Returns Policy

Last updated: September 4, 2026

1. Eligibility for Returns

You may return most NUGIRAY products within 30 days of delivery for a full refund. To be eligible:

• Items must be returned within 30 days of the delivery date
• Fragrance must be at least 80% full (we cannot accept nearly-empty bottles)
• Items must be in their original packaging
• For Discovery Sets: the set must include at least 3 of the 5 vials, with each at least 80% full

2. Items That Cannot Be Returned

Due to hygiene regulations and the intimate nature of fragrance products, the following cannot be returned:

• Opened, used, or partially used products (unless defective — see Section 4)
• Gift cards
• Final sale / clearance items (marked as such at time of purchase)
• Personalized or customized products
• Items returned more than 30 days after delivery

By placing an order, you acknowledge that opened fragrance products cannot be resold by us due to hygiene laws, and therefore cannot be returned for buyer's remorse.

3. Damaged or Defective Items

If your item arrives damaged or defective, you are entitled to a full refund or replacement regardless of the 30-day window. This includes:

• Broken bottles or sprayers
• Leaking during shipping (despite our protective packaging)
• Wrong item received
• Manufacturing defects (e.g., discoloration, separation of ingredients)

To report a damaged item:

1. Take clear photos of the damaged product AND the outer packaging within 48 hours of delivery
2. Email hello@nugiray.com with your order number and photos
3. We respond within 1 business day with a resolution (replacement or refund)

4. How to Initiate a Return

Step-by-step return process:

1. Email hello@nugiray.com with your order number and the item(s) you wish to return
2. We will email you a prepaid return label (for US/EU/UK orders) or provide return instructions for your region within 1 business day
3. Pack the item(s) securely in the original packaging if possible
4. Drop off the package at any DHL/FedEx/USPS location (depending on your region)
5. Email us the tracking number
6. Once we receive and inspect the return, we will process your refund within 5 business days

Return shipping costs: We provide free return shipping for damaged/defective items and for first-time customer returns. For subsequent returns or returns outside the 30-day window (if approved), return shipping is deducted from your refund.

5. Refunds

Refunds are issued to the original payment method:

• Credit/debit cards: 5-10 business days to appear on your statement
• PayPal: 1-3 business days
• Apple Pay / Google Pay: depends on your card issuer
• Regional payment methods (Klarna, Afterpay, etc.): per their policies

You will receive an email confirmation when your refund is issued. We do not charge any restocking fees.

6. Exchanges

We currently do not offer direct exchanges. If you wish to swap a fragrance for another, please return the original item for a refund and place a new order. This ensures you receive your new fragrance as quickly as possible.

7. EU Right of Withdrawal

If you are an EU/EEA consumer, you have a statutory 14-day "right of withdrawal" under the Consumer Rights Directive. You may withdraw from your order within 14 days of receiving the goods without giving any reason.

Exception: Per Article 16(m) of the Directive, the right of withdrawal does not apply to "the supply of goods which are made to the consumer's specifications or are clearly personalized" and "the supply of sealed goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery." Opened fragrances fall under this exception.

However, for sealed/unopened items, the 14-day right applies in addition to our voluntary 30-day satisfaction guarantee.

8. Lost Return Packages

We are not responsible for return packages lost in transit. We recommend:

• Using a tracked shipping service
• Keeping your tracking receipt until refund is processed
• Insuring high-value returns

If your return is lost, file a claim with the carrier. We will work with you to resolve the issue but cannot guarantee a refund without proof of delivery.

9. Sale Items

Sale items can be returned within 30 days if they meet the eligibility criteria in Section 1. Final sale items (marked as such) cannot be returned.

10. Gift Returns

If you received a NUGIRAY item as a gift and wish to return it, please contact hello@nugiray.com with the order number (if available) or the gift recipient's name and address. We will process the return and issue a NUGIRAY store credit to the original purchaser.

11. Contact

For return questions: hello@nugiray.com

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