Terms of service
Last updated: October 30, 2026.
1. Introduction and Scope
These terms and conditions of sale (the "Terms") apply to any order placed on the website www.nurprotocol.com (the "Site"), operated by NŪR Protocol ("we," "us," or "our"), by any person who purchases our products ("you").
They apply to consumers, meaning individuals who purchase for purposes unrelated to their professional activity. You must be at least 18 years old to place an order.
By confirming your order, you acknowledge that you have read these Terms and accept them without reservation. The applicable Terms are those in effect on the date of your order.
2. Seller Identification
Products are sold by NŪR Protocol, available at www.nurprotocol.com. For any question regarding an order, write to us at contact@nurprotocol.com. The company's full legal information is available in our Legal Notice.
3. Products
NŪR Protocol offers LED light beauty devices and access to an AI-powered beauty coaching service, the Skin Coach IA. The range includes a multi-color LED face mask, an LED neck and décolletage mask, and a hair stimulation headset.
The essential characteristics of each product appear on its product page on the Site. Photographs and colors are provided for illustrative purposes only and are not contractually binding.
Products are offered subject to availability. Some products may be sold as pre-orders: in that case, the product page indicates the estimated delivery date, and your payment is charged at the time of order.
Any gifts offered with a purchase are subject to availability. We cannot provide an alternative gift of equivalent value.
4. Orders
To place an order, you select your products, add them to your cart, enter your contact details and delivery address, then confirm and pay. Before payment, you can review your order details, any discount codes applied, and your delivery information, and correct any errors.
The order is concluded upon receipt of our confirmation email. We retain order data, which is binding evidence between us.
We may refuse or cancel an order in the event of an existing dispute with you, suspected fraud, an obvious pricing error, or stock shortage. You will then be fully refunded.
We are not responsible for orders lost or delayed due to an error in the delivery information you provided.
5. Price and Payment
Prices are shown in the currency displayed on the Site, inclusive of all taxes where VAT applies to the delivery country. Shipping costs are shown before the order is confirmed. We may change our prices at any time; the applicable price is the one shown at the time of your order.
For deliveries outside the European Union, customs duties and import taxes may be charged when the parcel arrives in your country. These are your responsibility. We can neither control nor predict them, and the carrier will contact you before delivery if payment is required.
Payment is made online by credit card or one of the other payment methods offered at checkout. It is processed by our secure payment provider: we do not have access to your full card number. Discount codes cannot be combined unless stated otherwise.
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.
11. Precautions for Use and Safety
NŪR Protocol devices are wellness and cosmetic care devices. They are not intended to diagnose, treat, or cure any disease, and we make no promise of any medical outcome. Results vary from person to person and require regular use in accordance with the instructions.
Before first use, carefully read the instructions provided with your device and follow the recommended duration and frequency of use. Perform a patch test on a small area, and discontinue use in the event of discomfort, persistent redness, or a skin reaction.
Seek medical advice before use, and do not use the device without it, if you are in any of the following situations:
- photosensitive epilepsy or marked sensitivity to light;
- taking photosensitizing medication;
- pregnancy or breastfeeding;
- a suspicious skin lesion, a history of skin cancer, or an active skin condition flare-up;
- an implanted medical device;
- users under 18 years old.
Protect your eyes as instructed in the manual. Do not open, disassemble, or modify the device, and only use the charger and accessories provided.
12. Skin Coach IA: Service Terms
The Skin Coach IA is a digital service accessible via the QR code included in every box, on our Site, and later in our mobile app once available. Based on your answers about your skin type, goals, lifestyle, and environment, it generates a personalized skincare routine. Access is included with the purchase of a NŪR Protocol device.
You are interacting with artificial intelligence. The Skin Coach IA is not a doctor, dermatologist, or healthcare professional. Its recommendations are generated automatically, for informational and cosmetic purposes only, and do not constitute a diagnosis or medical advice. If you have a skin condition, a known allergy, or any doubt, consult a healthcare professional.
Quality of recommendations. These depend on the information you provide, which must be accurate. An AI can make mistakes: check the ingredients of any skincare product before use, especially if you have allergies. Do not provide health information that is not necessary for your routine.
No guarantee of results. We strive to provide a reliable and available service, but we do not guarantee uninterrupted access or any particular result. The service may evolve, be interrupted for maintenance, or be modified; we will inform you when such changes are significant.
Personal use. The Skin Coach IA is strictly for your personal use. It is prohibited to extract its content in an automated manner, resell it, or use it for commercial purposes without our written consent.
The processing of your data by the Skin Coach IA is described in our Privacy Policy.
13. Liability and Force Majeure
We are not liable for damage resulting from use that does not comply with the instructions, failure to follow the precautions for use (Section 11), modification or disassembly of the device, or use of Skin Coach IA recommendations without the checks mentioned in Section 12.
Nothing in these Terms limits or excludes our liability for bodily injury, gross negligence, or willful misconduct, nor the rights granted to you by law as a consumer.
We cannot be held liable for any failure or delay caused by an event of force majeure within the meaning of the law (for example, natural disaster, conflict, carrier strike, customs blockage, or widespread network failure). In such cases, deadlines are suspended, and if the event lasts more than 60 days, either of us may cancel the order; you will then be refunded the amounts paid.
The Site may contain links to third-party websites whose content we do not control.
14. Intellectual Property
The NŪR Protocol brand, its logo, the Site, its text, images, videos, code, interfaces, and the Skin Coach IA (including its content and methodology) are protected by intellectual property law and are either owned by us or used with authorization. Any reproduction, representation, extraction, or use, in whole or in part, without our prior written consent is prohibited.
The routines generated for you by the Skin Coach IA are intended for your personal, non-commercial use.
15. Fair Use
If we observe unusual return activity (repeated returns of used devices, frequent orders and returns, items returned that do not match the order), we may suspend your account and any related accounts, and decline your future orders. This does not affect your legal rights regarding past orders. If you believe we have made a mistake, contact us at contact@nurprotocol.com.
If your account has been suspended and you need to make a valid return, we will send you a return form, with shipping costs remaining your responsibility.
16. Personal Data
We process your personal data to manage your order, delivery, customer service, and the Skin Coach IA. The terms of this processing, your rights, and how to exercise them are described in our Privacy Policy, available on the Site.
17. Mediation, Governing Law, and Disputes
In the event of any issue, please contact our customer service team first at contact@nurprotocol.com: we commit to responding within 5 business days.
If no amicable solution is found, you may use a consumer mediation service free of charge. Its contact details will be provided to you upon request at contact@nurprotocol.com.
These Terms are governed by French law. If you are a consumer in the European Union or the United Arab Emirates, you retain the benefit of the mandatory consumer protection provisions of your country of residence. You may bring proceedings before the courts with jurisdiction under the rules applicable to your situation.
If any clause of these Terms is declared invalid, the remaining clauses continue to apply. Failure to exercise a right does not constitute a waiver of that right.
18. Contact and Changes to These Terms
For any question, complaint, or return request: contact@nurprotocol.com.
We may update these Terms at any time. The Terms applicable to your order are those in effect on the date you placed it.