Refund policy
Returns
We hope you love your NŪRA piece. If you change your mind, eligible items may be returned within 14 days from the date your order is delivered.
To be eligible for a return, the item must be unworn, unused, unaltered and in its original condition, with all original packaging and any tags or protective materials intact.
Items that show signs of wear, damage, alteration, misuse, exposure to cosmetics, perfume, chemicals or improper handling may be refused.
Return requests submitted more than 14 days after confirmed delivery will not be accepted, except where otherwise required by applicable law.
Return Authorization
All returns must be approved by NŪRA before being shipped back.
To request a return, please contact us at Nuraofficiel@gmail.com with your order number and reason for the return.
Items returned without prior authorization may not be accepted.
Return Shipping
For voluntary returns, including change-of-mind returns, all return shipping costs are the responsibility of the customer.
Original shipping charges, if any, are non-refundable except where required by applicable law.
We strongly recommend using a tracked shipping service. NŪRA is not responsible for return packages lost or damaged while being transported back to us.
If NŪRA provided the wrong item, or where applicable law otherwise requires us to cover return costs, the above customer-paid return shipping rule will not apply.
Refunds
Once your return has been received, it will be inspected to ensure that it meets our return conditions.
If approved, your refund will be issued to the original payment method. Processing times may vary depending on your financial institution.
NŪRA reserves the right to refuse a voluntary return that does not comply with this policy, subject always to rights provided by applicable law.
Non-Returnable Items
For hygiene reasons, earrings and other pierced jewelry are final sale and cannot be returned or exchanged once their hygienic seal or protective packaging has been opened or removed, except where required by applicable law.
The following are also final sale unless otherwise required by applicable law:
- Gift cards;
- Personalized or custom-made pieces;
- Items marked “Final Sale” at the time of purchase.
Damaged, Defective or Incorrect Items
Please inspect your order upon delivery.
If your item arrives damaged, defective, or you receive an incorrect item, contact us at Nuraofficiel@gmail.com as soon as reasonably possible and include your order number, a description of the issue and clear photographs of the item and packaging.
We may request additional information reasonably necessary to assess the claim.
Nothing in this policy limits any legal warranty or other mandatory consumer right available under applicable law.
Lost, Missing or Stolen Packages
If tracking indicates that your package has not been delivered or you believe it has been lost in transit, please contact us so that we can review the shipment and, where appropriate, initiate an investigation with the carrier.
If tracking indicates that a package was delivered but you report that it was not received, NŪRA may request information reasonably necessary to investigate the claim, including confirmation of the delivery address, communication with the carrier, or other supporting documentation.
Where reasonably necessary to investigate suspected theft or fraud, we may ask you to provide a police report or incident/report number, subject to applicable law.
Submitting a claim does not automatically guarantee a refund or replacement. Each claim will be reviewed based on the available information, carrier records and applicable law.
We reserve the right to reject fraudulent claims and to provide relevant information concerning suspected fraud to payment processors, carriers or competent authorities where permitted by law.
Order and Address Accuracy
Customers are responsible for providing a complete and accurate shipping address at checkout.
Please contact us immediately if you notice an error. Once an order has entered fulfillment or has been shipped, we may not be able to modify its shipping information.
Any rights available to you under applicable consumer protection legislation remain unaffected.
Exchanges
We do not currently offer direct exchanges.
If you wish to purchase another piece, you may return an eligible item according to this policy and place a new order separately.
Fair Use & Fraud Prevention
NŪRA reserves the right to investigate unusual or potentially fraudulent return, refund or delivery claims and may request reasonable supporting documentation before resolving a claim.
We may restrict voluntary returns in cases involving abuse of this policy, subject to applicable law.
Consumer Rights
This Return & Refund Policy is intended to supplement, and does not replace or restrict, any mandatory rights available to consumers under applicable law.
For Québec consumers in particular, certain rights relating to online purchases and legal warranties apply regardless of a merchant's voluntary return policy.