Refund policy
Last updated: September 22, 2026
In short: you have 30 days from delivery to request a refund, and 90 days to request an exchange or a replacement. Unopened items in original packaging are eligible. Clothing can be tried on at home and returned unworn, unwashed, with its tags on. Damaged, defective or incorrect items are replaced or refunded at our cost. Refunds are issued to the original payment method within 5 business days of receiving your return.
1. Return window
- Refund: you may request a refund within 30 calendar days of the delivery date shown by the carrier.
- Exchange or replacement: you may request an exchange or a replacement within 90 calendar days of the delivery date, subject to availability.
Requests received after 90 days cannot be accepted, except where a product is defective and covered by a warranty. Damaged, defective or incorrect items are always handled at our cost — see Section 5, and the 30-day limit above does not apply to them.
2. Condition of returned items
To be eligible for a refund, items must be:
- Unused, unwashed and in the same condition you received them;
- In their original packaging, with any seals, wraps and tags intact;
- Complete, including any free gift or bonus item received with the order.
Clothing can be tried on at home. To be eligible, it must be unworn, unwashed, with its tags on.
Items that cannot be returned once opened
For health and hygiene reasons, the following cannot be returned once the seal is broken or the item has come into contact with skin:
- Nail polish, base coats, top coats and polish removers that have been opened;
- Creams, oils and other leave-on cosmetic products that have been opened;
- Razors, blades and replacement heads that have been removed from their protective packaging;
- Exfoliating gloves, brushes and other items applied directly to the skin, once used;
- Dietary supplements, once the seal is broken;
- Digital products, including e-books, which are non-refundable once the download link has been accessed.
This does not limit your rights if the item is defective, damaged in transit, or not what you ordered. See Section 5.
3. How to start a return
- Email contact@nurestia.com with the subject line "Return".
- Include your order number, the item(s) you wish to return, and the reason.
- If the item arrived damaged or incorrect, attach photographs of the item and the packaging.
- We reply within 1 business day with return instructions and the correct return address.
Do not ship anything back before contacting us. Returns sent without prior authorization, or to an address other than the one we provide, cannot be tracked, credited or refunded.
4. Who pays return shipping
| Situation | Return shipping | Original shipping refunded |
|---|---|---|
| You changed your mind | Paid by you | No |
| Wrong size (clothing) | Paid by you | No — we send you the new size |
| Item arrived damaged or defective | Paid by us | Yes |
| We sent the wrong item | Paid by us | Yes |
| Item never arrived | No return needed | Yes — full refund or reshipment |
We recommend a trackable shipping service for returns you pay for. We are not responsible for returns lost in transit that cannot be traced.
We do not charge restocking fees.
5. Damaged, defective or incorrect items
Inspect your order on delivery. If an item is damaged, defective or not what you ordered, contact us within 7 days of delivery with photographs. We will, at your choice, send a free replacement or issue a full refund including original shipping. You will not be asked to pay return shipping, and in many cases we will not ask you to send the item back at all.
6. Refunds
- Once your return is received and inspected, we email you to confirm approval or rejection.
- Approved refunds are issued to the original payment method within 5 business days of our receiving the item.
- Your bank or card issuer may take a further 5 to 10 business days to post the credit to your statement. This delay is outside our control.
- If a returned item does not meet the conditions in Section 2, we will contact you before taking any decision and can return the item to you at your cost.
Late or missing refunds: check your bank account again, then contact your card issuer, as posting times vary. If you have done both and still have not received it, email us and we will send you the refund confirmation reference.
7. Bundles, free gifts and promotional pricing
If you return part of a multi-item bundle or a "buy 2 get 1 free" offer, the refund is calculated on the price actually attributable to the returned item once the bundle discount is removed. If you keep a free gift that was conditional on the purchase, its retail value may be deducted from the refund. We will always show you this calculation before processing.
8. Order changes and cancellations
We aim to dispatch orders quickly, often within 24 hours. To change or cancel an order, email contact@nurestia.com with the subject line "Cancel my order", your full name and your order number, as soon as possible.
If the order has not yet been processed at the warehouse, we will cancel it and refund you in full. If it has already shipped, we cannot cancel it — but you may still return it under this policy once it arrives.
9. Incorrect shipping address
It is your responsibility to enter a complete and accurate shipping address. If a package is returned to us as undeliverable because of an incorrect or incomplete address, we will refund the order value less the outbound shipping cost, or reship at your cost.
10. Exchanges
Exchanges and replacements are available for 90 calendar days from the delivery date — three times longer than the refund window — subject to availability.
Wrong size on clothing: contact us first, then send the item back at your own cost, unworn, unwashed, with its tags on. Once it reaches us, we ship you the new size.
For any other exchange, the fastest way to get a different item is to return the one you have for a refund and place a new order. We are happy to help you coordinate this so there is no gap.
11. Before you file a chargeback
If something is wrong with your order, please contact us first at contact@nurestia.com. We answer within one business day and resolve almost every issue immediately. A chargeback takes months and blocks us from helping you directly.
12. Return address
Return addresses are issued per return, because we operate more than one fulfillment location. Some returns are directed to an address outside the United States; we will tell you the exact address, and the applicable shipping cost, before you send anything back. Do not use the address printed on the outbound parcel.
13. Contact
Nurestia — Customer Service
Email: contact@nurestia.com
Hours: Monday–Friday, 9:00 AM – 6:00 PM CET · Response within 1 business day
Registered address: 5000 Namur, Belgium