Refund policy
Nura — Customer Service
Returns & Refunds
Not satisfied with your order? You can return unopened products within 30 days, and you always have your 14-day statutory right of withdrawal. Read below to find out exactly how it works.
01
Cancelling Your Order
Would you like to cancel your order? You can do so as long as your order has not been shipped yet. Send us a message as soon as possible via info@nurabiolabs.com with your name and order number, or use our cancellation page. We will process your cancellation as quickly as possible.
Has your order already been shipped? In that case, we can no longer intercept the shipment and the order itself can no longer be cancelled. Your statutory right of withdrawal still applies: you can refuse the parcel upon delivery or return it within 14 days of receipt. Read below to see how that works.
02
Right of Withdrawal & 30-Day Returns
You have a 14-day statutory reflection period starting from the moment you receive your order. Within this period, you may withdraw from your purchase without giving any reason.
At Nura, we give you extra time on top of that: you can return unopened products up to 30 days after delivery, provided the product remains unopened and in its original condition as delivered.
Initiate a return via info@nurabiolabs.com. Please do not send anything back before we have confirmed your request — unfortunately, we cannot process returns without prior approval.
Copy the message below and fill in your details:
Message:
Hello Nura,
I would like to request a return for the order below.
Order Number: [Order Number]
Product(s): [Product Name]
Reason: [Changed my mind / Product unopened / Other]
The product is unopened and in its original condition.
Thank you.
Does your situation not fit neatly into the above? Simply send us a message and we'll see what's possible together.
03
Return Shipping Costs
Return shipping costs are always the customer's responsibility — with one exception. Approved returns are sent to our returns facility in Germany. We will provide the correct return address once your return request has been approved.
Did you receive a damaged, defective, or incorrect product? In that case, we will cover all additional costs. See section 04 for details.
04
Damaged or Defective Product
If your order arrives damaged, has a visible defect, or does not match what you ordered, please let us know as soon as possible. Send a photo and your order number to info@nurabiolabs.com — we will arrange a replacement or full refund, free of charge to you.
A fault in our product is our responsibility.
05
Non-Returnable Products
Opened products and gift cards are not eligible for return or refund. Products marked as Final Sale at the time of purchase are also excluded.
06
Refunds
Once your return is received and inspected, we will process your refund to the original payment method. Please allow up to 10 business days for the amount to appear in your account — most refunds arrive sooner, but processing times vary by bank.
As soon as we have processed the refund on our end, you will receive a confirmation email.