Overview
This Returns & Refunds Policy outlines how NoorNest ("we", "us", "our") manages returns, exchanges, and refunds for purchases made on our website. By shopping with us, you acknowledge and agree to the terms described below. Our goal is to ensure a transparent, fair, and compassionate process that respects both our customers and the quality standards of our Islamic-inspired products.
Every item sold by NoorNest is crafted or selected with great care and intention. However, if you face any issues with your order, we are here to assist and ensure that your experience remains positive and trustworthy.
1. Refund & Return Eligibility
Most items sold by NoorNest are eligible for return if they meet the conditions listed in this policy. To qualify for a return or refund, the item must strictly adhere to the following conditions:
- Be returned within the specified return window (see Return Window).
- Be in the same condition as received — unused, unwashed, with original tags, packaging, and any included accessories.
- Include valid proof of purchase (order number, invoice, or packing slip).
Items that do not meet these conditions may be denied or may qualify only for a partial refund based on the condition at the time of return.
2. Return Window
Returns must be initiated within 30 days from the delivery date. Beyond this period, returns are generally not accepted unless the item was defective or shipped incorrectly.
For special promotional or clearance sales, a different return window may apply and will be mentioned on the product page.
3. How to Start a Return
- Contact our support team at support@noorneststore.com with your order number, reason for return, and relevant photos (if applicable).
- Our support team will review your request and issue a Return Merchandise Authorization (RMA) number along with return instructions.
- Pack the item securely, include the RMA number and original packing slip, and ship it using a reliable, trackable courier service.
Returns sent without prior authorization or missing the RMA number may experience delays or be refused entirely. To avoid complications, please follow the provided instructions carefully.
4. Return Shipping & Costs
Unless the return is due to our mistake (e.g., damaged, defective, or incorrect item), the customer is responsible for return shipping costs. If your order was originally shipped free of charge, the original shipping cost may be deducted from your refund.
We strongly recommend using an insured and trackable shipping method. NoorNest will not be responsible for items lost or damaged during return transit.
5. Condition of Returned Items
Returned items must be in resalable condition: unworn, unwashed, with original packaging, labels, and protective wraps intact. Items showing signs of use, washing, alteration, odors, stains, or damage may be rejected or subject to a restocking fee (typically 10–25% depending on condition).
6. Non-Returnable Items
For hygiene, safety, or customization reasons, the following items are non-returnable and non-refundable:
- Final sale or clearance items marked as “non-returnable.”
- Personalized, engraved, or custom-made products.
- Digital or downloadable products such as eBooks or gift cards.
- Intimate wear, prayer caps, scarves, and undergarments (for hygiene reasons).
All non-returnable items will be clearly labeled as such on their product page prior to purchase.
7. Exchanges
Need a different size, color, or style? No problem. Please contact our team at support@noorneststore.com. Exchanges are treated like returns — the original item must first be sent back. Once received and approved, we’ll either ship the replacement or guide you to place a new order.
In select cases, we may ship the exchange item immediately once proof of return shipment is provided.
8. Damaged or Defective Items
If your order arrives damaged, defective, or not as described, notify us within 7 days of delivery with clear photos and your order number. Once verified, we will either replace the item, offer store credit, or provide a full refund — whichever you prefer.
For defective items requiring return inspection, NoorNest will cover reasonable shipping costs. Please retain your courier receipt for reimbursement.
9. Incorrect or Missing Items
In rare cases, if you receive the wrong product or an item is missing, please contact us within 7 days of receiving your order. We will promptly investigate and resolve the issue by sending the correct or missing item, or issuing a refund.
10. Partial Refunds
Partial refunds apply when returned items are not in their original state, are missing accessories, or are damaged due to customer handling. The amount refunded will be determined after inspection based on the severity of the condition difference.
11. Order Cancellations
Orders can be cancelled within 24 hours of placement, provided the order hasn’t entered the fulfillment or shipping process. To cancel, contact us immediately at support@noorneststore.com.
If your order has already been dispatched, the standard return and refund procedure will apply.
12. International Returns
International customers are welcome to return items following the same eligibility terms. However, unless the return is due to our fault, the buyer will bear all return shipping, customs duties, and import taxes. Customs and international fees are non-refundable.
Because of longer transit and clearance times, international returns may take up to 30 business days to process completely.
13. Refund Processing Time
After receiving your return, we will inspect the product and notify you of the approval or rejection of your refund. Once approved, your refund will be processed within 5–10 business days. Depending on your payment provider or bank, it may take additional time for the amount to reflect in your account.
14. Policy Updates
NoorNest reserves the right to modify, update, or amend this Returns & Refunds Policy at any time without prior notice. Any changes will be posted on this page along with a revised “Last Updated” date. We encourage customers to review this policy periodically to stay informed.
15. Contact Us
If you have any questions, concerns, or need assistance with your return or refund request, please reach out to our dedicated support team:
Email: support@noorneststore.com
Business Hours: 24/7 Online Support
Response Time: Within 24–48 hours
We truly value your trust in NoorNest and aim to ensure every experience with us reflects honesty, care, and excellence.