Returns & Refunds

1. Your 14-day right of withdrawal

Subject to the statutory exceptions explained in this Policy, consumers have the right to withdraw from an online purchase without giving a reason within 14 calendar days .

For a sale of goods, the withdrawal period expires 14 days from the day on which you, or a third party nominated by you other than the carrier, acquire physical possession of the goods.

Where several products from one order are delivered separately, the relevant period runs from physical possession of the last product. Where one product is delivered in several lots or pieces, it runs from physical possession of the final lot or piece.

If the withdrawal period ends on a non-working day, the deadline is extended to the next working day.

2. How to exercise your right of withdrawal

You must clearly inform NUDALURE of your decision to withdraw before the applicable withdrawal period expires.

You can do this in either of two ways:

• send a clear withdrawal statement to support@nudalure.com ; or
• use our online Withdrawal Form .

You do not have to give a reason for exercising a valid statutory withdrawal right.

Please provide enough information for us to identify the relevant contract, such as your name, order number and the product or products concerned, together with an electronic contact method at which confirmation can be sent.

Using the online Withdrawal Form is not the only way to exercise the right. A clear and unequivocal statement sent by email is also accepted.

When the online withdrawal function is successfully submitted, NUDALURE will send an acknowledgement of receipt without undue delay on a durable medium, such as email. The acknowledgement will include the content of the withdrawal and the date and time of submission.

A withdrawal submitted through the online function before the applicable deadline is considered to have been exercised within the withdrawal period.

Refusing a parcel or failing to accept delivery does not, by itself, constitute a clear exercise of the right of withdrawal. Please notify NUDALURE directly.

3. Returning the product

After informing us of a valid withdrawal, you must send the eligible product back without undue delay and no later than 14 calendar days after the day on which you communicated your decision to withdraw.

Please contact us before sending any return. We will provide the correct return instructions and return destination for the relevant order.

Products may be fulfilled through different facilities, so the appropriate return location may depend on the product and order.

Sending a product to the wrong location or without following the supplied return instructions may delay processing and may result in additional direct transport costs where permitted by law.

4. Change-of-mind return costs

If you exercise the right of withdrawal simply because you have changed your mind, you are responsible for the direct cost of returning the product to the return destination specified by NUDALURE.

The return shipping cost is separate from the delivery charge paid when the original order was placed.

The actual return cost may vary depending on the parcel's size and weight, carrier, return route, destination country and designated return location.

If NUDALURE offers to arrange return transportation for you, we will communicate the applicable cost before arranging it. If you accept that service, the agreed direct return cost may be charged separately or deducted from the refund where legally permitted.

No separate administration, handling or restocking fee is charged for a valid statutory change-of-mind withdrawal.

5. Hygiene-sensitive intimate products

NUDALURE specialises in intimate wellness products, and many products in our catalogue require particular health and hygiene protection.

The statutory change-of-mind withdrawal right does not apply to sealed goods that are not suitable for return for health-protection or hygiene reasons once they have been unsealed after delivery .

Where this statutory exception applies, an intimate product cannot be returned merely because you have changed your mind once its genuine hygiene seal, protective wrapping or equivalent hygiene protection has been broken.

This may include, depending on the nature and packaging of the individual product, intimate toys and devices intended for direct bodily or intimate contact.

Sealed lubricants, gels, intimate-care liquids and similar hygiene-sensitive products may also cease to qualify for a change-of-mind return once the relevant seal has been opened or broken where the statutory hygiene exception applies.

Merely opening the courier parcel or an ordinary outer retail box does not automatically constitute breaking a hygiene seal.

These restrictions apply only to change-of-mind withdrawal rights. They do not exclude or limit your statutory rights if a product is faulty, damaged, incorrect, unsafe or otherwise non-conforming.

6. Other statutory exceptions

The right of withdrawal may also be excluded in other circumstances recognised by applicable consumer law, including, where relevant, goods made to the customer's specifications or clearly personalised goods.

A withdrawal exception does not remove your separate statutory rights in relation to a faulty, damaged, incorrect, unsafe or otherwise non-conforming product.

7. Condition of eligible returned products

Where a product remains eligible for withdrawal, you may handle it only to the extent necessary to establish its nature, characteristics and functioning.

Eligible returned products should include all accessories, components, instructions and other items originally supplied with them.

Original packaging should be retained and used where reasonably possible, and the product must be packed securely for return transport.

You may be responsible for any reduction in value resulting from handling beyond what was necessary to establish the nature, characteristics and functioning of the goods.

Any lawful deduction for diminished value will reflect the actual reduction in value and will not be imposed as an automatic penalty or restocking charge.

8. Refunds following a valid withdrawal

Following a valid withdrawal, NUDALURE will reimburse the eligible amount without undue delay and within the statutory time limits required by applicable consumer law.

For the statutory withdrawal right, reimbursement is generally due no later than 14 days from the day on which we are informed of your decision to withdraw .

For sales of goods, we are permitted to withhold reimbursement until:

• we receive the returned goods; or
• you provide evidence that you have sent the goods back,

whichever occurs first, unless NUDALURE has offered to collect the goods itself.

Where returned goods reach us before a refund is issued, they may be checked to confirm the applicable return status, including the condition of any relevant hygiene seal and whether any diminished-value rules apply. This does not extend the statutory reimbursement deadline.

Unless you expressly agree otherwise, the refund will be made using the same payment method used for the original purchase. NUDALURE will not charge you an additional fee for receiving the refund.

Original delivery charges

If you validly withdraw from the complete order, reimbursement includes the price of the eligible returned goods and, where applicable, the cost of the least expensive standard delivery method offered for that order.

If you expressly chose a more expensive delivery method than the least expensive standard option available, the additional delivery premium does not have to be reimbursed.

If your order qualified for free delivery, no original delivery charge was paid and therefore there is no delivery charge to refund.

In the case of a partial withdrawal, any reimbursement of the original delivery charge will be determined in accordance with applicable consumer law and the circumstances of the order.

Any direct return shipping cost that you expressly agreed NUDALURE could arrange on your behalf, and any lawful deduction for diminished value, may be deducted where legally permitted.

Once NUDALURE has issued a refund, the time required for the funds to appear in your bank, card or payment account depends on your bank, card issuer or payment provider.

9. Cancelling an order before dispatch

If you want to cancel an order before dispatch, contact support@nudalure.com as quickly as possible.

Orders enter fulfilment quickly, so cancellation before dispatch cannot be guaranteed.

If we are able to stop the order, we will cancel it and reimburse any relevant payment already collected.

If the order has already entered fulfilment or has been dispatched, you may still exercise any applicable statutory withdrawal right, but you may need to receive and return the eligible product in accordance with this Policy.

10. Damaged, incorrect or incomplete orders

If an order arrives damaged, contains the wrong product or is missing a product or supplied component, please contact NUDALURE Customer Care as soon as reasonably possible.

Please provide:

• your order number;
• a short description of the problem; and
• photographs of the product, parcel, shipping label, packaging, damage, incorrect item or missing components where reasonably necessary to investigate the issue.

Please keep the affected product and packaging until we provide further instructions.

You will not bear the necessary return shipping cost where a product is faulty, damaged, incorrect, incomplete or otherwise non-conforming.

Depending on the circumstances, NUDALURE will arrange an appropriate return method or reimburse the necessary reasonable return cost.

No administration, handling, restocking or return shipping fee will be charged to you for an accepted statutory non-conformity return.

11. Faulty or non-conforming products

Your statutory rights when a product is faulty or otherwise non-conforming are separate from the 14-day change-of-mind withdrawal right.

A product may be non-conforming where, for example, it is defective, does not correspond to its description, lacks characteristics required by the sales contract or otherwise fails to satisfy applicable statutory conformity requirements.

Depending on the circumstances and applicable law, remedies may include:

• repair;
• replacement;
• a proportionate reduction in price; or
• termination of the sales contract and reimbursement where the applicable legal requirements are met.

Remedies required under the statutory legal guarantee of conformity will be provided without the consumer bearing the costs that the seller is legally required to bear.

Any manufacturer's commercial warranty is additional to your statutory consumer rights. It does not replace or reduce NUDALURE's obligations as the seller.

12. Legal guarantee — Spain and Italy

Spain

For new consumer goods sold to consumers in Spain, the seller is generally responsible for a lack of conformity that becomes apparent within three years from delivery , subject to the applicable mandatory statutory rules.

Italy

For new consumer goods sold to consumers in Italy, the statutory legal guarantee of conformity generally lasts two years from delivery .

Any stronger mandatory consumer rights that apply in the individual circumstances remain unaffected.

13. Exchanges

NUDALURE does not currently operate a general direct exchange service for change-of-mind purchases.

If you want another eligible product, colour, size or version, the usual process is to return the original eligible product in accordance with this Policy and place a new order.

This does not affect a statutory right to replacement where replacement is an available remedy for a faulty or otherwise non-conforming product.

14. Shipping and delivery

Information concerning delivery areas, carriers, shipping charges, dispatch times, tracking, delivery problems and damaged parcels is available in our Shipping & Delivery Policy .

Nothing in this Returns & Refunds Policy is intended to exclude or restrict statutory consumer rights that cannot lawfully be excluded or restricted.