1. Overview

Due to the personal-use and hygiene-sensitive nature of skincare products, we are unable to accept returns simply because a customer changes their mind after receiving the order.

A return, replacement or refund may be considered when the product received is damaged, defective, incorrect or missing from the order.

2. Eligible Claims

Your order may qualify for assistance if:

• You received the wrong product.
• A product was missing from your parcel.
• The product arrived damaged or leaking.
• The product packaging or seal was defective upon delivery.
• You received an item that was materially different from your confirmed order.

3. Reporting an Issue

Any issue must be reported within 48 hours of delivery. Claims submitted after this period may not be eligible for review.

Please provide:

• Your full name and order number.
• The contact number used for the order.
• A clear description of the issue.
• Clear photographs of the product and outer parcel.
• An unboxing video where available.

4. Unboxing Evidence

We strongly recommend recording a clear, continuous unboxing video before opening your parcel.

The video should show the sealed outer parcel, shipping label and all products inside. This helps us verify damage, missing items or an incorrect order fairly and quickly.

5. Non-Returnable Products

The following products are generally not eligible for return:

• Products that have been opened, used or tested.
• Products with a broken or removed safety seal.
• Products damaged after delivery through misuse or improper storage.
• Products returned without their original packaging.
• Products purchased from an unauthorised third-party seller.
• Products that do not suit an individual skin type or personal preference.

6. Skin Reactions and Suitability

Skincare results and sensitivity can vary from person to person. A product not providing the expected result, or not suiting an individual skin type, does not automatically make it defective.

Customers should review the ingredient information and perform a patch test before full use. Stop using the product if irritation occurs.

Refunds are generally not offered for allergies, sensitivities or reactions unless an investigation confirms that the product itself was defective.

7. Damaged or Incorrect Orders

If your claim is approved, we may offer a replacement, store credit or refund depending on the circumstances and product availability.

We may ask you to return the affected product before a replacement or refund is issued. Return instructions will be shared directly by our team.

8. Return Condition

Any approved return must be sent in its original condition, with all packaging, labels, seals, accessories and complimentary items included.

A return may be rejected if the product has been used, altered, damaged after delivery or returned without the required packaging.

9. Return Shipping Charges

If the return is required because NUHR CARE sent an incorrect, damaged or defective product, reasonable return delivery charges may be covered by us after the claim is approved.

Unauthorised returns or parcels sent without prior approval may not be accepted or reimbursed.

10. Refund Method

Approved refunds will normally be issued through bank transfer or another method agreed with the customer.

Cash refunds are not provided through the courier at the time of delivery.

11. Refund Processing Time

Once an approved return has been received and inspected, the refund will usually be processed within 7–10 working days.

The time required for the amount to appear may vary depending on the receiving bank or payment service.

12. Delivery Charges

Original delivery charges are generally non-refundable unless the complete order was incorrect, damaged or defective because of an error attributable to NUHR CARE.

13. Cash on Delivery Refusals

Customers should not place Cash on Delivery orders unless they intend to receive and pay for them.

Repeated refusal of confirmed orders may result in future orders requiring advance payment.

14. Order Cancellations

An order may be cancelled before dispatch by contacting our team as soon as possible.

Once an order has been dispatched, cancellation may no longer be possible. Delivery and return charges may apply if a dispatched order is refused without a valid reason.

15. Promotional and Complimentary Items

Complimentary products, samples, gifts and promotional items are not eligible for cash refunds or exchanges.

If an approved return included a free gift, the gift may also need to be returned in its original condition.

16. Claim Review

Every claim is reviewed individually using the order record, photographs, videos, courier information and condition of the returned product.

NUHR CARE reserves the right to decline claims that are incomplete, unsupported, fraudulent or inconsistent with this policy, subject to applicable customer rights.

17. Policy Updates

We may update this Refund Policy when our products, operations or customer-service procedures change.

The latest version will be displayed on this page with the current effective date.

18. Contact Us

To submit a return, replacement or refund request, contact NUHR CARE through WhatsApp or email with your order details and supporting evidence.