Terms and conditions
Effective 26 October 2026
These terms apply to consumer purchases of hair care, cosmetics, beauty products and soaps from the NouraHair online store. They explain who sells the products, how orders are fulfilled, and your delivery, cancellation and refund rights. Mandatory consumer rights apply even where they provide greater protection than these terms.
1. About us and how to contact us
NouraHair is operated by Nexora Ventures L.L.C-FZ, with its registered address at Meydan Grandstand, 6th floor, Meydan Road, Nad Al Sheba, Dubai, U.A.E. Nexora Ventures L.L.C-FZ is the seller and your contracting party, including for our private label products and products fulfilled by third parties.
Trade licence number: 2652543.01. Applicable tax registration details are provided on invoices where required.
Website: https://nourahair.com. Customer service, complaints, refunds and cancellations: refunds@nourahair.com. Privacy enquiries: privacy@nourahair.com. You may also write to our registered address.
These terms cover retail product purchases for personal use. Wholesale, resale and salon or treatment services require separate agreed terms.
2. Using the store and your account
You must be at least 18 and legally able to enter into a purchase contract. Provide accurate contact, delivery and payment details and use a payment method you are authorised to use.
If you create an account, keep your login details secure and tell us promptly if you suspect unauthorised access. Your account may show your orders and delivery status. Contact us if an account entry appears incorrect.
You may ask us to close your account. Closing an account does not cancel an existing order, erase records we must lawfully retain, or affect a refund or claim. We may restrict account access where reasonably necessary to address suspected fraud, security threats or serious misuse. We will act proportionately and explain the restriction where lawful; your existing consumer rights remain available.
3. Products and safe use
The product page and packaging provide the product’s main characteristics, quantity, ingredients, usage instructions and relevant warnings. Read these before purchase and use, including any allergy warnings, expiry date or period after opening. Follow any patch test instructions applicable to that product. Stop using a product if irritation occurs and seek appropriate medical advice where necessary.
Our products are cosmetics unless the product description expressly states otherwise. General hair care information on the website is not medical advice. Individual results may vary, but this does not excuse inaccurate product descriptions or unsupported claims.
Images are illustrative and screen colours may vary slightly. We will not substitute a materially different product, formula or quantity without your agreement. A packaging update will not reduce the product’s agreed quality, quantity, safety or other essential characteristics.
Being a UAE brand or dispatching from a particular country does not, by itself, identify where a product was manufactured. Relevant origin information is provided on the product or its listing where required.
4. Orders and acceptance
Before submitting an order, you can review the products, delivery details, price and any charges and correct errors. Placing an order creates an obligation to pay the displayed total.
Our initial order acknowledgement confirms receipt of your request. Your purchase contract is formed when we send an express order acceptance or dispatch confirmation, whichever comes first. Payment may be collected before acceptance. If we cannot accept your order, we will explain and promptly return any payment collected.
We may decline an order before acceptance if a product is unavailable, delivery is not possible to the selected destination, payment fails or there are reasonable grounds to suspect fraud. If a material pricing or description error is discovered, we will explain it and ask whether you wish to order on the corrected basis. We will not charge a higher price without your agreement. Once accepted, an order cannot be cancelled by us simply because we prefer a different price.
Contact us promptly if you need to change or cancel an order. Changes may not be possible once fulfilment begins, but your statutory cancellation and faulty-product rights remain unaffected.
5. Prices and payment
Payment is due in full when you place your order. We accept Visa and Mastercard credit and debit cards only. Card payments are handled by a third-party payment provider certified to the Payment Card Industry Data Security Standard (PCI DSS). Our website does not hold or store your card details. The transaction currency and total amount are shown before you pay. Shipping amounts and the free-shipping threshold in these terms are in UAE dirhams (AED).
The product price includes applicable taxes and any import duties or customs clearance charges for delivery to a supported destination. Before payment, checkout displays the final product total and any delivery fee. You pay that total only; we do not require additional import or delivery charges on arrival.
Your bank or payment provider may apply its own currency conversion or foreign transaction charges. These are separate from our prices. We do not add undisclosed fees after you place your order.
Promotion conditions, eligibility and expiry dates are stated with the offer. Discounts do not reduce statutory rights. Where legally required, advertised reductions include the relevant prior price information.
6. Shipping and fulfilment
Orders are fulfilled from logistics centres in the European Union and the United Kingdom. We may use different warehouses and delivery partners according to stock and destination. The dispatch country is not necessarily the country of manufacture. Nexora remains responsible for performing your sales contract.
Standard shipping takes an estimated 2 to 5 business days from when you place your order. It is free for orders with a product subtotal of AED 50 or more after discounts and before delivery fees. For orders below AED 50, standard shipping costs AED 15. Express shipping takes an estimated 1 to 3 business days from when you place your order and costs AED 15 total for any order, regardless of order value. Express is not charged on top of the standard shipping fee. These delivery estimates include order processing and transit time and assume successful payment when the order is placed.
Business days are Monday to Friday, excluding public holidays affecting the dispatch or delivery location. Available destinations, delivery options, any order cutoff and any longer timeframe are shown before you pay. Pre-orders, remote destinations or products subject to transport restrictions will have their own clearly disclosed arrangements.
Orders may arrive in separate parcels. We will tell you about split shipments and provide dispatch or tracking information where available. We will not add a delivery charge because we choose to split an order.
If delivery is delayed, contact customer service. We will investigate and give you an updated estimate. You retain legal rights to require delivery within an appropriate additional period and then cancel, or to cancel immediately where the law allows, including where an agreed essential delivery date is missed or we refuse to deliver. Unless another period is agreed, applicable UK and EU rules generally require delivery within 30 calendar days.
We are responsible for loss or damage until you or a person you nominate takes physical possession, except where the law provides otherwise for a carrier independently commissioned by you and not offered by us. A tracking status alone does not remove our responsibility to investigate non-delivery.
Please provide an address where delivery can be received. If an address error or failed delivery requires redelivery, we will explain any reasonable additional cost and obtain your agreement before charging it.
7. Customs and cross border deliveries
UK, EU and UAE deliveries may involve a border crossing, depending on the warehouse used. Any applicable import taxes, customs duties and clearance charges are included in the final product price and delivery fee shown before payment. We arrange the necessary fulfilment and customs handling so that you are not required to pay an additional amount on delivery. If a carrier requests an unexpected charge, contact refunds@nourahair.com so we can resolve it.
Customs procedures can affect delivery estimates. A delay does not remove your cancellation or other mandatory rights. If customs information is needed, we will request only what is reasonably necessary and explain how to provide it. Our choice of warehouse will not create an additional charge for you.
8. Faulty incorrect damaged or misdescribed products
If a product arrives faulty, damaged, incorrect or not as described, contact refunds@nourahair.com. We will review the issue and provide a refund for a qualifying product issue, together with collection or prepaid return instructions where a return is needed. You do not have to pursue the manufacturer, warehouse or courier yourself.
Please report an issue within 14 calendar days of delivery where possible so we can resolve it quickly. This is a request for prompt reporting, not a deadline that removes legal rights. Faults discovered later remain covered for the period required by applicable law.
Include your order number or other reasonable proof of purchase, a description of the issue and, where reasonably available, photographs of the product, packaging and batch code. We may reasonably inspect an item. We will not insist on photographs, original packaging or proof that a defect existed at delivery where doing so would unlawfully restrict your rights or reverse a statutory presumption in your favour.
We pay necessary collection or return costs for qualifying faulty, incorrect, damaged or misdescribed goods. Do not send leaking, unsafe, pressurised or otherwise transport-restricted products by ordinary post; contact us for safe instructions. Please keep the product available unless we tell you a return is unnecessary.
For UK consumers, faulty goods generally carry a short-term right to reject within 30 days, with further rights to repair, replacement, price reduction or final rejection where applicable. For EU consumers, the legal guarantee of conformity generally lasts at least two years from delivery; national law may provide longer protection. Remedies depend on the circumstances and applicable law. Normal use, shelf life and the nature of a consumable product are relevant; the guarantee is not a promise that a used-up product lasts two years.
For UAE consumers, applicable rights concerning defective goods, replacement, repair, reimbursement and compensation remain available. Our refund offer adds to your legal remedies and does not require you to accept a less favourable remedy.
9. Changing your mind and cancelling a purchase
For UK and EU distance purchases, you generally have 14 calendar days after the day you or your nominated recipient receives the goods to tell us you are cancelling, without giving a reason. If one order is delivered in separate shipments, the period generally runs from receipt of the last item. We voluntarily offer UAE consumers the same 14-day change-of-mind period, subject to the return conditions and lawful exceptions explained in this section. Any greater mandatory rights remain available. Faulty-product rights are covered separately in section 8.
To cancel, email refunds@nourahair.com, write to our registered address or send any other clear statement of cancellation. You do not need to wait for approval to exercise a legal cancellation right. A website withdrawal function provided for your market is an additional way to notify us.
Send the goods back within 14 calendar days after notifying us. We will confirm the appropriate return address or collection instructions by email for your order. Return locations may vary according to your destination and the fulfilment centre used; our registered office is not the default returns warehouse. If instructions are delayed, contact us promptly and retain proof of your cancellation. Our internal process will not shorten your statutory deadline or entitlement.
For change-of-mind returns, you pay the direct return postage or collection cost unless we agree otherwise or the law requires us to pay. Any collection service we offer will be priced for your agreement. We do not charge a restocking fee. Keep proof of dispatch.
You may inspect goods as you reasonably would in a shop. Where legally permitted, we may reduce a change-of-mind refund for diminished value caused by handling beyond what is necessary to establish the goods’ nature, characteristics and functioning. We will explain any deduction. Original packaging is helpful but is not an absolute condition of a statutory return.
The change-of-mind right does not apply to goods sealed for health protection or hygiene reasons that are genuinely unsuitable for return once unsealed and were unsealed after delivery, or to genuinely personalised goods, where the legal exception applies and was explained before purchase. This is not a blanket exclusion for all cosmetics or for every opened box. Private label branding alone does not make a product personalised. These exceptions do not affect faulty-product rights.
10. Refund amounts and timing
Refunds are normally made to the original payment method, without a refund fee. We will not substitute store credit without your agreement. A refund for a qualifying product issue includes legally recoverable delivery charges and necessary return costs. If the whole order is cancelled under the change-of-mind right, we refund the cost of our least expensive standard delivery option for that order. This is AED 15 for orders below AED 50 and zero for orders of AED 50 or more. Consequently, an AED 15 express fee is refundable in full for an order below AED 50, but is an express upgrade above free standard shipping for an order of AED 50 or more and need not be refunded unless the law requires it.
We aim to issue refunds promptly and within 7 working days after entitlement is established and any lawful return condition is met. Your bank or payment provider may take additional processing time, sometimes up to 7 working days, to show the credit. These estimates never extend a legal refund deadline.
For UK and EU statutory change-of-mind cancellations, reimbursement is due without undue delay and within 14 calendar days after we are informed of cancellation. Where legally permitted, we may withhold reimbursement until we receive the goods or evidence that they were sent back, whichever occurs first; this does not apply where we have offered to collect the goods. For a UK statutory rejection of faulty goods, the refund is due without undue delay and no later than 14 calendar days after we agree you are entitled to it. Any shorter applicable deadline takes priority.
11. Complaints responsibility and events outside our control
Send complaints to customer service or refunds@nourahair.com with your order details and the outcome you seek. We aim to acknowledge complaints within 3 business days and provide a substantive response within 14 calendar days. If more time is reasonably needed, we will explain why and keep you updated without delaying any mandatory remedy.
We are responsible for foreseeable loss or damage caused by our breach of contract or failure to use reasonable care and skill. We do not exclude liability for death or personal injury caused by negligence, fraud, defective products or any other liability that cannot lawfully be limited. These terms contain no cap that reduces your mandatory consumer protection.
If an event outside our reasonable control disrupts fulfilment, we will tell you, take reasonable steps to reduce its effect and explain your options. You retain any right to cancel and recover payment for undelivered goods. We do not treat ordinary supplier or courier issues as removing our responsibility to you.
12. Website content privacy and changes
Our branding, photographs and website content belong to us or our licensors. You may use the website for ordinary personal shopping; you may not misuse the site, compromise its security or copy protected content for unauthorised commercial use.
Our Privacy Policy explains how we process personal data. Optional marketing and non-essential tracking require the choices described there; accepting these terms is not consent to either.
We may update these terms for future purchases. The version supplied when we accept your order applies to that order unless a change is legally required or agreed with you. If a term is unenforceable, the remaining terms continue where lawful. You retain every right that cannot legally be waived.
13. Governing law and dispute resolution
These terms are governed by the laws applicable in Dubai and the federal laws of the United Arab Emirates, subject to mandatory consumer law. This choice does not deprive consumers of non-excludable protection under the law of their country of habitual residence, including relevant UK or EU protections where we direct sales there.
You may bring proceedings in any court available under applicable consumer jurisdiction rules, including the courts of your home country where those rules permit. These terms do not impose exclusive Dubai jurisdiction or mandatory arbitration on consumers. You may also contact a competent consumer authority or use an applicable dispute resolution process. We will provide any legally required information about an appropriate dispute resolution body when dealing with an unresolved complaint.
14. Contact us
If you have any questions about these Terms and Conditions, your order or any other aspect of NouraHair, please contact us at refunds@nourahair.com. For questions about how we use your personal data, please email privacy@nourahair.com.
NouraHair is operated by Nexora Ventures L.L.C-FZ, trade licence number 2652543.01. You can also write to us at Meydan Grandstand, 6th floor, Meydan Road, Nad Al Sheba, Dubai, U.A.E.
Website: https://nourahair.com
