Refund policy
Effective date: 1 October 2026
At Noureli, your satisfaction is our top priority. We strive to provide high-quality products and an exceptional shopping experience. This Refunds & Returns Policy outlines the guidelines for returning products to us.
1. Product-specific 60-day money-back guarantee
If a Noureli product page displays a 60-day or 60-night money-back guarantee, you may open and try that product during the guarantee period. To claim, contact us through our Contact Us page within 60 calendar days of delivery and include your order number and the email address used at checkout.
For an eligible first order, we will refund the amount paid for that guaranteed product line to the original payment method. The guarantee is limited to one claim per product per household. You do not need to return an opened product unless our support team asks you to; if we request a return, Noureli will provide or reimburse reasonable standard return postage. The guarantee does not cover misuse, fraudulent or abusive claims, resale orders, or requests made after the 60-day period. It is in addition to any rights that cannot be excluded under applicable law, including rights under the Australian Consumer Law.
Packaging and colour variations — Glutathione Melt Strips
Our original branded packaging is currently out of stock, so Glutathione Melt Strips may arrive in alternative packaging. The strips may be orange or yellow. These disclosed packaging and colour variations alone are not considered a product defect.
This notice applies to purchases made after it was displayed on the product page. A packaging or colour variation disclosed before purchase does not, by itself, establish that the item is faulty or incorrect. It does not exclude a refund available under our product-specific 60-day money-back guarantee, any applicable cancellation rights, or consumer law. Orders placed before the disclosure retain the terms and product description that applied when purchased.
If your item is damaged, has a broken seal, appears spoiled, is incorrect, or you have any other concern about its quality or safety, contact hello@noureli.com with your order number and, where possible, photos. Do not use a product you believe is unsafe.
2. Standard returns eligibility
For products that do not display a product-specific money-back guarantee, and for returns outside that guarantee, we accept products that are unused, unopened and in the packaging supplied with the order, including any disclosed alternative packaging. For change-of-mind returns, we cannot accept products that have been opened or used for hygiene reasons. This restriction does not apply to an eligible money-back guarantee claim or a remedy required by law. Please inspect your order upon arrival before opening any sealed packaging.
3. Damaged or defective items
If you receive a damaged or defective item, contact our customer support team as soon as possible. We may request photos or other reasonable information to assess the issue. We will provide the replacement, refund or other remedy required by applicable law. Please inspect your order promptly; any request to report an issue quickly does not limit your statutory rights.
4. Incorrect orders
If you receive an incorrect item, notify us as soon as possible. We will arrange any necessary return and provide a replacement, refund or other remedy required by applicable law. Your statutory rights are not limited to a seven-day reporting period.
5. Non-returnable items
For the safety and wellbeing of our customers, certain items are non-returnable due to sanitary reasons. These include personal care products, cosmetics, intimate apparel and products that come into direct contact with the skin or body. This restriction applies to change-of-mind returns and does not exclude an eligible money-back guarantee claim or a remedy required by law. Please review the product description carefully before purchasing.
Your consumer rights
Nothing in this policy excludes, restricts or modifies rights or remedies that cannot lawfully be excluded, including under the Australian Consumer Law and applicable consumer law in your country. These rights may apply even if a product has been opened, used or is no longer in its original packaging. Where applicable law gives you a cancellation or refund right, that right takes precedence over a conflicting term in this policy.
6. Refund processing
Once an eligible standard return is received and inspected, or an eligible guarantee claim is verified when no return is required, we will email you to confirm the outcome. If approved, the refund will be processed to your original payment method within 7 days. Shipping fees are non-refundable unless required by law. Standard return shipping costs are the customer's responsibility; section 1 explains the different rule when Noureli requests a return for a guarantee claim.
7. How to initiate a return or guarantee claim
If your return meets the eligibility criteria above, contact our customer support team through our Contact Us page. We will guide you through the return process.
8. Packaging your return
Securely package any eligible return to avoid damage during transit. We recommend using a trackable shipping service to help ensure its safe arrival.
9. Exchanges
We cannot process exchanges for opened items due to sanitary reasons. If you received a damaged, defective or incorrect item, follow the instructions in sections 3 and 4. Eligible opened products may still qualify for a refund under section 1.
If you have questions about this Refunds & Returns Policy, contact our customer support team through our Contact Us page. Thank you for shopping with Noureli.