Refund policy
At NUUR, we are committed to delivering exceptional quality and service. If you are not entirely satisfied with your purchase, we’re here to ensure a smooth and transparent return experience.
🛍️ Eligibility for Returns
You may request a return within 14 calendar days of receiving your order.
To qualify for a return:
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The item must be unused, undamaged, and in original condition
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All original packaging, including branded boxes, pouches, and tags, must be included
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Earrings are non-returnable for hygiene and safety reasons, unless damaged or defective upon arrival
🔁 Return Procedure
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Email us at sales@nuur.co.za with:
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Your full name
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Order number
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Reason for return (with photos if applicable)
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Once your return is authorized, we will provide the return instructions and address.
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Pack the item securely and use a tracked courier service. NUUR is not responsible for lost or untracked returns.
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Upon receiving and inspecting your item, we will notify you of your refund status.
💳 Refund Details
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Approved refunds will be processed to your original payment method within 5–7 business days
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You will receive a confirmation email once the refund has been issued
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Shipping fees are non-refundable, unless the return is due to a fault on our side (e.g. incorrect or defective item)
❗ Damaged, Defective or Incorrect Items
If your order arrives damaged, faulty, or not as described, please notify us within 48 hours of delivery by emailing sales@nuur.co.za. Include:
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Photos clearly showing the issue
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A brief description
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Your order number
We will prioritize your case and offer a replacement or a full refund.
🔄 Exchanges
At this time, we do not offer direct exchanges. If you'd like a different item, please return your original purchase and place a new order separately.
📩 Need Assistance?
Our customer service team is here to help.
📧 Email: sales@nuur.co.za
⏱ Response Time: Within 24 hours (Mon–Fri, excluding public holidays)