Refund & Exchange Policy

Last Updated: 3 November 2026

At Nooriva Noor, customer satisfaction is important to us. We want you to feel confident when shopping with us.

If you receive a damaged, defective, incorrect, or otherwise eligible product, we're here to help.

Please read our Refund & Exchange Policy before placing an order.

1. Return Eligibility

You may request a return within 7 calendar days of receiving your order, provided that:

• The product is unused and in its original condition.

• The product is returned with its original packaging, tags, accessories, and included items.

• The product is not damaged due to misuse, mishandling, or improper care.

• You provide your order number and proof of purchase.

All return requests are subject to inspection and approval.

Important: Certain products may not be eligible for change-of-mind returns due to hygiene, personal-care, safety, or other applicable restrictions. Any such exclusions will be communicated clearly where applicable and will not affect rights that cannot legally be excluded.

2. Damaged, Defective, or Incorrect Items

If you receive an item that is:

• Damaged during delivery

• Defective or faulty

• Different from the product you ordered

• Missing important parts or accessories

Please contact us within 48 hours of delivery.

To help us resolve the issue quickly, provide:

• Your order number

• Clear photographs or a short video showing the issue

• A brief description of the problem

After reviewing your request, we may offer a replacement, exchange, refund, or another appropriate solution.

Where the issue is confirmed to be our responsibility, reasonable return or replacement shipping costs will be covered by Nooriva Noor.

3. Exchange Policy

We accept exchange requests for eligible products, subject to product availability and applicable legal requirements.

Exchanges may be requested for:

• Incorrect items received

• Damaged or defective products

• Eligible size, colour, or product variations, where available

To request an exchange, contact our support team with your order number and the reason for the exchange.

If the requested replacement is unavailable, we may offer an alternative or a refund, as appropriate.

4. Non-Returnable Items

Unless the product is defective, damaged, incorrect, or otherwise covered by applicable consumer rights, the following items may not be eligible for change-of-mind returns:

• Products marked as final sale or non-returnable before purchase

• Used or opened personal-care and hygiene products

• Products damaged after delivery due to customer misuse

• Items returned without their original components or packaging, where those are necessary for resale or inspection

These exclusions do not limit any consumer rights that cannot legally be excluded.

5. How to Request a Return or Exchange

Follow these steps:

Step 1: Email us at info@noorivanoor.com or contact us through WhatsApp at +92 307 4858163.

Step 2: Include your order number, product name, and reason for the request.

Step 3: Provide photographs or videos if the item is damaged, defective, or incorrect.

Step 4: Wait for our support team to review your request and provide return instructions.

Step 5: If approved, follow the instructions provided by our team.

Please do not send products to an address without receiving return instructions from our support team.

6. Refund Process

Once an eligible returned item has been received and inspected, we will notify you whether your refund has been approved.

If approved:

• Refunds will generally be issued through the original payment method, where supported.

• If the original payment method cannot receive the refund, we will contact you to arrange an appropriate alternative.

• Processing time may vary depending on the payment provider or financial institution.

• Any applicable refund amount and eligible shipping charges will be communicated to you.

We aim to initiate approved refunds within 7 business days after the return has been received and inspected. The time taken for the funds to appear in your account may depend on your payment provider.

7. Shipping Costs

For damaged, defective, or incorrect items: Nooriva Noor will cover reasonable return or replacement shipping costs where the issue is confirmed to be our responsibility.

For eligible change-of-mind returns: Return shipping costs may be the customer's responsibility, where permitted by applicable law and communicated before the return is arranged.

Original shipping charges and any applicable customs duties or import charges will be handled in accordance with applicable law and the circumstances of the return.

8. Order Cancellation

If you wish to cancel an order, contact us as soon as possible.

We can attempt to cancel an order before it has been processed or dispatched. Once an order has been dispatched, cancellation may no longer be possible, and you may need to follow the applicable return procedure.

Nothing in this section limits any cancellation rights you may have under applicable law.

9. Refund Delays

If you have not received an approved refund, we recommend:

1. Checking your original payment account.

2. Contacting your bank or payment provider.

3. Contacting us if the refund is still not visible after the payment provider's stated processing period.

Our team will assist you in checking the refund status.

10. Contact Us

For all refund, return, and exchange requests, contact:

Brand: Nooriva Noor
Website: https://noorivanoor.com
Email: info@noorivanoor.com
Phone / WhatsApp: +92 307 4858163

Please use the email subject "Return / Refund / Exchange Request" and include your order number.

We appreciate your trust in Nooriva Noor and will do our best to make your shopping experience smooth and reliable.