Refund Policy

Our 60 Day Money Back Guarantee

We stand behind every bar of Nourela. If you have given the soap a fair try, using a full bar as directed, and you are not happier with how your skin feels, get in touch through our contact page and we will refund the purchase price of your first order. We recommend using it daily, as part of your normal washing routine, for the best results. Just include your order details and a brief note about your experience.

There is nothing to post back and no form to fill in. You keep the bar.

The 60 Day Money Back Guarantee is available on your first order and may be claimed once. We may ask for a little information about your experience to help us improve, and we reserve the right to decline a claim where usage appears inconsistent with the request (for example, where a bar is unopened or barely used).

If your situation falls between our two policies, for example you have used part of a bar but not all of it, just reach out through our contact page. We will review it individually and do our best to find a fair resolution.

Standard Returns

We have a 30 day return policy, which means you have 30 days after receiving your order to request a return. To be eligible, bars must be unopened, sealed and in their original packaging, and you will need your order number or proof of purchase.

Because Nourela is a personal care product applied directly to the skin, we are unable to accept opened or used bars back for hygiene and safety reasons. If you have already started using a bar, our 60 Day Money Back Guarantee is the route to use instead, and it does not require you to send anything back.

To start a return, get in touch through our contact page. If your return is approved, we will send you instructions on where to send your order. You are responsible for the cost of return shipping. Items must be returned to us before a refund is issued.

Items sent back to us without first requesting a return will not be accepted.

This policy is in addition to your statutory rights as a consumer and does not affect them.

Damaged or Incorrect Items

Please inspect your order on arrival and contact us straight away through our contact page if your order is damaged, the wrapping or seal is broken, or you have received the wrong item. Please include a photo of the issue within 14 days of delivery so we can review it quickly. We will look into it and make it right, usually with a replacement at no cost to you.

Exchanges

The fastest way to get what you want is to return the original order, and once the return is accepted, place a new one. We do not process direct exchanges.

Refunds

We will let you know once we have received and reviewed your refund request, and whether it has been approved. If approved, you will be refunded automatically to your original payment method within 10 business days. Delivery is free on every order, so there is nothing deducted from your refund for postage.

Please remember it can take some time for your bank or card issuer to process and post the refund. If more than 15 business days have passed since we approved your refund and you have not received it, please get in touch through our contact page.

Suitability and Skin Sensitivity

Nourela is a cosmetic cleansing bar, not a medicine, and it is not a substitute for professional advice. Every skin is different and we cannot promise a particular result for yours.

We recommend reading the full ingredients list before you buy, and patch testing on a small area of skin before first full use. Please speak to your doctor or a dermatologist first if you are pregnant, have a diagnosed skin condition, a known allergy to persimmon or other fruit extracts, or are using prescribed topical treatments. For external use only, and avoid contact with the eyes. If your skin reacts badly, stop using the bar and contact us through our contact page and we will help.

Reshipments and Replacements

Items provided as a replacement or reshipment at no additional charge are not themselves eligible for return, refund or exchange.

Free Gifts and Promotions

From time to time we offer complimentary gifts as a thank you. Each order is eligible for a maximum of one free item. If our system temporarily allows more than one to be added, only one will be honoured per order. Free and promotional items are not eligible for refund and have no cash value.

Questions

For any return or refund questions, reach out any time through our contact page. We reply within 24 hours, Monday to Friday.