Refund policy

Returns & Refunds Policy

At Nilaura, we are committed to delivering authentic, genuine and quality-assured skincare, makeup and fragrance products to our customers. Every order is carefully checked before dispatch to ensure that the correct product is packed and shipped.

If you receive a product that is damaged, defective or different from what you ordered, please contact us at dm@nilaura.com and our team will assist you with the resolution.

Return Policy for Full-Size Products

Nilaura offers a 7-day return policy for eligible products purchased through our official online store.

You may request a return within 7 days from the date of delivery, provided that the product:

Is completely unused and unopened.
Has not been tried, tested, sprayed or applied.
Is in its original condition and packaging.
Has all original labels, seals and packaging intact.
Has not been damaged or tampered with after delivery.
Is accompanied by the original invoice/order details.

To initiate a return, please contact us at dm@nilaura.com with your order number and details of the product you wish to return.

Our team will review the request and guide you through the return process.

Special Instructions for Cosmetics & Fragrance

For hygiene and safety reasons, opened, used, tested, sprayed or applied products cannot be returned or exchanged.

This includes, but is not limited to:

Skincare products
Makeup products
Perfumes and fragrances
Body lotions
Personal-care products

If the seal, packaging or product has been opened or tampered with, the product may not qualify for return.

Damaged, Defective or Wrong Product

If you receive:

A damaged product
A defective product
A leaked product
A product with damaged packaging affecting the product
A wrong product
A missing product from your order

please contact us at dm@nilaura.com within 48 hours of delivery.

Please provide your order number, photographs/videos of the package and product, and a description of the issue.

For damaged or incorrect orders, an unboxing video may be requested as supporting evidence.

After verification, Nilaura may provide a replacement, refund or another appropriate resolution, subject to the circumstances and product availability.

Return Pickup

Once a return request is approved, Nilaura or its logistics partner may arrange a reverse pickup from the delivery address.

Customers are requested to keep the product safely packed with its original packaging, labels and invoice until the return pickup is completed.

The returned product will be inspected after it is received by Nilaura. A refund or replacement will be processed only after the returned product passes the applicable quality and eligibility checks.

Non-Returnable Products

The following products are generally not eligible for return or exchange:

Opened or used products
Products that have been tried, tested, sprayed or applied
Products with broken or removed seals
Products with damaged or missing original packaging
Products damaged due to misuse or improper handling after delivery
Products returned without prior approval from Nilaura
Products purchased as part of a promotional offer where the offer specifically states that the product is non-returnable
Individual products from a kit, set or combo, where applicable

Refund Policy

Once the returned product is received and successfully inspected, the refund will be initiated for eligible returns.

For prepaid orders, the approved refund will generally be processed to the original payment method used for the purchase.

The time taken for the refund to reflect in your account may depend on your bank, card issuer or payment service provider.

For Cash on Delivery (COD) orders, eligible refunds may be processed through bank transfer. Customers may be required to provide accurate bank account details for processing the refund.

Shipping charges and COD charges, if applicable, may not be refundable, except where the return is due to a wrong, damaged or defective product received from Nilaura.

Refund Timeline

After the returned product is received and approved following inspection, Nilaura will initiate the applicable refund.

The actual time for the amount to appear in the customer's account may vary depending on the payment method and financial institution.

Cancellation Policy

An order can be cancelled only before it has been shipped/dispatched.

Once an order has been shipped or handed over to the courier partner, cancellation may no longer be possible.

To request cancellation, please email us at dm@nilaura.com as soon as possible with your order number and the reason for cancellation.

If the cancellation request is approved before dispatch, the applicable refund will be initiated to the original payment method.

For COD orders that have not been paid for, no refund will be applicable.

Important Note

Once a product has been opened, used, sprayed, tested or applied, it cannot be returned or exchanged due to hygiene and product-safety considerations.

Any individual product from a kit, set or combo cannot be separately returned or exchanged unless the entire kit/set/combo qualifies for a return under this policy.