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Nura Returns Policy

Nura Returns Policy

Making the world's first headphones that automatically know how you hear is no easy feat. Our vision is to provide perfect sound for every person in any place, and the Nura team is dedicated to revolutionising the way that you hear music. We also know that an amazing experience isn’t just about having a revolutionary product - it’s also about getting help when you need and making sure the process of ordering, receiving and using your Nura device as easy as possible.

For this reason, your satisfaction with Nura products is extremely important to us. If you have an issue with your Nura purchase - please do contact us as soon as possible.

We want to make sure that you can easily use your Nura device the moment you receive them and that you’re blown away when you hear your perfect sound.

This return policy applies to Nura products available for purchase or on subscription via our website nurasound.com.

We also promise to let you know if we make substantial changes to this policy. If you have any questions - just reach out to us by selecting the Contact Nura Support option below.


When am I eligible to return a Nura product?

Nura accepts returns in the following cases:

  • When a product is covered under warranty (for details of Nura warranty conditions, please follow the Nura Warranty Policy link below)

  • When a product is returned to cancel a subscription

Please note that Nura does not accept returns or exchanges of Nura products purchased from other retailers. Please seek assistance from your place of purchase to initiate your return request.


RMA process

Once our customer service team accepts your RMA request, you will be provided details with confirmation of the RMA. This will provide details of the location where the returned item should be posted to. If you have not received these confirmation details, you are not authorised to return products to Nura. Nura retains the right to not to process products sent to Nura without Nura confirmation of the RMA.

To complete the RMA you will be required to:

  • Ship the products back, within one week of being provided the details of the RMA confirmation. This should be confirmed by the timestamp on the package from the postal service and / or the shipping invoice. Nura reserves the right to not accept returns that are shipped back outside of this timeframe.

  • Pay for all costs of shipping, including:

    • The cost of safely packaging the item, ready for shipping.

    • The cost of postage and handling of the item via a postal or courier service.

  • Pack the item(s) safely for shipping, to prevent damage during transport. Items should be returned in either their original packaging or packaging providing an equal degree of protection, to the address specified by Nura. Nura reserves the right to not accept returns that are damaged during postage, as a result of not being properly packaged for shipping.

  • The RMA number and documentation must be included along with your returned product.

  • Ship the item with a service providing tracking. You must provide this tracking number to Nura as part of the validity of the RMA. Nura reserves the right to not accept returns that are posted without a correct and valid tracking number. Please note that you assume the risk of loss or damage to the returned product(s) while in transit back to Nura.

To initiate a RMA for a warranty claim, or to end your NuraNow subscription, please select the Contact Nura Support option below.


Additional Terms

Nura reserves the right to inspect and triage returned items prior to issuing replacements or refunds. This is to verify that:

  • A correct and valid tracking number has been received by the Nura team,

  • The items have been received by the Nura team in the correct time frame, and

  • The Nura team has confirmed that all items and packaging have been correctly provided and are in good and acceptable condition.


Contacting Nura

We want to help you get the most out of Nura products and services. If you have any questions about this Returns Policy, please contact us by selecting the Contact Nura Support option below, emailing us on [email protected], or mailing to us at:

Nura Operations Pty. Ltd., PO Box 95, Brunswick, 3056, VICTORIA, AUSTRALIA