Refund Policy

Order Modifications or Cancellation

After your order has been placed, you have 12 hours to contact our customer support team at info@nuralane.com to request order modifications, change of address, or a cancellation. After 12 hours, your order has already been placed in dispatch and can no longer be modified.

Damaged/incorrect Order
We try our best to ensure product quality and accuracy, but sometimes mistakes happen and we sincerely apologize in advance if/ when it happens. If either of these rare occurrences happen to you, please take a clear photo of the item(s) and email it to us within 7 days of reception of the items, along with your order number to: info@nuralane.com. Once we receive your email and verify the issue, we will get a replacement sent to you right away. Please note that if more than 7 days have lapsed since your order has been delivered, unfortunately we can't offer you a refund or exchange, even if the items are faulty or damaged.

Order Not Received
If your item has not arrived within 25 business days after you placed your order, please contact our support team at info@nuralane.com and we will promptly take care of you. Unfortunately, we cannot be responsible if a package is undeliverable because of missing, incomplete, or incorrect destination information. We do our best to avoid errors by verifying the shipping information with every customer in the order confirmation sent immediately after ordering. Costs to reship the package will be invoiced to the customer. We are also not responsible for failed deliveries due to the addressee not being home during the time of delivery. It you haven't received your order despite tracking being marked as "Delivered" please reach out to the carrier for assistance.

Customs Duties
Customs policies vary widely from country to country. Please contact your local customs office for any information about customs policies that apply in your country. We do not take any responsibility for any additional charges for customs clearance, import duties or local taxes and we have no control over what they may be. We are unable to reimburse any costs incurred in relation to those matters and do not accept any responsibility for delays as a result, regardless at the circumstances. If packages are undeliverable for any reason, including customer's refusal to pay duties, we are not responsible for return shipping costs or for retrieving merchandise and the order WILL NOT be eligible for a refund. The buyer assumes all responsibilities of claims made with the shipping carrier and all duties/fees incurred on the shipment.

Returns
Our policy lasts 14 days - If 14 days have gone by since your order has been delivered, unfortunately we can't offer you a refund or exchange. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be packed in its original packaging. Due to hygiene reasons, used items are not eligible for returns or refunds.

Sale items are not eligible for a return, exchange or credit note unless faulty. If you receive an item that is damaged or faulty, please contact  info@nuralane.com and our Customer Care team will be happy to assist you in repairing the faulty product. To complete your return, we require a receipt or proof of purchase. Please note that you will be responsible for paying for your own shipping costs for returning your item to our warehouse. Shipping costs are non-refundable.

 
Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)
If you haven't received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you have done all of this and you still have not received your refund yet, please contact us at info@nuralane.com.

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@nuralane.com. Depending on where you live, the time it may take for your exchanged product to reach you may vary.

Questions?
Customer service is our #1 priority and we will do whatever we can to take care of you. We greatly appreciate your consideration to do business with Nura Lane and please let us know if you have any questions. You can contact us at info@nuralane.com.