Eligibility for Returns
Customers may request a return within 7 days of delivery, subject to the conditions below.
To be eligible for a return:
The item must be unused, unopened, and in its original packaging
The product must be in the same condition as received
Proof of purchase (order confirmation or receipt) must be provided
Non-Returnable Items
For hygiene and safety reasons, the following items cannot be returned:
Opened or used skincare and cosmetic products
Products with tampered or broken seals
Sale or promotional items (unless defective)
Damaged, Defective, or Incorrect Items
If you receive a damaged, defective, or incorrect item, please contact us so we can make it right.
For visible damage or an incorrect item, notify us within 48 hours of delivery.
For a manufacturing defect that appears later, notify us as soon as it is discovered, in line with your rights under UAE consumer protection law.
To help us process your claim quickly, please:
Provide clear photos or videos of the product and packaging
Retain the original packaging for inspection
Once verified, you may choose either a replacement or a full refund. Nurtin will cover all associated shipping costs for verified damaged, defective, or incorrect items.
Return Process
To initiate a return, customers must:
Contact our customer support team at support@nurtin.com
Provide:
Order number
Reason for return
Supporting images (if applicable)
Once approved:
You will receive return instructions
Items must be shipped back within the specified timeframe
Return Shipping
If the return is due to an error by Nurtin (defective, damaged, or incorrect item), Nurtin covers all shipping costs — including the original outbound shipping charge, which will be refunded in full.
If the return is for any other reason (e.g. change of mind), return shipping is borne by the customer, and the original outbound shipping charge is non-refundable.
Refunds
Once the returned item is received and inspected:
Refunds are processed to the original payment method
Processing time: 5–10 business days
Deductions (change-of-mind returns only)
For returns that are not due to a Nurtin error, refunds may be reduced by:
The original shipping cost, where it was previously waived under a free-shipping offer
The value of any damage or missing components caused after delivery
These deductions do not apply to damaged, defective, or incorrect items, which are refunded in full.
Cash on Delivery (COD) Orders
COD orders that are accepted and later returned will follow the standard return process
Refunds for COD orders will be processed via:
Bank transfer, or
Store credit (at Nurtin’s discretion)
Refused Deliveries
If a customer refuses delivery:
The order will be returned to our warehouse
For non-defective orders, Nurtin may deduct the shipping and handling costs incurred from any refund
Repeated refused deliveries may affect eligibility for future Cash on Delivery orders
This does not apply where delivery is refused because the item is visibly damaged or incorrect.
Exchanges
Exchanges are only permitted for:
Defective or damaged items
Incorrect items delivered
Contact Us
For all return and refund inquiries, please contact:
Email: support@nurtin.com