Refund & Exchange Policy:
1. The customer received the wrong product :
* If the wrong product is delivered, nūra will arrange a pickup at no additional cost to the customer.
* Once the incorrect product is received and verified, we will dispatch the correct product or issue a refund within 7 working days.
Note: All complaints must be reported within 7 days of delivery to allow proper verification and resolution.
Important: Due to the personal-care nature of our products, opened, unsealed, or used products cannot be returned or exchanged for hygiene and safety reasons.
2. The customer receives a damaged , leaking or defective product l:
* If your product arrives damaged, leaking, or defective, please contact us within 7 days of delivery.
* Customers are strongly advised to record a continuous unboxing video showing the unopened delivery package before opening it. This video may be required as proof for damaged or defective products.
* Please provide clear photographs and/or video evidence of the product, packaging, and shipping parcel when submitting your complaint.
* If the issue is verified by our team, nūra will arrange a replacement or refund, depending on the nature of the issue and product availability.
* For verified damaged, leaking, defective, or incorrectly delivered orders, nūra will cover the applicable return shipping cost.
Important: Claims without sufficient photographic/video evidence may not be eligible for a replacement or refund.
HOW TO SUBMIT A COMPLAINT
All complaints must be submitted to:
Email: nuraofficial.pk@gmail.com
Whatsapp: +923238006054
Please include:
* Your order number
* A clear description of the issue
* Clear pictures/videos of the product
* Clear pictures of the outer packaging and shipping parcel
* Any other relevant proof that may help us assess the issue.
Once the complaint has been reviewed and verified by our team, nūra will proceed with the applicable replacement, exchange, or refund.