Returns & Refunds
Returns made clear.
We want you to feel confident when shopping with NUREVYA. This policy explains your rights when cancelling an eligible online purchase, returning an item or reporting a product that is faulty, damaged, incorrect or not as described.
Change-of-Mind Cancellations
For most eligible online purchases, you may notify us that you wish to cancel your order within 14 days of receiving the goods. You do not need to provide a reason.
After notifying us of your decision to cancel, you normally have a further 14 days to return the item.
Certain products may be excluded from the right to cancel where permitted by law, including some sealed goods that are not suitable for return for health protection or hygiene reasons once the seal has been broken.
How to Request a Return or Cancellation
To request a return or cancellation, please contact us at nurevyaofficial@gmail.com and include your order number and the item you wish to return.
You may use the Model Cancellation Form at the bottom of this page, although you are not required to use it.
Please contact us before sending any item back so that we can provide the appropriate return instructions and return address.
Return Condition
You may inspect an item in the same way you reasonably would in a physical shop to establish its nature, characteristics and functioning.
Please take reasonable care of products while they are in your possession. If an item has been handled beyond what is reasonably necessary and this results in a reduction in its value, we may make an appropriate deduction from the refund where permitted by law.
Health & Hygiene Items
Certain products may be supplied sealed for health protection or hygiene reasons. Where a sealed product is not suitable for return for health or hygiene reasons, the right to cancel may no longer apply once the seal has been broken after delivery.
This exception does not affect your statutory rights if an item is faulty, damaged, incorrect, not as described or otherwise fails to meet applicable consumer law requirements.
Faulty, Damaged, Incorrect or Misdescribed Items
If your order arrives faulty, damaged, incorrect or not as described, please contact us as soon as possible at nurevyaofficial@gmail.com, including your order number and details of the issue.
Where helpful, we may ask you to provide photographs or other information so that we can investigate the issue efficiently.
Under applicable UK consumer law, customers may have a short-term right to reject certain faulty goods within 30 days of receiving them. Other rights, including repair, replacement, price reduction or a further right to reject, may also apply depending on the circumstances.
Where goods are lawfully rejected because they are faulty or otherwise do not conform to the contract, NUREVYA will bear the reasonable costs of returning them, as required by law.
Your statutory rights are not affected by this policy.
Return Shipping Costs
For eligible change-of-mind returns, you are responsible for the direct cost of returning the item unless we have agreed otherwise or applicable law requires us to cover that cost.
If an item is faulty, damaged, incorrect or not as described, please contact us before arranging the return so that we can provide appropriate instructions. Where required by law, we will cover reasonable return costs.
Refunds
Once an eligible return has been received, or where applicable you provide satisfactory evidence that the goods have been sent back, we will process the refund without undue delay.
For eligible cancellations, the refund will include the amount paid for the returned goods and, where a delivery charge was originally paid, the cost of the standard delivery option.
If you chose a more expensive or expedited delivery service, any amount above the cost of the standard delivery option does not normally have to be refunded unless required by law.
Refunds will normally be made using the same payment method used for the original purchase unless another method is expressly agreed.
Where applicable, refunds will be made no later than 14 days after we receive the returned goods, or earlier where the law requires us to act upon satisfactory evidence that the goods have been returned.
Multiple-Item Orders
If you return only part of an order containing multiple products, any refund relating to delivery charges will be assessed in accordance with applicable law and the circumstances of the order.
Exchanges
We do not currently operate a standard exchange service.
If you would like a different product or variant, please contact us and we will advise you of the available options. In some cases, the simplest option may be to return the eligible item and place a new order.
Need Help?
If you have any questions about a cancellation, return or refund, please contact us at:
Please include your order number whenever possible so we can assist you more efficiently.
Your Statutory Rights
Nothing in this policy is intended to exclude, restrict or replace any rights you have under applicable UK consumer law.
For information about delivery, tracking and fulfilment, please see our Shipping Information page
Order number:
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Ordered on / received on:
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Name of consumer:
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Address of consumer:
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Signature of consumer:
(only required if this form is submitted on paper)
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Date:
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