Exchange / Return Policy

We want you to love every step in your NUR pair 💛
If something doesn’t feel quite right, we’ll make it easy.

1. Size or style didn’t work out?

You can request an exchange or return within 7 days of delivery.

• Exchange: swap for a different size or a different style. If the new pair costs more, just pay the difference. If it costs less, the balance comes to you as store credit.
• Return: you’ll receive store credit for the full amount paid for the product.

Order value	Exchange / return pickup
₹2,000 and above	Free
Below ₹2,000	Flat ₹180 (covers pickup and re-delivery)
If you choose to self-ship	You pay your courier; we re-deliver the exchanged pair free

One exchange request per order. This applies to sale items too.

2. Received a damaged, defective or wrong pair?

We’re so sorry, and it’s on us. Write to us within 48 hours of delivery with:

• Photos or a short video of the issue
• A photo of the outer courier packaging

Once confirmed, we’ll arrange a free pickup and send you a replacement pair or store credit, whichever you prefer. There’s no charge to you, and the ₹180 fee never applies here.

Noticed a manufacturing defect a little later? Write to us anyway. We’ll review it fairly.

3. Delivery timelines & late orders

Every NUR pair is handcrafted in small batches. Orders are usually dispatched within 9–12 working days and delivered within 2–7 working days after dispatch. Pairs already in stock ship within 1–2 working days.

If your order hasn’t reached you within this timeline, you can ask us to cancel it for a full refund, or keep waiting. Either way, we’ll keep you updated.

4. Want to cancel?

• Before dispatch: cancel anytime and receive the full amount as store credit, with no cancellation charges.
• After dispatch: the order can’t be cancelled, but you can use our exchange or return option once it’s delivered.
• If we ever have to cancel your order, you’ll receive a full refund to your original payment method.

5. Payments, refunds & store credit

• Ways to pay: UPI, debit/credit cards, net banking and wallets (prepaid, with free shipping and an extra 5% off), or Cash on Delivery (₹90 COD fee).
• Store credit is emailed to you as a code, valid for 6 months, and can be used across multiple orders.
• Refunds, where applicable, go back to your original payment method within 7 working days of approval. For COD orders, we’ll ask for your bank or UPI details.
• The ₹90 COD fee is non-refundable, unless the pair was damaged, defective, wrong or delivered late. Then we refund it too.

6. Repairs (our 30-day care promise)

Loved your pair a little too much? If you need a repair within 30 days of delivery, send it back to us. We’ll repair or replace it and ship it back free. You only cover the shipping to us.

7. How to request an exchange, return or repair

1. Email care@nurstore.in or WhatsApp +91 83699 62745
2. Share your order number and the reason
3. We’ll arrange the pickup, or share our address if you’d like to self-ship
4. Once your pair reaches us, we’ll process your exchange, credit or refund within 3–5 working days

8. Grievance Officer

If your concern isn’t resolved, please reach our Grievance Officer:

We acknowledge every complaint within 48 hours, share a copy of your complaint as we’ve recorded it, and resolve it within one month.

9. About us

Small note: colours may look slightly different due to lighting or screen settings, and this isn’t considered a defect.
This policy does not affect your rights under the Consumer Protection Act, 2019.

Last updated: 21 October 2026