Cancellation requests
Contact Customer Care as soon as possible. Cancellation is not guaranteed after supplier procurement or fulfilment has begun. NURIO will check whether supplier procurement, payment verification, preparation, or dispatch has begun. A request is not a confirmed cancellation until NURIO sends confirmation. If the supplier cannot fulfil an item, the item becomes unavailable, its price changes materially, or it fails procurement checks, NURIO may cancel it and initiate a refund.
Request period
Submit an eligible return request within 7 days of delivery. This period is a request window, not automatic approval. Customer Care will confirm eligibility and instructions.
Condition requirements
Unless the item was received damaged, defective, or incorrect, it should remain suitable for return review.
Unworn and unused
The product must not be worn, washed, altered, damaged, or used beyond a reasonable inspection.
Complete presentation
Return all tags, protective materials, authenticity cards, accessories, dust bags, and original product packaging supplied with the item.
Authorised return
Do not send an item before receiving instructions and a return reference from Customer Care.
Products that may not be returnable
For hygiene, safety, personalization, or supplier reasons, some items may be excluded where indicated or reasonably required. These may include opened beauty or grooming products, underwear, pierced jewellery, swimwear without an intact hygiene seal, personalised or altered products, and products marked final sale or non-returnable. A product received damaged, defective, or incorrect should still be reported promptly so it can be assessed separately.
Damaged, defective, or incorrect items
Document the issue
Keep the item, packaging, labels, and delivery materials and take clear photographs or video.
Contact Customer Care
Provide the order number and evidence promptly through the contact form.
Wait for instructions
NURIO will review the information and explain collection, return, replacement where operationally available, or refund options.
Refund review and timing
A refund is initiated only after the relevant cancellation is confirmed or the returned item is received and approved, as applicable. The configured processing estimate is 5–14 days after approval. Banks and payment providers may take additional time to display the credit. Refunds are made through the supported original payment route where possible; manual bank-transfer orders may require verified bank details. Delivery charges or external costs are refunded only where confirmed as applicable to the case.
Exchanges and order amendments
NURIO does not promise direct exchanges. Where a different size, colour, or product is required, Customer Care will explain the options supported for that order. A new order may be necessary and remains subject to supplier availability and current pricing.