Returns, Exchanges, Refunds & Cancellation

Last updated: 23 September 2026

This policy applies to products purchased directly from Nureli. Requests are reviewed individually and are not automatically approved. Nothing in this policy limits rights that consumers have under applicable Indian law.

When you can request a return, exchange or refund

Contact us within 7 calendar days of delivery if an item arrives damaged, defective, incomplete, incorrect, or materially different from what was advertised. Include the order number, product name, the issue and reasonably available photographs or video. An unboxing video is helpful when available but is not an absolute condition for a legitimate claim.

For a change-of-mind request within 7 calendar days, a return may be considered only if the product is unused, unopened, undamaged and complete with original packaging, hygiene seals (where supplied) and all accessories. Opened or used personal-care and grooming products are ordinarily not eligible for change-of-mind returns for hygiene reasons. This restriction does not affect remedies for defective, damaged, incorrect or materially misdescribed goods.

How to apply

Use our Apply for Exchange / Refund page. Include your name, order number, product, reason, requested outcome and supporting photographs. You can also email the same details and image attachments to support@nureli.in. Please do not send an item back without receiving instructions from our team.

Review and approval

We aim to review complete requests within two business days. We may request additional evidence or arrange inspection or pickup where needed. Approval or rejection will be communicated with the reason and the next steps. Approval of a return request does not automatically mean that a refund has been issued: returned items may need to be received and inspected first.

Exchanges and replacements

Where an eligible exchange or replacement is approved, it is subject to stock availability and serviceability. If a suitable replacement is unavailable, an applicable refund or another remedy may be offered. Do not assume that an exchange is confirmed until we send written confirmation.

Return shipping

For an approved claim arising from a manufacturing defect, damage in transit, an incorrect item or another fulfilment error, Nureli will arrange pickup where available or communicate a reasonable return-shipping reimbursement process. For an accepted discretionary change-of-mind request, the customer may be responsible for return shipping; we will communicate the amount and method before the return is approved. Any refund of original delivery charges will reflect the reason for return and applicable law.

Cancellations

Contact us as soon as possible to cancel an order. We can generally cancel before dispatch or before fulfilment has become irreversible. Once dispatched, an order may need to follow the return process after delivery. Any cancellation-related charges, if applicable and permitted, will be communicated transparently; no arbitrary cancellation penalty will be charged.

Refund timing and method

Once an eligible claim is verified and any required inspection is complete, an approved refund will ordinarily be initiated within 5–7 business days. Banks, UPI providers, card issuers and payment gateways may take additional time to reflect the funds. Prepaid refunds will generally go to the original payment method. For COD orders, we may request verified UPI or bank details through a secure support channel; never submit sensitive bank credentials, PINs or OTPs in a form or email.

Claims we may decline

After fair review, we may decline discretionary requests involving use, missing supplied accessories, damage caused after delivery by misuse, ordinary wear, or applications outside the stated timeframe that do not qualify for a statutory remedy. A claim is not rejected merely because original packaging is unavailable when the goods were defective or wrongly supplied and applicable law protects the customer.

Grievances

For an unresolved issue, write to the Grievance Redressal Officer at support@nureli.in. We acknowledge grievances within 48 hours and aim to resolve them within one month.