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The House of Radiant Confidence

Returns & Refunds

Returns & Refunds

Your confidence matters. We want you to love your NURA unit – here is exactly how returns, exchanges and refunds work.

Our promise

For hygiene and safety reasons, wigs and hair products are intimate items. We follow Kenyan consumer-protection guidance and offer returns and exchanges under the clear conditions below. Nothing here removes any right you have under the Consumer Protection Act.

What can be returned

  • Unworn, unaltered units in original condition with tags on, lace uncut and all packaging intact – within 7 days of delivery.
  • Wrong item received – we cover return shipping and send the correct unit or a full refund.
  • Faulty or damaged on arrival – reported with photos within 48 hours of delivery (see Warranty for full coverage terms).

What cannot be returned

  • Units that have been worn, washed, cut, coloured, installed or restyled.
  • Custom or bespoke units built to your specification (unless faulty).
  • Clearance items and gift cards.
  • Accessories that have been opened or used, for hygiene reasons (caps, edge control).

Who pays for return shipping

  • Wrong item received or faulty on arrival: NURA covers return shipping in full.
  • Change-of-mind returns (unworn unit, within 7 days): return shipping is the customer’s responsibility. We recommend a tracked courier so we can confirm arrival before processing your refund.

Orders shipped outside Kenya

Because of the cost of international return freight, change-of-mind returns are not available for orders shipped outside Kenya. These orders are still covered for wrong or faulty items under our Warranty. If you are unsure about size, colour or texture, book a free virtual consultation before you order.

How to start a return

  1. Contact us on WhatsApp or email within 7 days of delivery, quoting your order number.
  2. Share clear photos of the item and packaging.
  3. We confirm approval and share return instructions, including the return address.
  4. Send the item back (unworn, in original packaging) via a tracked courier.

Refunds & exchanges

  • Approved refunds are processed to your original payment method (M-Pesa or card) within 3 to 7 business days of us receiving and inspecting the returned item.
  • Original delivery fees are non-refundable unless the return is due to our error (wrong item or fault).
  • Prefer an exchange or store credit? We can swap length, texture or colour, or issue NURA credit – often faster than a refund.

Questions

Our team will guide you through every step. Reach us on WhatsApp for the fastest response at +254 714 994 898 or email care@nurabeauty.co.ke.

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