Refund policy

 

Niruza Returns & Refunds Policy

At Niruza, we want you to feel confident in your purchase and supported every step of the way. To ensure transparency and fairness, this policy works together with our Shipping Policy and Subscription Policy to create one clear, consistent system.

Order Processing & Cancellation Policy (Important)

Once payment has been successfully processed, the order immediately enters our fulfillment system and cannot be cancelled for change-of-mind reasons.

This includes situations where:

  • the order has not yet shipped
  • tracking has not yet updated
  • the customer changes their mind shortly after checkout

At this stage, the correct process is to receive the order and follow the return process outlined below, if eligible.

This policy exists because orders are automatically prepared for dispatch immediately after payment confirmation, and cancellations are not technically possible once processing has begun.

1. Guarantee

We offer a 90-Day Results Guarantee to give customers a genuine opportunity to experience meaningful improvements when used consistently and correctly.

Because Niruza formulas work gradually, the guarantee has specific eligibility requirements to ensure customers give the product a proper trial and prevent misuse of the policy.

To qualify for the 90-Day Results Guarantee:

  • You must use the product consistently for a minimum of 60 days, following the recommended routine.
  • You must complete a brief results questionnaire, allowing our team to help troubleshoot your routine before a refund can be approved.
  • Your request must be submitted within 90 days of the confirmed delivery date.
  • The product must be returned. Opened or used bottles are acceptable under the guarantee.
  • Return shipping costs for guarantee claims are the responsibility of the customer.
  • The guarantee applies to one unit per customer/household.
  • Refunds are issued after the returned item is received and inspected.

This process helps ensure customers follow the proper usage guidelines while preventing policy abuse.

2. Delivery Timeframes & Return Eligibility

Some orders may experience courier delays outside of our control.

A parcel is not considered lost or eligible for a non-delivery refund until it exceeds:

  • 70 days from purchase (with shipping protection), or
  • 75 days from purchase (without shipping protection).

Delivery delays within the normal or extended courier window do not qualify for refunds or returns under this policy or the 90-Day Results Guarantee.

3. Shipping Protection Policy

If shipping protection was selected at checkout, you are covered for a free replacement or a full refund if your order has not arrived within 60 days of purchase.

Shipping protection covers packages that are:

  • lost
  • misdelivered
  • severely delayed
  • stuck in transit

If shipping protection was not selected, non-delivery coverage begins at 60 days.

Orders marked "Delivered" by the carrier are only eligible for replacement/refund if shipping protection was purchased.

If you suspect misdelivery or theft, please contact your local carrier using the tracking number.

4. Subscription-Related Refund Rules

For consistency with our Subscription Policy:

  • Subscription renewals are processed on a timed schedule based on your original purchase date.
  • Renewals are not linked to delivery status or courier delays.
  • If your first order is still in transit due to courier handling, it is the customer's responsibility to pause, reschedule, or cancel upcoming renewals via the customer portal: https://account.niruza.com
  • Once a subscription refill has been processed, charged, and allocated for shipment, it cannot be cancelled or refunded.

5. Standard Return Process

To initiate any return, email:

support@niruza.com Subject: URGENT: Return/Warranty Claim – [Your Order Number]

You must receive an authorisation email before returning your product.

Standard Returns (non-guarantee):

  • Products must be unopened, unused, and in original packaging.
  • Proof of purchase is required.
  • Unauthorized returns, or returns sent to the wrong address, cannot be processed.
  • Return shipping costs are the responsibility of the customer unless we shipped an incorrect item.

Standard returns apply only to unused items. Opened or used items are handled exclusively under the 90-Day Results Guarantee.

6. Return Conditions

To qualify for any return or refund:

  • Returns must be authorised prior to sending.
  • Items must be returned to the correct address provided in the authorisation email.
  • Returns due to courier delays are not accepted until the 45- or 60-day non-delivery threshold is met.
  • Shipping fees and optional add-ons (e.g., shipping protection) are non-refundable.
  • The 90-Day Results Guarantee has separate eligibility criteria and does not require the product to be unopened.

7. Missing Items Policy

Missing accessories, inserts, or bonus items do not qualify for a full return. If something is missing, we will resend the missing item at no cost.

8. Return Address

Returns are only accepted at the authorised address provided in your return approval email.

Our standard return warehouse is:

143 Castle Peak Range Road Hong Kong, New Territories Hong Kong (HK HKG)

Items sent to unauthorised addresses cannot be processed or refunded.

9. Refund Processing

Once your return is received and inspected:

  • You will be notified of approval or rejection
  • Approved refunds are processed within 5–7 business days
  • Refunds are issued to the original payment method

10. Damaged or Incorrect Items

If your product arrives damaged or incorrect:

  • Email us immediately with photos
  • We will arrange a free replacement

Outer packaging damage (e.g., dented shipping boxes) is normal during transit and not considered product damage.

11. Allergy Refund Policy

If you experience an allergic reaction:

  • Email us with photos, or
  • Provide a doctor's note

We will issue the appropriate refund or replacement.

12. Contact Us

For support, returns, or general questions:

support@niruza.com

Our support team aims to respond within 3 business days.

Thank you for choosing Niruza. Your trust matters, and we are committed to providing a clear, fair, and supportive experience.