Return & Refund Policy

1. Overview

At Nourest, we stand behind the quality of every product we sell. We want you to be completely satisfied with your purchase. This Return & Refund Policy explains the conditions under which returns and refunds are accepted, the process for initiating a return, and how refunds are issued.

This policy applies to all purchases made through www.nourest.com or directly through our sales team. By placing an order with Nourest, you agree to the terms outlined in this policy.

2. Quick Reference Summary

The table below summarises key return and refund conditions:

Scenario	Return Window	Refund / Resolution
Product arrived damaged or defective	Within 7 days of delivery	Full refund or free replacement
Product not as described	Within 7 days of delivery	Full refund or exchange
Change of mind (unused, original condition)	Within 7 days of delivery	Refund minus return logistics fee
Product used but develops a fault	Within warranty period	Warranty repair or replacement
Custom / special-order items	Non-returnable	Unless faulty or not as described

 

3. Return Eligibility

To be eligible for a return, the following conditions must be met:

•       The return request is submitted within 7 days of the confirmed delivery date

•       The product is in its original, unused condition with no signs of wear, scratches, or damage caused after delivery

•       All original packaging, accessories, remote controls, manuals, and documentation are included

•       Proof of purchase (order confirmation or receipt) is provided

•       The product has not been modified, repaired, or serviced by anyone other than Nourest-authorised personnel

Returns that do not meet the above criteria may be refused or subject to a restocking or assessment fee at Nourest's discretion.

4. Non-Returnable Items

The following items are not eligible for return or refund, except where required by UAE consumer protection law:

•       Custom-configured or special-order products

•       Products that have been used, assembled in a way that prevents re-packaging, or show signs of normal use

•       Products returned without their original packaging, accessories, or documentation

•       Products damaged after delivery due to misuse, accidents, or failure to follow care instructions

•       Free gift items or promotional accessories provided with a purchase

5. How to Initiate a Return

To start a return, please follow these steps:

•       Step 1: Contact our customer support team within 7 days of delivery via phone (800 77 66 5), WhatsApp (+971 52 744 3151), or the contact form at www.nourest.com/contact-us.

•       Step 2: Provide your order number, the reason for the return, and photos or a video of the product condition (required for damaged or defective claims).

•       Step 3: Our team will assess your request and respond within 2 business days with a decision and, if approved, a Return Authorisation (RA) number.

•       Step 4: Once your RA number is issued, we will arrange collection of the product from your address at a mutually agreed time. Do not return products without an RA number as they will not be accepted.

•       Step 5: Upon receipt and inspection of the returned product, we will process your refund or exchange within the timeframe specified in Section 7.

Please do not attempt to return products directly to our premises without prior authorisation.

6. Damaged, Defective, or Incorrect Products

If your product arrives damaged, defective, or is not what you ordered, please contact us within 7 days of delivery. We will arrange for one of the following resolutions at no cost to you:

•       A full replacement of the product

•       A repair carried out by our authorised service team

•       A full refund to your original payment method

We may request photographic or video evidence of the damage or defect before processing your claim. Nourest covers all logistics costs for the collection and re-delivery of items in these circumstances.

7. Refund Process and Timelines

Once your returned product has been received and inspected by our team, we will notify you of the outcome within 2 business days. If approved, refunds will be processed as follows:

•       Credit / Debit Card Payments: Refunds will be returned to the original card used for purchase. Please allow 7–14 business days for the amount to appear in your account, depending on your bank or card issuer.

•       Bank Transfer: If a refund by bank transfer is agreed, it will be processed within 7 business days of approval.

•       Store Credit: Where applicable, store credit will be applied to your Nourest account immediately upon approval and can be used on your next purchase.

Nourest is not responsible for delays in refund processing caused by your bank or financial institution. Original delivery and installation charges are non-refundable unless the return is due to a product fault, damage, or error on our part.

8. Change of Mind Returns

We understand that purchasing a premium wellness product is a significant decision, which is why we offer our Free Home Trial programme to help you choose with confidence. If you choose to return a product due to a change of mind (where the product is undamaged and unused), please note:

•       A return logistics fee will apply to cover the cost of collection and re-packaging. This fee will be communicated to you at the time of your return request and deducted from your refund.

•       The product must be in fully unused condition in its original packaging.

•       Change of mind returns are only accepted within 7 days of delivery.

We encourage customers to take advantage of our Free Home Trial before purchasing to reduce the likelihood of a change of mind return. Visit www.nourest.com/free-home-trial to learn more.

9. Exchanges

If you wish to exchange your product for a different model or variant, please contact us within 7 days of delivery. Exchanges are subject to product availability. If the replacement product is of a higher value, you will be charged the difference. If it is of a lower value, the difference will be refunded to you.

Exchange requests follow the same process as returns — please contact our team to obtain a Return Authorisation before sending any product back.

10. Warranty Claims

Products that develop a fault after the initial 7-day return window may be covered under the Nourest product warranty (up to 10 years depending on the model). Warranty claims are handled separately from this return policy. Please refer to our Warranty Policy at www.nourest.com/warranty-policy for full details on coverage, exclusions, and how to make a claim.

Warranty repairs or replacements do not entitle you to a cash refund unless the fault cannot be rectified within a reasonable timeframe.

11. Order Cancellations

You may cancel your order at any time before the product has been dispatched for delivery. To cancel, please contact us as soon as possible via phone or WhatsApp. If your order has already been dispatched or is out for delivery, it cannot be cancelled and must instead go through the return process once delivered.

Cancellations confirmed before dispatch will receive a full refund within 7–14 business days.

12. Your UAE Consumer Rights

This policy does not affect your statutory rights under UAE law, including the UAE Consumer Protection Law (Federal Law No. 15 of 2020 and its implementing regulations). In the event of any conflict between this policy and your statutory rights, your statutory rights will prevail. If you believe your consumer rights have not been respected, you may contact the UAE Ministry of Economy or the relevant Consumer Protection Department.

13. Contact Us

Our customer support team is here to help. If you have any questions about this Return & Refund Policy or would like to initiate a return, please reach out to us:

•       Phone (Toll Free): 800 77 66 5

•       WhatsApp / Direct: +971 52 744 3151

•       Contact Form: www.nourest.com/contact-us

•       Website: www.nourest.com

Our team is available to assist you and will aim to respond to all enquiries within 1–2 business days.