Refund policy

1. Eligibility for Returns

Customers may request a return within 7 days of delivery, subject to the conditions below.

To be eligible for a return:

• The item must be unused, unopened, and in its original packaging
• The product must be in the same condition as received
• Proof of purchase (order confirmation or receipt) must be provided

2. Non-Returnable Items

For hygiene and safety reasons, the following items cannot be returned:

• Opened or used skincare and cosmetic products
• Products with tampered or broken seals
• Sale or promotional items (unless defective)

3. Damaged, Defective, or Incorrect Items

If you receive a damaged, defective, or incorrect item, please contact us so we can make it right.

·       For visible damage or an incorrect item, notify us within 48 hours of delivery.

·       For a manufacturing defect that appears later, notify us as soon as it is discovered, in line with your rights under UAE consumer protection law.

To help us process your claim quickly, please:

·       Provide clear photos or videos of the product and packaging

·       Retain the original packaging for inspection

Once verified, you may choose either a replacement or a full refund. Nurtin will cover all associated shipping costs for verified damaged, defective, or incorrect items.

4. Return Process

To initiate a return, customers must:

1. Contact our customer support team at support@nurtin.com
2. Provide:
• Order number
• Reason for return
• Supporting images (if applicable)

Once approved:

• You will receive return instructions
• Items must be shipped back within the specified timeframe

5. Return Shipping

• If the return is due to an error by Nurtin (defective, damaged, or incorrect item), Nurtin covers all shipping costs — including the original outbound shipping charge, which will be refunded in full.
• If the return is for any other reason (e.g. change of mind), return shipping is borne by the customer, and the original outbound shipping charge is non-refundable.

6. Refunds

Once the returned item is received and inspected:

·       Refunds are processed to the original payment method

·       Processing time: 5–10 business days

Deductions (change-of-mind returns only)
For returns that are not due to a Nurtin error, refunds may be reduced by:

·       The original shipping cost, where it was previously waived under a free-shipping offer

·       The value of any damage or missing components caused after delivery

These deductions do not apply to damaged, defective, or incorrect items, which are refunded in full.

7. Cash on Delivery (COD) Orders

• COD orders that are accepted and later returned will follow the standard return process
• Refunds for COD orders will be processed via:
• Bank transfer, or
• Store credit (at Nurtin’s discretion)

8. Refused Deliveries

If a customer refuses delivery:

·       The order will be returned to our warehouse

·       For non-defective orders, Nurtin may deduct the shipping and handling costs incurred from any refund

·       Repeated refused deliveries may affect eligibility for future Cash on Delivery orders

This does not apply where delivery is refused because the item is visibly damaged or incorrect.

9. Exchanges

• Exchanges are only permitted for:
• Defective or damaged items
• Incorrect items delivered

10. Contact Us

For all return and refund inquiries, please contact:

Email: support@nurtin.com