NURELLE RETURNS & EXCHANGE POLICY
(7-Day Policy with Size Exchange Option)
Last Updated: 16/04/2026
1. Overview
At Nurelle, we are committed to delivering quality products designed for comfort and confidence.
Due to the nature of our products (intimate wear), strict hygiene and quality standards apply.
By placing an order, you agree to this Returns & Exchange Policy.
2. Return & Exchange Timeframes
- All return or exchange requests must be made within 7 days of receiving your order
- Any requests made after 7 days will not be accepted
3. Immediate Inspection Requirement
You must inspect your order immediately upon delivery.
- Any issues must be reported within 12 hours of receiving your order
- Clear photo evidence must be provided within this 12-hour window
Failure to report within 12 hours may result in your claim being declined.
4. Hygiene Policy (Important)
For hygiene and safety reasons:
- Items that have been worn, used, or tried on directly on the body will not be accepted
- All items must remain in original condition, packaging, and with tags attached
We reserve the right to decline any return that does not meet these standards.
5. Size Exchanges (Balanced Policy)
We understand that sizing can sometimes be tricky, and we’re here to help.
While we do not offer refunds for incorrect size selection, we may assist with a size exchange under the following conditions:
- Request must be made within 7 days of delivery
- Item must be unworn and unused
- Item must not be tried on directly on the skin
- Item must be in original packaging with tags intact
- Customer is responsible for all shipping costs related to the exchange
All size exchanges are subject to approval after inspection.
6. Incorrect Item Received
If you receive the wrong item:
- Notify us within 12 hours with photo evidence
- Item must remain unused
We will arrange a replacement at no additional cost.
7. Damaged or Defective Items
If your item is damaged or defective:
- Report within 12 hours with clear photo evidence
- Damage must not be caused by misuse
We may offer:
- Replacement, or
- Store credit
8. Return Shipping
- Customers are responsible for return shipping costs unless the error was on our side
- Return instructions will only be provided once your request is approved
We are not responsible for:
- Lost return parcels
- Damaged returns during transit
We strongly recommend using a trackable courier service when returning items.
9. Return Shipping Responsibility
If the return is due to customer reasons (e.g. size exchange):
- Customer pays to return the item
- Customer also pays for re-delivery of the new item
If the return is due to a Nurelle error (incorrect or defective item):
- Nurelle will cover the cost of sending the replacement
10. Returns Process
To request a return or exchange, you must:
- Contact us via WhatsApp or email within the required timeframe
- Provide your order number and full name
- Clearly state the reason for your request
- Submit photo evidence (where required) within 12 hours of delivery
Returns will only be processed once approved by Nurelle.
- Do not return any items without approval
- We are not responsible for items sent without authorization
11. Refunds
Nurelle does not offer refunds for:
- Change of mind
- Incorrect size selection
- Preference
Approved returns are handled via:
- Exchange, or
- Store credit
Refunds will only be issued where required in accordance with the Consumer Protection Act, including in cases of:
- Defective products
- Incorrect items supplied
- Products not as described
Where a refund is applicable:
- It will be processed via the original payment method (including PayFast where used)
- Processing times may vary depending on your bank or payment provider
12. Non-Delivery Claims
If your order has not arrived:
- Notify us within 7 days of the expected delivery date
To report a non-delivery, you must:
- Contact us via WhatsApp or email
- Provide your order number and delivery details
We will investigate with the courier before resolving the issue.
13. Order Cancellations
Orders may only be cancelled before they are processed or dispatched.
Due to the nature of our operations, orders are processed quickly, and cancellation requests are not guaranteed.
How to request a cancellation:
- Contact us immediately via WhatsApp or email
- Provide your order number and full name
- Clearly state that you would like to cancel your order
Cancellation requests are only considered once received and acknowledged by Nurelle.
Approval of cancellations:
- Cancellation requests are subject to approval
- If your order has already been processed or dispatched, it cannot be cancelled
Refunds or store credit:
If a cancellation is approved:
- A refund may be issued via PayFast, or
- Store credit may be offered
Please note:
- A reasonable administrative or transaction fee may be deducted
- Refund processing times may vary depending on your bank or payment provider
14. Abuse of Policy
We reserve the right to:
- Refuse returns or exchanges where misuse is suspected
- Decline repeated or suspicious claims
- Refuse future service where necessary
15. Limitation of Liability
Nurelle is not responsible for:
- Incorrect size selection (outside approved exchange conditions)
- Normal wear and tear
- Minor variations in product appearance
- Delays in reporting issues beyond stated timeframes
16. Contact Information
To request a return, exchange, or cancellation:
Email: hello@nurelle.co.za
Location: Pretoria East, South Africa
