Return & Refund Policy

Last Updated: [15 September 2023]

Thank you for choosing Nūr & Co LTD. We want to ensure your satisfaction with our products and services. Please take a moment to review our Returns and Refunds Policy.

1. Return Period

We offer a 30-day money-back guarantee, starting from the date of delivery. To be eligible for a return, the product must be in its original condition and packaging. Additionally, please retain your receipt or proof of purchase.

2. Return Procedure

Before returning a product, please contact our customer care team to initiate the return process. Once authorised, send the items to the following address:

Nūr & Co LTD 143 Neckinger Estate Spa Road London, SE16 3QG United Kingdom.

Please note that you are responsible for covering the shipping costs for returning your item, as shipping costs are non-refundable. We recommend using a trackable shipping service or purchasing shipping insurance to ensure safe delivery.

3. Exchanges (if applicable)

We facilitate exchanges only for defective or damaged items. If you need to exchange a defective or damaged product for the same item, please contact us via email at customercare@nurmelts.com. We will provide you with further instructions.

4. Faulty or Damaged Items

If you believe you have received damaged or faulty items, please contact our customer care team promptly. Provide your order number and images of the damaged items for assessment. Depending on the situation, we may require the return of the items for evaluation, and in such cases, we will provide you with a returns label.

5. Parcel Not Arriving

If your parcel does not arrive within the expected delivery timeframe, please wait for 10 days from the scheduled delivery date before making a claim. During this time, we recommend checking the tracking information for any updates. If your parcel still has not arrived after this waiting period, please contact our customer care team, providing your order number.

6. Late or Missing Refunds (if applicable)

If you haven't received a refund yet, please follow these steps:

Check your bank account to ensure the refund has not been processed but may not yet be visible.

Contact your credit card company, as it may take some time before your refund is officially posted.

Contact your bank, keeping in mind that processing times vary.

If you've completed all the above steps and still have not received your refund, please reach out to us at customercare@nurmelts.com for assistance.

7. Missed the 30-Day Returns Period

While we recommend inspecting your items within 14 days of delivery to allow for timely returns processing, if you decide to return items after this period, please be aware that a partial refund may be considered at our discretion, depending on the condition of the returned product.

We value your satisfaction and strive to provide exceptional customer service. If you have any questions or concerns, please don't hesitate to contact us at customercare@nurmelts.com.