Refund policy

Last updated: 12 June 2026

This policy explains every way you can return a product or get your money back from nodraskin.com, including your legal rights, our voluntary 100-day Nodra Promise guarantee, and exactly what happens at each step. Nothing in this policy reduces or replaces your statutory rights as a consumer; where this policy gives you more than the law requires, you may rely on whichever is better for you.

There are four routes to a refund, and they work differently. In short: (1) you changed your mind within 14 days and the product is unopened; (2) the product arrived damaged, faulty, or not what you ordered; (3) you used the product and it was not right for your skin, which is covered by the 100-day Nodra Promise; or (4) your skin reacted to it. Each is set out in full below.

1. Changed your mind: the 14-day cooling-off right

If you are a consumer in the United Kingdom or the European Union, you have a legal right to cancel your order without giving any reason. This comes from the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 in the UK and the Consumer Rights Directive in the EU.

How long you have. The cancellation period ends 14 days after the day on which you, or a person you nominate (other than the carrier), receives the goods. If your order is delivered in instalments, it ends 14 days after the day you receive the last item.

How to cancel. Email hello@nodraskin.com with a clear statement that you wish to cancel, including your order number, name and address. You may, but do not have to, use the model cancellation form at the end of this section. You only need to send your cancellation before the 14-day period expires; we will email you an acknowledgement promptly.

The hygiene exception, in plain terms. Our products are sealed cosmetics. By law, the right to cancel is lost for any product that has been unsealed after delivery, because skincare cannot be resold once opened. If you have opened the jar and it is not right for you, do not worry: that is exactly what the Nodra Promise in section 4 is for, and it is more generous than this statutory right.

Returning the goods. You must send the unopened goods back to us at the return address we give you in our acknowledgement, without undue delay and at the latest within 14 days of telling us you wish to cancel. You pay the direct cost of returning the goods for a change-of-mind cancellation; we recommend a tracked service, as the goods are your responsibility until they reach us. You are liable for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature and characteristics.

Your refund. We will refund the full price you paid, including standard delivery costs (delivery is free at our store, so in practice this means the full order amount), without undue delay and in any event within 14 days of the day we receive the goods back or the day you provide evidence of having sent them, whichever is earlier. The refund goes to your original payment method and we will never charge a fee for processing it.

Model cancellation form (complete and email to hello@nodraskin.com only if you wish to cancel):
To Nodra Skin, hello@nodraskin.com: I hereby give notice that I cancel my contract of sale of the following goods: [product and quantity]. Ordered on [date] / received on [date]. Order number: [number]. Name of consumer: [name]. Address of consumer: [address]. Date: [date].

2. Damaged, faulty or not as described

If something is wrong with what you received, your legal remedies come first and cost you nothing. In the UK these rights come from the Consumer Rights Act 2015, which requires goods to be of satisfactory quality, fit for purpose and as described; EU consumers have equivalent rights under their national law.

What counts. The jar arrived damaged or leaking; the product is spoiled, contaminated or clearly defective; you received the wrong product or the wrong scent; an item is missing from your order; or the product is materially different from how it was described on the Site. Natural variation in colour, scent and texture between batches of a handmade natural product is normal and is not a fault.

What to do. Email hello@nodraskin.com within 48 hours of delivery if you can (sooner helps us claim against the carrier, but your legal rights last much longer than 48 hours and a later report is still honoured). Include your order number and a photo of the problem.

What we do. Your choice of a free replacement, sent with priority handling, or an immediate full refund, including any costs you incurred. You never pay return postage for a faulty or incorrect item; in almost all cases we will not ask you to return it at all, just to dispose of a damaged product safely.

Your longer-term rights, for completeness. Under the Consumer Rights Act 2015, UK consumers have 30 days from delivery to reject faulty goods for a full refund; after 30 days you are entitled to a replacement, and if that fails, to a price reduction or a final refund. Faults appearing within 6 months of delivery are presumed to have existed at delivery unless we prove otherwise. Claims can be brought for up to 6 years in England, Wales and Northern Ireland, and 5 years in Scotland. We honour all of these in full.

3. Missing, lost and undelivered parcels

We remain responsible for your order until it is delivered to the address you gave us. If tracking has stalled for 10 business days (15 for international orders), or your parcel is marked delivered but has not arrived after you have checked with household members, neighbours and your local depot, contact us and choose either a free priority replacement or a full refund. Full details, including address errors and refused parcels, are in our Shipping Policy.

4. Not right for your skin: the 100-day Nodra Promise

If you have used the balm and your skin does not feel softer and calmer, you are covered by our voluntary 100-day money-back guarantee. This is a contractual promise we make on top of your legal rights, and it covers exactly the situation the statutory rules do not: an opened, used product that simply did not work for you.

The short version: activate the guarantee by emailing us a photo of the skin you want to improve within 14 days of delivery, use the balm daily for at least 30 consecutive days, and if it is not right, email us a photo of the same skin within 100 days of delivery. We refund the full order, including bundles, to your original payment method, and you keep the jar; we never ask for anything to be posted back. It applies to first orders bought directly from nodraskin.com, one claim per customer and per household.

The full conditions, including the allergic reaction exception described in section 5, are set out in our Guarantee Policy, which forms part of these terms. If a claim does not qualify under the Promise (for example, it was not activated in time), your statutory rights in sections 1 and 2 are unaffected and we will still look at the situation fairly; tell us what happened.

5. Allergic reactions

If your skin reacts to the product (redness, itching, swelling or irritation), stop using it immediately. Email hello@nodraskin.com with your order number and a photo of the reaction and we will refund you in full straight away. You do not need to have activated the guarantee, you do not need to wait 30 days, and you do not return anything. If the reaction is severe, seek medical advice first; the refund will wait. We recommend a patch test on the inner arm 24 hours before first use, and the Unscented variant for sensitive skin, during pregnancy and for children.

6. How refunds are paid

All refunds go to the original payment method used for the order; we cannot redirect refunds to a different card or account, as this is an anti-fraud measure that protects you. Where an order was part-paid with a discount code, we refund the amount actually paid. We do not issue refunds as store credit unless you ask us to.

Timing. Once a refund is approved we issue it immediately. Statutory refunds are always issued within the legal deadline of 14 days. After we issue a refund, your bank or card issuer typically takes 5 to 10 business days to show it; PayPal is usually faster. If 15 business days have passed since our refund confirmation email and nothing has arrived, check with your bank first (refunds sometimes post against the original transaction date), then contact us and we will provide the refund reference (ARN) so your bank can trace it.

Currency. Refunds are issued in the currency you paid in. If your card issuer converted the payment, the refunded amount in your local currency may differ slightly due to exchange-rate movement and card fees; this is controlled by your bank, not us.

7. Exchanges and scent swaps

We make one product in three scents, so formal exchanges are rarely needed. If you ordered the wrong scent and the jar is unopened, contact us within 14 days and we will arrange a swap under the cooling-off process in section 1, or simply refund the item once returned so you can reorder. If you have opened a scent and it is not for you, that is covered by the Nodra Promise. If we sent you the wrong scent, that is our error under section 2 and the replacement is free.

8. Gifts

Refunds can only go back to the payment method that placed the order. If you received Nodra as a gift and something is wrong with it, contact us with the order number (the giver can forward their confirmation email) and we will arrange a replacement to your address, or a refund to the original purchaser.

9. What is not covered

We may refuse a return or refund where: the claim is outside the windows set out above and no statutory right applies; the order was placed for resale or through a freight forwarder or parcel-forwarding service; the claim is fraudulent or abusive, for example claims across multiple accounts or households for the same product; or the product was deliberately damaged or misused. We will always tell you why a claim has been refused, and refusal never affects your statutory rights, which we honour without exception.

10. Chargebacks

If something has gone wrong, please contact us before raising a dispute with your bank: we resolve almost everything within one business day, and a refund from us will reach you faster than a chargeback, which can take your bank 30 to 90 days. Raising a chargeback while a refund is already in progress can cause the bank to freeze both, delaying your money.

11. Complaints and unresolved disputes

Email hello@nodraskin.com and a human will reply within one business day. If you are not satisfied with how we have handled a return or refund, ask for your complaint to be escalated and we will review it afresh and respond within 5 business days. UK consumers can also seek free advice from Citizens Advice (citizensadvice.org.uk). Nothing in this policy prevents you from bringing a claim before the courts described in our Terms of Sale.

12. Contact

Orders, returns and refunds: hello@nodraskin.com
Legal matters: legal@nodraskin.com

This policy should be read together with our Terms of Sale, Shipping Policy and Guarantee Policy. Where this policy overlaps with your rights under the Consumer Rights Act 2015, the Consumer Contracts Regulations 2013 or any other law that applies to you, the law prevails and we honour it in full.