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Shipping & Return Policy

Last updated: May 2026

At NURA, we want your matcha ritual to start smoothly – from the moment you click “order” to the moment you enjoy your first sip. Please read our policies below. If anything is unclear, reach us at rituals.nura@gmail.com.

1. General Shipping (Hong Kong Only)

We currently ship only to addresses within Hong Kong. We do not ship overseas.
Processing time: Orders are processed within 1–2 business days.

Delivery time:

  • Standard courier: 2–5 business days

  • Bike delivery (“We pedal, you prep”): 1–2 business days (currently available in select areas of HK Island & Kowloon)

  • If you select bike delivery and we cannot serve your address, we will notify you within 1 business day and switch to standard courier at no extra cost.


Expedited shipping:
Not available at this time.

Free shipping:
On orders over HKD 500 to most Hong Kong addresses.

Order changes or cancellation:
We process orders quickly. If you need to cancel or modify your order, email us within 24 hours of placing it. We will do our best to accommodate, but we cannot guarantee changes once the order has been prepared for shipment.

2. Tracking & Non‑Delivery

Once your order has been shipped, we will email you a tracking number if an email address was provided during checkout.
If you placed your order without an email (e.g., via Instagram DM, WhatsApp, or at a pop‑up event), please contact us directly at rituals.nura@gmail.com for status updates.


If your package does not arrive within the expected window, email us. We will work with our delivery partner to resolve the issue.


We are not responsible for delivery failures due to incorrect shipping information provided at checkout.
If tracking shows ‘delivered’ but you have not received your order, please contact us within 3 business days. We will open an investigation with the courier. A replacement or refund will be issued only if the courier confirms delivery error.

3. Damaged, Defective, or Wrong Items

NURA is a consumable product. For safety and hygiene reasons, we do not accept returns for change of mind. All sales are final unless the product arrives damaged, defective, or incorrect.

What we cover:
 

  • Damaged in transit (leaking, crushed can): Free Replacement within 7 days

  • Defective product (off taste, unusual appearance): Free Replacement within 7 days

  • Wrong item sent: Free Replacement + Return Shipping Coverage within 7 days

​

​​What we do NOT cover:

  • Change of mind (you simply don’t like the taste)

  • Opened or partially consumed cans

  • Cans stored improperly after delivery

  • Products bought from unauthorised resellers

​

How to request a replacement:
Email rituals.nura@gmail.com within 7 days of delivery with:

  • Your order number (if you have one)

  • A clear photo or short video showing the issue

  • (For defective product) the batch number printed on the can

We may ask you to dispose of the damaged/defective product locally rather than ship it back. Once approved, we will send a free replacement.

4. Refunds

We do not offer refunds for change of mind.

For damaged, defective, or wrong items, we will first offer a free replacement. If the product is out of stock and cannot be replaced, we will issue a refund as follows:

  • You must first contact us at rituals.nura@gmail.com within 7 days of delivery with photos/video of the issue.

  • If we approve the refund, we may ask you to return the product to our Hong Kong warehouse (we will provide the address).

  • Once we receive the returned product and inspect it (typically within 5 business days of receipt), we will issue a refund to your original payment method (if one was used) within 7 business days.

If the returned product shows signs of tampering, intentional damage, or is not the original item sent, we reserve the right to deny the refund and return the product to you at your cost

Please note: after we issue the refund, your bank may take an additional 5–10 business days to reflect the credit in your account.

For orders placed without an email (e.g., Instagram, WhatsApp, cash at events), refunds will be arranged individually – please contact us.

5. Subscription Orders (if applicable)

If you subscribe to recurring NURA deliveries:

  • Your subscription automatically renews every 30 days.

  • To cancel or modify, email rituals.nura@gmail.com at least 7 days before your next renewal date.

  • We do not offer refunds for subscriptions already processed, but you may cancel future renewals.


If you do not have an active subscription, this section does not apply to you.

6. Return Address

After you contact us and we approve a return, we will provide our Hong Kong warehouse return address. Please do not send items to any other address without our written approval.

7. Contact Us

For any shipping, return, or refund issue:

We reply to all emails within 1–2 business days. If you don’t hear from us, please check your spam folder.
We’re a small team, but we will respond as quickly as we can.

NURA reserves the right to update this policy at any time. Changes will be posted on this page.

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