Returns & Refund Policy

Thank you for shopping with Nurai. Every product is handcrafted with care and inspected before it is packed and shipped. Due to the personal care nature of our products, we have the following Returns & Refund Policy.

By placing an order with us, you agree to the terms outlined below.

Returns

For hygiene and safety reasons, we do not accept returns on products that have been opened, used, or delivered in good condition.

Returns are accepted only if:

You receive the wrong product.
Your product arrives damaged during transit.
Your order is incomplete or an item is missing.

To be eligible, you must contact us within 48 hours of delivery.

Damaged or Incorrect Orders

If you receive a damaged, defective, or incorrect item, please email us within 48 hours of receiving your order with:

Your order number
Clear photographs of the product
Photos of the outer packaging
A brief description of the issue

Our team will review your request and respond within 2–3 business days.

Refunds

Once your request has been reviewed and approved, we may offer one of the following, depending on the situation:

A full refund
A partial refund
A replacement product
Store credit

Approved refunds will be processed to the original payment method within 5–10 business days. Processing times may vary depending on your bank or payment provider.

Non-Refundable Items

Refunds or returns will not be provided for:

Products that have been opened or used.
Minor variations in colour, design, fragrance, or appearance, as each soap is handmade.
Orders where an incorrect shipping address was provided by the customer.
Delays caused by courier services, weather conditions, public holidays, or other circumstances beyond our control.
Change-of-mind purchases after an order has been shipped.

Order Cancellation

Orders may be cancelled before they are processed for dispatch.

Once an order has been packed or shipped, it cannot be cancelled.

If you need to cancel your order, please contact us as soon as possible.

Lost Shipments

If your order appears to be lost in transit, please contact us. We will work with the courier partner to investigate the shipment and provide an appropriate resolution based on the outcome.