Refund policy

Returns & Refunds Policy

14-Day Cooling-Off Period

In line with UK Consumer Contracts Regulations, you have the right to cancel your order and request a refund within 14 days of delivery.

To be eligible:

1. The item must be unused and unopened, with the original seal and packaging fully intact.

2. Due to hygiene reasons, we cannot accept returns on fragrances where the seal has been broken or the product has been used

3. You are responsible for the cost of return postage

4. We recommend using a tracked service, as we cannot issue a refund for items lost in transit back to us

Once we receive and inspect the returned item, we'll process your refund to your original payment method within 14 days. Please note that original delivery charges are non-refundable under this cooling-off period, unless the item is faulty or damaged.

To start a return, contact us at [your support email] with your order number.

 

Damaged or Faulty Items

If your item arrives damaged or faulty, this is separate from the above and you're entitled to a full refund or replacement, including delivery costs.

1. Contact us within 48 hours of delivery at [your support email]

2. Include your order number and clear photos of the damaged item and packaging

3. Do not dispose of the packaging until your claim has been reviewed

4. We will cover the cost of return postage for confirmed damaged or faulty items

 

Exclusions

We're unable to accept returns for:

1. Opened, used, or unsealed items (outside of damage/fault claims)

2. Claims made after the applicable timeframe

 

For any questions, contact us at hello@noorayn.co.uk