Politique de remboursement
Please read these terms carefully before ordering with us. These terms tell you what you need to know about buying with us. If you think there might be a mistake in these terms, please let us know. We may revise these terms and conditions by posting updated terms on our website. The terms and conditions posted on the website at the time you place your order will govern that purchase.
1. Who we are and how to contact us
1.1 Who we are. We are Nuro Labs (“Nuro”, “we”, “us”, “our”).
1.2 How to contact us. You can contact us by email at contact@nurolabs.co.uk.
1.3 How we may contact you. If we have to contact you, we will do so by email using the email address you provided when placing your order.
2. Placing an order rights
2.1 How you can place an order. Orders are placed through our website. Once you’ve added the product(s) you’d like to your basket, you’ll go through our checkout procedure where you’ll need to enter your contact details, delivery and billing information. Please check your order (e.g. the product(s), quantity and delivery address) before clicking the “complete order” or “pay now” button.
2.2 Acceptance of your order. Your order is an offer from you to us to buy the product(s) in your basket. After you place an order, you will receive an email confirming that we have received it. Our acceptance of your order takes place when we email you to confirm we’ve dispatched your product(s). At this point a contract will come into existence between you and us. When we acknowledge your order, we’ll also confirm your order number. If you need to contact us about your order, please quote this number.
2.3 Restrictions on placing orders. To order our products, you must be at least 18 years old and authorised to use the payment method used to pay for the products you order. If you are under 18, you may place an order only with involvement of a parent or guardian.
3. Our rights to cancel your order
3.1 If we cannot fulfil your order. In the unlikely event that we’re unable to fulfil your order (e.g. because the product is out of stock, we haven’t been able to verify the billing information you’ve provided, you have requested delivery to a country that we do not currently ship to, or there has been an error in the pricing or description of the product), we’ll let you know by email and we won’t charge you (or we will refund you) for the product.
3.2 Unusual or suspicious activity. We provide our products for personal use only. We may cancel an order if we notice something unusual or suspect that our products are being exploited for any commercial, business or re-sale purpose. If this happens and you think we’ve made a mistake, please contact us at contact@nurolabs.co.uk.
3.3 Suspending the supply of products. We may have to suspend the supply of a product to you to:
deal with technical problems or make minor technical changes;
update the product to reflect changes in relevant laws and regulatory requirements; and/or
make changes to the product as notified by us to you.
4. Our products
4.1 What we provide. We provide food supplements and wellness products.
4.2 Descriptions of our products. The pictures of our products (and packaging) on our website are for illustrative purposes only. We work to ensure that product information is accurate but we can’t guarantee that a device’s display of colours exactly reflects the colour of our packaging.
4.3 Important supplement notice. Food supplements are not intended to diagnose, treat, cure or prevent any disease. Always read the label and do not exceed the stated recommended dose. If you are pregnant, breastfeeding, taking medication, or under medical supervision, consult a healthcare professional before use.
5. Delivery
5.1 Delivery destination. We currently ship to [INSERT: e.g., the United Kingdom only]. Any delivery restrictions will be shown at checkout or on our website.
5.2 Delivery costs. Delivery charges will be shown at checkout.
5.3 Additional charges. Any customs, duties or additional charges (for example, if we ship outside the UK) will be your responsibility and are not included in the delivery costs unless stated otherwise.
5.4 When we will provide the products. Delivery times depend on the delivery option selected at checkout. During promotional periods, delivery may take longer.
5.5 We are not responsible for delays outside our control. If delivery is delayed by an event outside our control (e.g. postal/courier delays, logistics or bad weather), we’ll let you know as soon as possible.
5.6 If you are not available when the product is delivered. If no one is able to take delivery and the products cannot be posted through your letterbox, the courier will notify you and explain how to rearrange delivery or collection.
6. Your rights to end the contract and refunds
6.1 You can always end your contract with us. Your rights when you end the contract will depend on what you have bought, whether there is anything wrong with it, how we are performing and when you decide to end the contract. We’re under a legal duty to supply products that are in conformity with this contract and nothing in these terms will affect your legal rights.
6.2 Faulty or incorrect items. If what you have bought is faulty or differs substantially from how it is described, you may have a legal right to end the contract (or to get the product replaced or refunded). Please contact us at contact@nurolabs.co.uk with your order number and photos where relevant.
6.3 Change of mind (sealed products). If you have changed your mind, you may be entitled to cancel your order in line with your legal rights. However, due to health, safety and hygiene standards, we cannot accept returns or offer refunds for any supplement product once the tamper-evident seal has been broken or removed, or where the product has been opened.
6.4 Non-returnable items. For hygiene and safety reasons, the following are non-returnable:
any supplement product where the seal has been broken/removed or the product has been opened;
any product that has been used, damaged or is not in its original packaging.
7. Returns and refunds
7.1 Tell us you want to end the contract. To end the contract with us or if you have any complaints, please email contact@nurolabs.co.uk and include your name, delivery address, order number and the reason for your request.
7.2 Returning products. If a return is approved, you must return the item as instructed by us. Items must be returned unused and in original packaging. Please note: we do not accept returns or provide refunds for any supplement product once the seal is broken/removed or the product has been opened.
7.3 How and when we will refund you. Approved refunds will be processed to the original payment method. We will make any refunds due to you as soon as possible and within the timeframe required by law.
8. Our rights to end the contract
8.1 We may end the contract if you break it. We may end the contract for a product at any time by writing to you if:
you do not, within a reasonable time of us asking for it, provide information necessary for delivery (e.g. delivery address); or
you do not, within a reasonable time, allow us to deliver the products to you.
8.2 Refunds. If we end the contract in the situations set out above, we will refund any money you have paid to us for products we have not provided.
10. Discount Codes
10.1 From time to time we may release discount codes (“Codes”). Codes are valid for a limited period and may be withdrawn at any time.
10.2 Only one Code may be applied per order unless stated otherwise. Codes cannot be exchanged for cash and are non-transferable.
9. Price and payment
9.1 Where to find the price for the product. The price (including VAT where applicable) is the price shown on the product page at the time you place your order.
9.2 VAT changes. If the rate of VAT changes between your order date and the date we supply the product, we’ll adjust the VAT you pay, unless you have already paid in full before the change takes effect.
9.3 We may change our prices. We may update prices at any time. Price changes do not affect orders already placed and accepted.
9.4 What happens if we get the price wrong. If we discover an obvious pricing error, we may cancel the order, refund you any sums paid, and (where relevant) require return of any items supplied.
9.5 When you must pay and how you must pay. We accept the payment methods shown at checkout. Payment is typically taken at the time of order.
11. Our responsibility for loss or damage suffered by you
11.1 We are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or failing to use reasonable care and skill.
11.2 We do not exclude or limit liability where it would be unlawful to do so, including for death or personal injury caused by negligence, fraud, or breach of your legal rights.
11.3 We are not liable for business losses. We only supply products for private use. If you use the products for any commercial, business or re-sale purpose we will have no liability for loss of profit, loss of business, business interruption, or loss of business opportunity.
12. How we may use your personal information
We will only use your personal information as set out in our Privacy Policy on our website.
13. Other important terms
13.1 We may transfer our rights and obligations under these terms to another organisation. We will contact you if this happens.
13.2 You may only transfer your rights or obligations under these terms to another person if we agree in writing.
13.3 This contract is between you and us. No other person has any rights to enforce any of its terms.
13.4 We may change these terms at any time. The most up-to-date version will always be on our website.
13.5 If a court finds part of this contract illegal, the rest will continue in force.
13.6 Even if we delay enforcing these terms, we can still enforce them later.
13.7 Governing law. These terms are governed by English law and you can bring legal proceedings in the English courts. If you live in Scotland or Northern Ireland, you may bring proceedings in your local courts or the English courts.