Refund policy

RETURN & REFUND POLICY

Last updated: 29 September 2026

At NŪR by Ben Roberts, we want you to be happy with your purchase. Please read our Return & Refund Policy carefully before placing your order.

RETURNS

For eligible physical products, you may request a return within 14 days of receiving your order.

To be eligible for a return, your item must be:

  • Unworn, unused and in its original condition
  • Unwashed
  • Free from marks, stains, makeup, fragrance or damage
  • Returned with all original tags and packaging attached where applicable
  • Accompanied by proof of purchase or your order number

To request a return, please contact us first at info@nurbybenroberts.com with your name, order number and reason for your return.

Please do not send a return without contacting us first.

CHANGE OF MIND & SIZING

If you change your mind or select the incorrect size, you may request a return within the eligible return period, provided the product meets our return conditions.

Unless required otherwise by applicable consumer law, customers are responsible for return shipping costs for change-of-mind or incorrect-size returns.

Original shipping charges are not refundable for change-of-mind returns.

EXCHANGES

If you would like a different size or eligible product, please contact us at info@nurbybenroberts.com.

Exchanges are subject to stock availability. If the requested item is unavailable, we may offer an alternative or refund where appropriate.

FAULTY, DAMAGED OR INCORRECT ITEMS

Please inspect your order when it arrives.

If you receive an item that is faulty, damaged or different from what you ordered, contact us as soon as reasonably possible at info@nurbybenroberts.com.

Please include your:

Order number
Name
Description of the issue
Photographs showing the fault, damage or incorrect item where appropriate

We will assess the issue and provide an appropriate remedy in accordance with applicable consumer law.

Nothing in this policy limits any rights or remedies you may have under applicable consumer protection laws.

PRE-ORDER ITEMS

Pre-order products are specifically ordered or produced according to the timeframe displayed on the relevant product page.

Please review the estimated pre-order timeframe carefully before purchasing.

A delay within a communicated estimated pre-order timeframe does not automatically make an order eligible for cancellation or refund. However, nothing in this policy excludes any cancellation, refund or other rights that you are legally entitled to.

DIGITAL PRODUCTS, PDFs & ONLINE COURSES

Due to the nature of digital products, digital downloads, PDFs, online courses and other electronically delivered content are generally non-refundable once access or delivery has been provided, except where a refund or other remedy is required by applicable law.

Please review the product description carefully before purchasing digital content.

If you experience a technical problem accessing content you have purchased, contact info@nurbybenroberts.com and we will assist you.

Digital products are for the purchaser's personal use and must not be shared, reproduced, distributed or resold unless NŪR by Ben Roberts has provided written permission.

NON-RETURNABLE ITEMS

Unless faulty or otherwise required by law, we may be unable to accept returns for:

  • Digital products once supplied or accessed
  • Gift cards
  • Items marked as final sale or non-returnable before purchase
  • Products that have been worn, washed, used or damaged after delivery
  • Products returned without their original tags where applicable
  • Items that cannot be resold for hygiene reasons where this was clearly disclosed before purchase

RETURN SHIPPING

For change-of-mind or sizing returns, customers are responsible for the cost of returning the product unless otherwise agreed.

We recommend using a tracked shipping service, as NŪR by Ben Roberts cannot take responsibility for a return parcel that does not reach us.

If your item is confirmed as faulty, damaged or incorrect, we will provide an appropriate solution regarding reasonable return costs where required.

REFUNDS

Once your return has been received and inspected, we will notify you regarding the outcome.

If a refund is approved, it will be issued to your original payment method.

Please allow time for your bank or payment provider to process and display the refund after it has been issued.

Processing times vary between financial institutions and payment providers.

INTERNATIONAL RETURNS

International customers may request an eligible return in accordance with this policy.

Unless the product is faulty, incorrect or applicable law provides otherwise, international customers are responsible for return shipping costs and any associated charges.

CANCELLATIONS

If you need to cancel an order, contact us as soon as possible at info@nurbybenroberts.com.

If your physical order has not yet entered processing or been dispatched, we will do our best to accommodate your request. We cannot guarantee cancellation once fulfilment has begun.

Different conditions may apply to pre-orders and digital products as outlined above.

CONSUMER RIGHTS

This policy does not exclude, restrict or modify any rights or remedies that cannot lawfully be excluded under applicable consumer protection laws.

CONTACT US

For all returns, exchanges, refunds or order concerns, please contact:

NŪR by Ben Roberts
Email: info@nurbybenroberts.com

Please contact us before returning any product so we can provide the appropriate return instructions.