NURIA — Return, Refund & Replacement Policy

Operated by Senem Group, LLC

1. Our Promise

We want you to feel settled with everything you receive from NURIA. If something isn't right, we'll make it straightforward to put right. This policy explains how to return an item, the timeframes that apply, and how refunds and replacements work — alongside your rights under the Egyptian Consumer Protection Law (Law No. 181 of 2018).

2. Changing Your Mind

You may return or exchange eligible items within 14 days of receiving your order, as provided under the Egyptian Consumer Protection Law (Law No. 181 of 2018). To do so, please keep the item in its original condition (see Section 3) and include your proof of purchase — your receipt or order confirmation. Simply let us know within that window and we'll guide you through the next steps.

3. Condition of Returned Items

So we can accept a change-of-mind return or exchange, please return items unused, in their original condition and packaging, with any seals and tags intact, together with your proof of purchase (your receipt or order confirmation). We ask that items are kept in a resaleable condition. This does not apply where an item is faulty, damaged, or not what you ordered (see Section 7).

4. How to Start a Return

Email us and we'll walk you through it calmly, step by step:

  • Write to camile@nuriaplay.com with your order number, your proof of purchase (your receipt or order confirmation), and the item you'd like to return or exchange.
  • We'll confirm your return is eligible and send you simple instructions, including the return address.
  • Please wait for our confirmation before sending anything back, so your return reaches the right place and is logged to your order.

5. Return Shipping

  • For change-of-mind returns, you arrange and cover the cost of return shipping. We recommend a tracked service, as the item remains your responsibility until it reaches us.
  • Where an item is faulty, damaged, or not what you ordered, NURIA covers the cost of return shipping in full — you will never be out of pocket for our error (see Section 7).

6. Refunds — How and When

Once we receive and check your returned item, we'll confirm your refund and process it to your original payment method. Refunds are issued within 14 days of our receiving the returned item.

  • Change-of-mind returns: we refund the price you paid for the returned item. The original outbound delivery charge is not refunded.
  • Faulty, damaged, or incorrect items: we refund the full amount, including the original and return delivery charges.

The time for the refund to appear depends on your bank or payment provider.

7. Faulty, Damaged, or Incorrect Items

If something arrives faulty, damaged, or different from what you ordered, please tell us as soon as you reasonably can after receiving it, with your order number and a photo where possible. We'll arrange a replacement or a full refund — including all delivery costs — whichever you prefer and subject to availability. Nothing in this section affects your statutory rights under Law 181/2018.

8. Replacements and Exchanges

If you'd like a different item rather than a refund, let us know when you start your return and we'll help you exchange it, subject to availability. Where there's a price difference, we'll explain it clearly before anything is processed.

9. Items We're Unable to Accept Back

For safety and hygiene reasons, a small number of items can't be returned once opened, unless they are faulty:

  • Items where a hygiene or safety seal has been broken.
  • Personalised or made-to-order items.
  • Gift cards.

10. Gifts

If you received a NURIA item as a gift, you're welcome to arrange a return for an exchange or a credit. Just reach out with the order details from the gift, and we'll handle it discreetly.

11. Your Statutory Rights

This policy sits alongside your legal rights and does not replace them. Your rights under the Egyptian Consumer Protection Law (Law No. 181 of 2018) and other applicable Egyptian law remain fully protected.

12. How to Reach Us

Senem Group, LLC (trading as NURIA / NURIA Play) Email: camile@nuriaplay.com · Website: nuriaplay.com

This Policy is governed by the laws of the Arab Republic of Egypt. Where an Arabic version is published alongside this English version, the Arabic version prevails in the event of any conflict; until then, this English version applies.

Effective date: 1 July 2026

An Arabic version will be published in due course; where published, the Arabic version controls for Egyptian-law purposes.