Refund policy

Last updated: November 3, 2026

At Nur by Suhaliah, every bottle is carefully inspected and packaged before it leaves us. Fragrance is a personal care product, so for hygiene and safety reasons, all sales are final. We do not accept returns or exchanges, and we do not issue refunds once an order has shipped.

Please read product descriptions carefully before you buy. If you have questions about a scent, email us before placing your order and we’re happy to help.

What We Cover

We stand behind every order that leaves our hands. If something goes wrong in transit, we’ll make it right.

Damaged Items

If your order arrives broken, leaking, or damaged, email us within 48 hours of delivery with:

  • Your order number
  • Clear photos of the damaged item
  • Photos of the shipping box and packaging, inside and out

Please keep all packaging until your claim is resolved, as UPS may ask to inspect it. We’ll file the claim with UPS and send you a replacement at no cost once the damage is confirmed.

Lost Packages

If your tracking hasn’t updated for 7 business days, contact us. We’ll open a claim with UPS and send you a replacement at no cost once UPS confirms the package is lost.

Packages Marked Delivered

If tracking shows your package was delivered but you can’t find it, check with neighbors, look around your property, and allow 24 hours, since packages sometimes arrive after they’re marked delivered. Once UPS confirms delivery to the address entered at checkout, Nur by Suhaliah is not responsible for lost or stolen packages. We’ll gladly help you file a claim with UPS.

Wrong Item Received

If we sent the wrong item, email us within 48 hours of delivery with your order number and a photo of what you received. We’ll ship the correct item at no cost.

Replacements

Approved claims are resolved with a replacement of the same product. If that product is out of stock, we’ll issue a refund to your original payment method.

All claims must be submitted within 14 days of the delivery date shown on tracking. Claims submitted after that window cannot be accepted.

Not Covered

  • Change of mind or scent preference
  • Opened or used products
  • Skin sensitivity or allergic reactions. Please review ingredients and patch test before full use.
  • Orders delivered to an incorrect address entered at checkout
  • Packages UPS marks as delivered to the address provided

Order Cancellations

Orders can be cancelled for a full refund within 12 hours of purchase, before they begin processing. After that, orders cannot be cancelled. Orders placed with a PO Box or APO, FPO, or DPO address will be cancelled and refunded, since UPS cannot deliver to those addresses.

Questions?

Email us at hello@bysuhaliah.com with your order number, and we’ll respond within 1 to 2 business days.