Refund policy
6. Delivery
We deliver to the countries offered at checkout. The delivery times shown at the time of order are estimates. For a pre-order, the estimated date appears on the product page.
Orders are shipped to the address you provided. A tracking link is emailed to you as soon as your order ships.
Upon receipt, check the condition of the parcel in the presence of the carrier and note any issues in writing if something is wrong. If your parcel arrives damaged, contact us within 48 hours with clear photos of the item and the packaging. If the product itself is damaged, we will arrange a replacement. Damaged packaging alone does not entitle you to a refund, as it is designed to protect the product during transit.
If we fail to deliver by the agreed date, or at the latest within 30 days of your order, you may ask us in writing to deliver within a further reasonable period. If we still fail to deliver, you may cancel the contract and be refunded in full.
7. Right of Withdrawal and Returns
Your legal right. You have 14 days from receipt of your order to withdraw, without having to justify your decision. Simply send us a clear statement of your intent to withdraw, by email to contact@nurprotocol.com.
Condition of items. Items must be new and unused, with their original accessories, any gifts included, packaging, and seals intact. If items are missing from your return parcel, their value will be deducted from your refund. You are only liable for any decrease in the value of the product resulting from handling beyond what is necessary to establish its nature and proper functioning.
Hygiene exclusions. For hygiene and health protection reasons, we cannot accept returns of devices that come into contact with the skin or scalp once the seal has been broken, nor skincare products that have been opened or used (Article L221-28 of the French Consumer Code). These products cannot be resold.
How to proceed.
- Notify us of your return by email at contact@nurprotocol.com, including your order number.
- Where possible, we will provide you with a return label, which may be chargeable. Otherwise, we will give you the return address.
- Do not send your return to the address shown on the delivery label, as it cannot accept returns.
- Ship the parcel within 14 days of your request, using a tracked and insured shipping method, and keep your proof of shipment.
Return shipping costs are your responsibility. Returned items remain your responsibility until received by our team. If the parcel is lost and you arranged the shipment yourself, it is your responsibility to open an inquiry with the carrier; if we provided the label, we will handle the inquiry, which may take up to 20 days, and your return will only be processed once the inquiry is complete.
All returns are inspected. An incomplete, soiled, used, or non-compliant return may be refused or partially refunded, based on the criteria above.
8. Order Cancellation and Changes
You may change or cancel your order free of charge as long as it has not shipped. Write to us as soon as possible at contact@nurprotocol.com with your order number. Because orders are processed quickly, we cannot guarantee that a change is still possible after 30 minutes.
If your order has already shipped, accept delivery and then exercise your right of withdrawal (Section 7). If you refuse the parcel, its return to our team may take several months, and we will not process any refund until it reaches us.
9. Defective Products and Warranties
Statutory conformity warranty. We are liable for conformity defects existing at delivery for 2 years from the date the goods are delivered (Articles L217-3 et seq. of the French Consumer Code). During this period, the defect is presumed to have existed at delivery. You may choose between repair and replacement. If either is impossible or disproportionate, or if we do not carry it out within 30 days, you may obtain a price reduction or termination of the contract with a refund. In this case, return shipping costs are covered by us.
Warranty against hidden defects. You may also invoke the warranty against hidden defects provided for under Articles 1641 et seq. of the French Civil Code.
Commercial warranty. NŪR Protocol additionally offers a 24-month commercial warranty from the date of order, covering manufacturing defects. It does not extend the statutory warranties, does not cover damage resulting from negligence, misuse, failure to follow the instructions, or unauthorized modification, and belongs to the original purchaser.
How to report a defect.
- Write to us at contact@nurprotocol.com with your order number, a description of the issue, and, if possible, photos or a short video.
- Our team reviews the request and may offer troubleshooting advice or ask for additional information. Submitting a request does not, by itself, guarantee that the return will be accepted.
- If a return is necessary, we will provide you with a prepaid label.
Devices are tested upon receipt at our warehouse. If they are found to function according to the manufacturer's specifications, they will be returned to you.
Do not send consumables or accessories along with your defective device. If only one item in a set is defective, return only that item.
In the event of a replacement, we aim to provide the same model. If this is not possible, we will offer an equivalent model or, failing that, a refund. The replacement product does not restart the commercial warranty period, which continues to be calculated from your original order.
Products purchased from third-party resellers are subject to those resellers' warranty terms, and we cannot intervene for products purchased elsewhere.
10. Refunds
We refund the full amount paid, including standard delivery costs, no later than 14 days after being informed of your decision to withdraw. We may delay the refund until we receive the product or proof that it has been shipped. In practice, we process returns within 14 business days of receiving them; this period may be longer during high-volume periods (Black Friday, year-end holidays). You will receive an email once your return has been processed.
The refund is credited to the payment method used for the order, within an average of 5 business days. This timeframe depends on your bank or payment provider and may take up to 14 business days. Purchases paid with a gift card are refunded as a gift card, which cannot be exchanged for cash.