Refund policy

Contents

Section A: Online Orders

Section B: Pop-Up Shop & Physical Store Policy


Section A: Online Orders Policy


1. Your Right to Cancel (Online Orders)  
Under UK law, you have the right to cancel your order within 14 days of receiving your goods for a full refund.  
You then have a further 14 days to return the item(s) once you have notified us.

To cancel, please contact us with your order details.


2. Returns Conditions  
To be eligible for a return:

- The original packing slip must be included inside the parcel for us to identify your order
- Items must be unused and in their original condition
- Items must be returned with original packaging

You are responsible for the cost of return postage, unless the item is faulty or incorrect.


3. Refunds  
Once we receive and inspect your return:
- Your refund will be processed within 14 days
- Refunds will be issued to your original payment method

We will refund the standard delivery cost you paid (if applicable), but not any upgraded shipping options.


4. Faulty, Damaged or Incorrect Items  
Under the Consumer Rights Act 2015:
- You are entitled to a full refund within 30 days if the item is faulty
- After 30 days, you may be entitled to a repair or replacement

If your item is faulty, damaged, or incorrect:
- Contact us as soon as possible with photos
- We will cover the return shipping costs


5. Non-Returnable Items  
The following items cannot be returned unless faulty:
- Perishable goods  
- Personalised or custom-made items  
- Sealed goods (e.g. hygiene products) once opened  

 

6. Late or Missing Refunds  
If you have not received your refund:
- Check your bank account again  
- Contact your payment provider  
- Then contact us for further support  

 

7. Exchanges

We offer exchanges for eligible items.

  • Exchanges are available within 14 days of receiving your order

  • Items must meet the return conditions:

- Items must be unused and in their original condition
- Items must be returned with original packaging.

  • Customers are responsible for all exchange costs

  • If the requested exchange item is unavailable, we will issue a refund instead.

To request an exchange, please contact us with your order details and the item you would like instead.

 

Section B: Pop-Up Shop & Physical Store Policy

1. Refunds

All in-person purchases are non-refundable unless the item is faulty, damaged, or not as described. Exceptions can be made at the discretion of NoorOffical UK Management. 

 

2. Exchanges

We offer exchanges within 7 days of purchase at our own discretion.

To be eligible for an exchange:

  • Items must be unused and in original condition

  • Items must be returned with original packaging/tags where applicable

  • A valid receipt or proof of purchase is required

 

If our stall is no longer at the purchase location, you will have to cover costs for sending and receiving the new item you have chosen to swap. (refer to Section A7)

 

3. Faulty or Incorrect Items

Under the Consumer Rights Act 2015, you are entitled to a full refund, repair, or replacement if the item is:

  • Faulty

  • Not as described

  • Not fit for purpose

Please contact us as soon as possible if there is an issue.


To contact us, email us at info@noorofficial.com or send us a WhatsApp message by clicking here.

*Please note that all requests are put through heavy inspection. Refunds will only be made after the item has been received.