Refund policy
RETURNS & REFUND POLICY
At NUBALKIA, your satisfaction and trust are at the heart of our ritual. We believe ancestral beauty deserves modern transparency. This policy outlines your rights, our commitments, and the specific conditions related to cosmetic products and hair accessories.
1.YOUR LEGAL RIGHT OF WITHDRAWAL
In accordance with European consumer law (Article L221-18 of the French Consumer Code, EU Directive 2011/83/EU, and the UK Consumer Contracts Regulations 2013), you have the right to withdraw from your purchase within 14 days of receiving your order, without justification.
However, please note the important exceptions outlined in Section 3 below, specifically regarding cosmetic products and items sealed for hygiene reasons.
2. NUBALKIA EXTENDED SATISFACTION GUARANTEE
Beyond the legal 14-day period, NUBALKIA offers an extended 30-day satisfaction guarantee on eligible products only (see Section 3). This extension applies exclusively to unopened items in their original sealed packaging.
3. PRODUCTS ELIGIBLE FOR RETURN
NON-RETURNABLE PRODUCTS (for hygiene and safety reasons):
In accordance with Article L221-28 of the French Consumer Code and equivalent international regulations protecting consumer health, the following products CANNOT be returned or refunded once the seal has been broken or once they have been used:
- Hair Growth Elixir (100ml)
- Scalp Massager (any color)
- Silk Scrunchies Trio
- Le Rituel de Saba (bundle containing the above items)
These products are sealed at the factory for your protection. Once the seal is broken, they cannot be resold or returned for hygiene reasons.
RETURNABLE PRODUCTS:
- Silk Bonnet (Grade 6A) — eligible for return only if unopened, unworn, and in its original sealed packaging with all tags intact.
4. CONDITIONS FOR RETURN ELIGIBILITY
For a return to be accepted, the following conditions must be met:
- The product must be unopened, unused, unwashed, and undamaged
- The product must be returned in its original sealed packaging
- All accessories, tags, and protective materials must be included
- Proof of purchase or order number must be provided
- The return request must be initiated within 30 days of receipt
5. DEFECTIVE OR DAMAGED PRODUCTS
If your order arrives damaged, defective, or you receive the wrong item, you are entitled to a full replacement or refund regardless of the product type, in accordance with the legal guarantee of conformity.
In this case, please:
1. DO NOT discard the product or its packaging
2. Take clear photographs of the damage or defect
3. Email hello@nubalkia.com within 7 days of receipt with your order number and photos
4. Our team will respond within 48 hours with a resolution
We will arrange the return at no cost to you and ship a replacement or process a full refund, including original shipping costs.
6. RETURN PROCEDURE (STEP BY STEP)
Step 1 — Contact us:
Send an email to hello@nubalkia.com with your order number, the item(s) you wish to return, and the reason for return.
Step 2 — Validation:
Our team will review your request within 48 hours and confirm eligibility. If approved, you will receive return instructions and a return authorization number (RMA).
Step 3 — Shipping:
Package the product carefully in its original packaging. Return shipping costs are the customer's responsibility, except in cases of defective or wrongly shipped items. We strongly recommend using a tracked shipping method, as NUBALKIA cannot be held responsible for lost return packages.
Step 4 — Inspection:
Once received, our team will inspect the product within 5 business days. If conditions are met, we will process your refund.
7. REFUND PROCESSING
Once your return is approved:
- You will receive a confirmation email
- Refunds are issued to the original payment method
- Refunds typically appear on your account within 10 to 14 business days, depending on your bank's processing time
- Original shipping costs are non-refundable (except in cases of defective products or shipping errors)
8. EXCHANGES
If you wish to exchange your Silk Bonnet for a different size or color (subject to availability), please follow the standard return procedure above and place a new order. We do not process direct exchanges, but a refund will be issued upon receipt of the returned item.
Exchanges are not available for cosmetic products (Elixir, Massager, Scrunchies, Bundle) for hygiene reasons.
9. CANCELLATIONS
You may cancel your order free of charge as long as it has not yet been shipped. Once the order has been dispatched, the standard return procedure applies.
10. CONTACT US
For any questions about returns, refunds, or exchanges:
Email: hello@nubalkia.com
Response time: Within 48 hours, Monday to Friday