Refund Policy
This policy covers NOLA Beauty products, online courses and course-and-kit bundles. Your statutory rights are not limited by this policy.
How to contact us
Email hello@nola-beauty.com with your order number, the email address used at checkout and what you would like to cancel or return. A clear statement that you wish to withdraw is sufficient; you do not need to give a reason when exercising a statutory right of withdrawal.
Physical products — consumer purchases
If you are an EU consumer with a statutory right of withdrawal, you may notify us within 14 days of receiving your goods. After notifying us, send the goods back within a further 14 days. We will provide the correct return address and instructions.
You may inspect goods as you would in a shop. You may be responsible for a reduction in value caused by handling beyond what is necessary to check their nature, characteristics and functioning.
The right of withdrawal does not apply to sealed goods that are unsuitable for return for health or hygiene reasons once their seal has been broken. This exception does not remove your rights if an item is faulty or not as described.
You pay the direct cost of a change-of-mind return where this was disclosed before purchase. Please package returns securely and keep proof of postage. Simply not collecting a parcel does not tell us that you wish to withdraw.
Online courses & digital content
For qualifying EU consumer purchases of digital content, the withdrawal period is 14 days from the conclusion of the contract.
The right of withdrawal ends when the supply of paid digital content begins only if you have expressly consented in advance to immediate supply, acknowledged that this means losing your withdrawal right, and received the required confirmation. Access being granted does not, by itself, override your statutory rights.
Where the withdrawal right has lawfully ended, we do not offer change-of-mind refunds. Your rights if content is faulty, unavailable or not as described remain unaffected. Contact us if you experience an access or course-content problem.
Course-and-kit bundles
A starter kit is included only when the offer you purchased expressly includes it. Purchasing a course and kit together does not remove the statutory rights that apply to either part.
If you request a cancellation or return, tell us whether it concerns the course, the kit or both. We will explain the applicable process and any refund based on your order, the bundle price actually paid and your statutory rights.
Refunds
For a valid consumer withdrawal, we reimburse eligible payments within 14 days of your notice, using the original payment method unless another method is expressly agreed without extra cost to you. For goods, we may wait until we receive the return or evidence that it has been sent, whichever happens first.
Where required by law, the refund includes the original standard delivery cost. Any additional amount paid for a more expensive delivery option is not refundable under the statutory withdrawal rules.
Damaged, faulty or incorrect orders
Contact us with your order number and a description of the problem. Photos can help us assess physical product issues. We will arrange the appropriate remedy under applicable law; this may include a replacement, repair, price reduction or refund. Necessary return costs for a confirmed faulty item are not your responsibility.
Business purchases
Consumer cooling-off rights do not apply to purchases made for your business or professional activity. Contact us before returning a business order. Change-of-mind returns require our written agreement; rights concerning faulty or incorrect goods remain subject to the applicable contract and law.
Nothing here excludes rights that cannot legally be excluded. Where mandatory local law gives you greater protection, that protection applies.