Return & Refund Policy

• Effective Date: 12/07/2025
  Contact: support@thenurai.com

We hope you love your purchase from The Nurai. However, if you’re not completely satisfied, you may request an exchange under the terms below.

1. Exchange Eligibility:

• Requests must be made within 72 hours from the time of delivery.

• Item must be unused, unwashed, and in original packaging with tags intact.

• Custom or sale items are not eligible for exchange.

• Only one exchange per order is permitted.

• You may exchange for:

• The same product in a different size or color,
• or different product from our collection.
• The exchanged item must be of equal or higher value than the original purchase.
• Items altered according to personal body measurements are not eligible for exchange.
• A pickup and redelivery charge of AED 25 applies for exchanges.

2. Return or Refunds:

• A request for return must be raised within 72 hours of time of delivery.
• Return requests made after this time frame will be rejected automatically.
• sale items are not eligible for returns. 
• Returns are not accepted for products that have been altered to your body measurements.

• A pick-up fee of AED 25 will be charged for all emirates.

• Once return request is approved and checked, your money will be refunded back to your account within 5 to 7 business days. We will reach out for account details if the original mode of payment was cash on delivery.

3. Process:

• Whatsapp or Email us at support@thenurai.com with your order number and reason for exchange/return

• Once approved, you will be guided on how to return\exchange the item.

• Shipping cost for exchanges is to be borne by the customer.

We reserve the right to reject items that do not meet our return conditions.

Cash on Delivery (COD) Policy

At Nurai, we offer Cash on Delivery (COD) for customers who prefer to pay at the time of receiving their order.

COD Service Fee

• A flat AED 25 cash handling fee applies to all Cash on Delivery orders across the UAE.

• This fee covers courier processing and handling charges.

• The COD service fee is non-refundable, including in cases of order refusal or return.

Order Confirmation

• All COD orders may require confirmation via WhatsApp or phone prior to dispatch.

• Nurai reserves the right to cancel unconfirmed orders.

Exchange Policy for COD Orders

• COD orders follow the same exchange policy as prepaid orders.

• Exchange requests must be raised within 72 hours of delivery.

• COD service charges are not refundable during exchanges.