs processing, carrier delays, severe weather, local disruptions or other circumstances outside our reasonable control.
Where applicable law requires us to inform the Customer of a delay or provide the option to cancel an order, we will comply with those requirements.
For U.S. orders, shipping commitments are also subject to applicable U.S. requirements concerning advertised or promised shipment times. The FTC states that if no shipment time is promised, its Mail, Internet, or Telephone Order Merchandise Rule generally uses a 30-day shipping period.
5.5 Failed Delivery Caused by the Customer
Where delivery fails because of circumstances attributable to the Customer, such as:
- an incorrect or incomplete delivery address;
- repeated failure to accept delivery;
- failure to collect a parcel; or
- other Customer-caused delivery failure,
the Customer may be responsible for reasonable additional costs resulting from the failed delivery, to the extent permitted by applicable law.
5.6 Risk of Loss
For Consumer purchases, the risk of accidental loss or damage generally remains with the Seller until the goods are delivered to the Customer or another person designated by the Customer, subject to mandatory applicable law.
Where the Customer independently appoints a carrier that was not offered by the Seller, different rules may apply where permitted by law.
5.7 Product Unavailability
If a product becomes unavailable after an order is placed and we cannot reasonably fulfill the order, we will inform the Customer and refund any payment received for the unavailable item.
This does not limit any additional rights available under mandatory law.
6. Returns and Change-of-Mind Returns
6.1 Mandatory Rights Remain Unaffected
This section governs our voluntary return policy.
It does not limit statutory rights relating to defective, damaged, unsafe, misdescribed, incorrectly supplied or otherwise non-conforming goods.
Special statutory cancellation rules for United Kingdom Consumers are set out separately below.
6.2 Voluntary 14-Day Return Policy
Unless an exclusion below applies, Customers may request a voluntary return within 14 days after delivery.
To request a return, contact:
and provide the order number and relevant return information.
The Customer should wait for return instructions before shipping the item because the applicable return facility may be different from our German business address.
This procedure does not prevent a Customer from exercising any statutory right in another legally valid manner.
6.3 Condition of Voluntary Returns
For a voluntary change-of-mind return, the item must generally be:
- unused;
- unworn;
- unwashed;
- undamaged;
- complete; and
- returned with its original packaging and accessories where reasonably applicable.
We may refuse a voluntary change-of-mind return where these conditions are not satisfied.
These conditions do not restrict rights relating to defective or non-conforming products that cannot legally be excluded.
6.4 Sale, Discounted and Final Sale Products
Unless applicable law requires otherwise, products purchased:
- at a discounted price;
- during a sale; or
- expressly marked “Final Sale”
are not eligible for voluntary return, refund or exchange solely because the Customer changed their mind.
This exclusion does not affect mandatory rights concerning defective, damaged, unsafe, incorrectly supplied or misdescribed goods.
It also does not remove any statutory cancellation right applicable to United Kingdom Consumers.
Australian consumer guarantees cannot be excluded merely because an item was sold at a discount or described as a sale item.
6.5 Return Shipping Costs
For voluntary change-of-mind returns, the Customer is responsible for the direct cost of returning the product.
Where a product is defective, damaged, materially different from the product ordered or incorrectly supplied, return or redelivery costs will be handled in accordance with applicable mandatory consumer law.
6.6 Returns Valued Above €70
For a voluntary return where the total value of the returned merchandise exceeds €70 or the equivalent amount in the purchase currency, the Customer must use a:
trackable and insured shipping service.
The Customer should retain:
- the shipping receipt;
- tracking number; and
- proof of shipment
until the return and refund have been completed.
For statutory returns or cancellation rights, including UK statutory cancellation rights, this tracking-and-insurance condition does not restrict or remove any mandatory right.
For statutory returns, we nevertheless strongly recommend using trackable shipping.
6.7 Return Address
The return address may vary depending on the Customer’s location and the applicable fulfillment arrangement.
Customers should therefore contact:
before sending a return.
Products should not automatically be returned to our Mannheim business address unless we instruct the Customer to do so.
6.8 Voluntary Return Refunds
Once an eligible voluntary return has been received and accepted, the refund will generally be issued to the original payment method.
Original outbound shipping costs are not refundable for voluntary change-of-mind returns unless:
- we expressly agree otherwise; or
- applicable law requires their refund.
Processing times after a refund has been issued may depend on the Customer’s bank or payment provider.
7. United Kingdom — Statutory Cancellation Rights
7.1 Right to Cancel
If the Customer is a Consumer in the United Kingdom and the purchase is subject to UK distance-selling cancellation rules, the Customer generally has the right to cancel the contract without giving a reason within 14 days after receiving the goods.
The UK Government confirms that online customers generally have 14 days after receiving goods to notify the trader of cancellation and a further 14 days to return the goods.
7.2 How to Cancel
The Customer may clearly communicate the decision to cancel by contacting:
Niloufar Rajabi – Nuraya
Lameystraße 10
68165 Mannheim
Germany
Email: support@nurayashop.online
The Customer does not need to provide a reason.
7.3 Return Period
After notifying us of cancellation, the Customer must return the goods within the applicable statutory period, generally within a further 14 days.
7.4 Return Shipping Costs
The Customer is responsible for the direct cost of returning goods following a UK statutory cancellation where the Customer has been properly informed of that responsibility before purchase and applicable law allows us to place that cost on the Customer.
This does not apply where mandatory law requires Nuraya to bear the cost.
7.5 Refund Following UK Cancellation
Where required by UK law, we will refund:
- the price paid for the returned goods; and
- the cost of the least expensive standard delivery method offered for the original order.
If the Customer selected a more expensive delivery method, the additional amount above our standard delivery option does not have to be refunded where permitted by law.
Refunds will be made within the applicable statutory period.
Where permitted, we may withhold reimbursement until:
- we have received the returned goods; or
- the Customer provides evidence that the goods have been returned,
whichever occurs first.
7.6 Handling of Goods
A UK Consumer may handle goods to the extent reasonably necessary to establish their nature, characteristics and functioning.
Where the value of the goods has been reduced because of handling beyond what would reasonably be permitted in a shop, we may make a deduction from the refund where permitted by UK law.
7.7 Sale Products
UK statutory cancellation rights are not removed merely because the item was sold at a discount or on sale.
7.8 Statutory Exceptions
The statutory cancellation right may not apply to certain categories of goods where UK law provides an exception, including certain personalized goods or certain sealed products that cannot appropriately be returned for health or hygiene reasons after the seal has been broken.
Any such exception will only be relied upon where it actually applies to the relevant product and transaction.
8. Defective, Damaged, Incorrect or Misdescribed Products
8.1 Contact Us
If a product arrives:
- defective;
- damaged;
- unsafe;
- materially different from its description;
- incorrect; or
- otherwise non-conforming,
the Customer should contact:
as soon as reasonably possible.
Providing photographs or other reasonable evidence can help us investigate the issue quickly, but failure to provide photographs does not remove any mandatory statutory right.
8.2 Available Remedies
Depending on the applicable law and circumstances, the Customer may be entitled to an appropriate remedy such as:
- repair;
- replacement;
- refund;
- cancellation; or
- reimbursement of applicable return or redelivery costs.
8.3 Australian Customers
Nothing in these Terms excludes the consumer guarantees available under the Australian Consumer Law.
Australian businesses cannot use store policies such as “no refunds” or “no refunds on sale items” to remove mandatory rights concerning faulty goods.
A voluntary change-of-mind policy may impose conditions, including excluding sale items, but those conditions cannot be applied to mandatory remedies for faulty products.
8.4 Canadian Customers
Nothing in these Terms excludes mandatory rights under applicable Canadian federal or provincial consumer law.
A general change of mind does not automatically require a merchant to accept a return across Canada, but defective goods and provincial consumer protections may create mandatory rights.
8.5 Malaysian Customers
Nothing in these Terms limits rights available under applicable Malaysian consumer protection law.
Where Malaysian law requires the Seller to bear redelivery or other costs in connection with goods that are materially different or defective, Nuraya will comply with that requirement. Malaysia's 2024 electronic trade regulations specifically address such redelivery costs.
8.6 United States Customers
Any mandatory rights available under applicable federal or state law remain unaffected.
Our voluntary return policy is separate from rights that may arise because a product is defective, misrepresented, undelivered or otherwise subject to a mandatory legal remedy.
9. Retention of Title
Where permitted by applicable law, ownership of the goods remains with the Seller until the purchase price has been paid in full.
For Consumer transactions, this provision does not alter statutory rules concerning risk of loss or delivery.
10. Liability
10.1 Unlimited Liability
Nothing in these Terms excludes or limits liability where such exclusion or limitation is prohibited by law.
In particular, under German law, the Seller remains liable without limitation where applicable for:
- intentional misconduct;
- gross negligence;
- death or personal injury caused intentionally or negligently;
- fraudulent concealment;
- guarantees expressly given by the Seller; and
- mandatory product liability.
10.2 Essential Contractual Obligations
Where German law applies and we negligently breach an essential contractual obligation, liability may, where legally permissible, be limited to loss that was reasonably foreseeable and typical for the type of contract.
An essential contractual obligation is an obligation whose performance is necessary for the proper performance of the contract and on which the Customer may ordinarily rely.
10.3 Mandatory Foreign Consumer Rights
The liability provisions above do not exclude, restrict or modify liability or remedies that cannot legally be excluded under mandatory consumer laws applicable in:
- the United Kingdom;
- Australia;
- Canada;
- the United States;
- Malaysia; or
- another applicable jurisdiction.
10.4 Fulfillment and Carriers
The use of third-party fulfillment providers or carriers does not remove any responsibility that applicable law places directly on Nuraya as the Seller.
11. Promotional Codes and Discounts
Where Nuraya offers promotional codes or discounts, any additional conditions displayed with the promotion also apply.
Unless otherwise stated:
- promotional codes must be entered before the order is completed;
- discounts cannot normally be applied retrospectively;
- promotional codes have no cash value;
- individual products may be excluded from a promotion; and
- promotional offers may have a specified expiry date.
Any promotional condition remains subject to mandatory consumer law.
12. Applicable Law
12.1 German Law
The contractual relationship between the Seller and Customer shall generally be governed by the laws of the Federal Republic of Germany, excluding the United Nations Convention on Contracts for the International Sale of Goods (CISG), to the extent legally permissible.
12.2 Consumers
For Consumers, the choice of German law does not deprive the Consumer of mandatory protections that cannot be excluded under the law that would otherwise apply to the Consumer, including mandatory consumer protection rules of the Consumer’s country, state or province where applicable.
12.3 Jurisdiction
For Consumers, statutory rules concerning jurisdiction and access to courts remain unaffected.
If the Customer is acting as an entrepreneur or business and an agreement on jurisdiction is legally permissible, the courts having jurisdiction for Mannheim, Germany may have jurisdiction.
13. Country-Specific Mandatory Rules
These Terms are intended to operate together with mandatory consumer protection laws in the markets in which Nuraya sells.
If a provision of these Terms conflicts with a mandatory consumer law that cannot legally be excluded, the mandatory legal provision shall apply to the extent of that conflict.
The remaining provisions shall continue to apply to the extent legally permissible.
14. Alternative Dispute Resolution
Unless Nuraya is legally required to participate in a particular dispute-resolution procedure, Nuraya is not obliged and does not voluntarily commit to participate in proceedings before a German consumer arbitration board.
This does not restrict any right of a Consumer to bring a claim before a competent court or use another dispute-resolution mechanism available under mandatory applicable law.
German §36 VSBG contains information duties concerning participation in consumer dispute resolution, while businesses with ten or fewer employees at the end of the preceding year are exempt from the general information duty in §36(1)(1). Separate obligations may arise after an unresolved consumer dispute under §37 VSBG.
15. Changes to These Terms
The Terms applicable to an order are the Terms in effect when that order is placed.
We may update these Terms for future transactions where our business model, services, delivery markets or applicable laws change.
Changes will not retroactively alter an existing contract unless permitted by law and agreed where required.
16. Contact
For questions concerning an order, return, refund, complaint or these Terms, please contact:
Niloufar Rajabi
Trading as Nuraya
Lameystraße 10
68165 Mannheim
Germany
Email: support@nurayashop.online
