REFUND & RETURNS POLICY
REFUND & RETURNS POLICY
At Nurelia, your satisfaction is our priority. This policy explains your rights and how to return a product purchased from trynurelia.com. It does not affect your statutory rights under UK law.
1. Our 30-Day Money-Back Guarantee
We stand behind our products. If you're not completely satisfied with your purchase, you may request a refund within 30 days of delivery. To qualify, simply contact us at support@trynurelia.com with your order number and the reason for your request. This guarantee applies even to opened products, so you can try Nurelia with confidence.
2. Your Right to Cancel (Consumer Contracts Regulations 2013)
For online purchases, you have the legal right to cancel your order within 14 days of receiving the goods, without giving a reason. Please note that, for health and hygiene reasons, food supplements that have been unsealed or opened after delivery are exempt from this statutory right of return. Sealed, unopened products may be returned under this right.
3. How to Start a Return
To begin a return or refund:
- Email support@trynurelia.com within the applicable time frame, including your order number.
- We'll review your request and, if approved, send return instructions and confirm the return address.
- Please do not send items back before receiving confirmation from us.
Return address: Nurelia Ltd, 12 Kingsfield House, 35 Carmine Street, London, EC2A 4QP, United Kingdom
4. Condition of Returned Items
Where a physical return is required, items should be returned in a reasonable condition. Sealed, unopened products in their original packaging qualify for a full product refund. For our 30-day guarantee, we may ask you to return the remaining product.
5. Refunds
Once we receive and inspect your return (where applicable), or approve your guarantee request, we will process your refund to your original payment method within 5–10 business days. The time it takes for the funds to appear depends on your bank or card provider. Original shipping charges are non-refundable unless the item was faulty or incorrect.
6. Faulty, Damaged or Incorrect Items
Under the Consumer Rights Act 2015, if your item arrives faulty, damaged, or not as described, you are entitled to a replacement or full refund, including any delivery costs. Please contact us within 14 days of delivery with a photo of the issue and your order number, and we'll put it right at no cost to you.
7. Return Shipping Costs
Unless the item is faulty, damaged, or incorrect, you are responsible for the cost of return postage. We recommend using a tracked service, as we cannot be held responsible for items lost in return transit.
8. Non-Returnable Items
The following cannot be returned (except where faulty): opened or used products returned outside our 30-day guarantee, gift cards, and any item not purchased directly from trynurelia.com.
9. Late or Missing Refunds
If you haven't received a refund after the stated period, please first check with your bank or card provider, then contact us at support@trynurelia.com and we'll help resolve it.
10. Contact
Nurelia Ltd Email: support@trynurelia.com Address: 12 Kingsfield House, 35 Carmine Street, London, EC2A 4QP, United Kingdom