Refund policy

Returns & Refund Policy

Last updated: August 2026
At Nooré, we are committed to delivering high-quality beauty products and a positive shopping experience. Please read our Returns & Refund Policy carefully before making a purchase.

1. Eligibility for Returns

We accept returns on unopened, unused, and sealed products within 14 days of the delivery date, provided the item is in its original condition and packaging.
To be eligible for a return, your item must be:
  • Unopened and unused
  • In its original sealed packaging with all tags, labels, and seals intact
  • Accompanied by proof of purchase (order confirmation or receipt)

2. Non-Returnable Items

Due to hygiene, health, and safety regulations applicable in the UAE, the following items cannot be returned or refunded:
  • Cosmetics, skincare, or beauty products that have been opened, unsealed, used, or tampered with in any way
  • Products returned after the 14-day return window
  • Sale or discounted items (all sale purchases are final)
  • Gift cards or store credit
We strongly recommend reviewing product details carefully before completing your purchase.

3. Damaged, Defective, or Incorrect Items

If you receive an item that is:
  • Damaged or broken upon delivery
  • Defective due to a manufacturing fault
  • Incorrect (different from what you ordered)
  • Missing from your order
You must contact us within 48 hours of delivery, with your order number, a description of the issue, and clear photographs of the item and packaging.
Where the issue is verified, Nooré will, at our discretion, arrange a replacement or full refund at no additional cost to you. We will bear all associated return shipping costs in these cases.

4. How to Request a Return

To initiate a return, please contact our customer support team within the eligible return window. Include the following:
  1. Your full name and order number
  2. The item(s) you wish to return
  3. The reason for the return
  4. Supporting photographs where applicable
Our team will review your request and respond within 2 business days with further instructions. Do not send items back without prior authorisation as unauthorised returns may not be accepted.

5. Return Shipping

Change of mind returns: If you are returning an item due to a change of mind or personal preference, return shipping costs are your responsibility. We recommend using a tracked shipping service, as Nooré is not liable for items lost or damaged in transit.
Our error: If the return is due to our mistake (damaged, defective, incorrect, or missing item), Nooré will cover the cost of return shipping or arrange collection where applicable.

6. Refunds

Once your returned item is received and inspected, we will notify you of the outcome within 2 business days.
If your return is approved:
  • Refunds will be processed to your original payment method within 10 to 15 business days of approval
  • Processing times may vary depending on your bank or payment provider
  • You will receive an email confirmation once the refund has been issued
If your return is declined (for example, if the product shows signs of use or does not meet return conditions), we will notify you by email and arrange to return the item to you.

7. Exchanges

We do not offer direct exchanges at this time. If you would like a different product, please return your eligible item (subject to the conditions above) and place a new order separately.

8. Consumer Rights Under UAE Law

This policy is designed to comply with the UAE Federal Decree-Law No. 5 of 2023 on Consumer Protection and applicable regulations issued by the UAE Ministry of Economy. These laws provide consumers with rights to remedy, replacement, or refund where goods are proven to be defective, unsafe, not as described, or otherwise do not conform to the agreed standard.
Nothing in this policy limits or excludes any rights you may have under applicable UAE consumer protection legislation.

9. Contact Us

If you have any questions about this policy or your order, please contact us:
    • Registered Address: Office 102, Al Barsha 1, Dubai, UAE
    • UAE WhatsApp: +971 52 801 9866
    • Sales@noorelatelier.com
Additional clauses recommended under UAE law and Shopify best practices:
A few things worth flagging for Fiona to confirm before publishing:
  1. Governing law clause - It is good practice to state that the policy is governed by the laws of the UAE and that any disputes will be subject to the jurisdiction of UAE courts (or a specific emirate if relevant, such as Dubai).
  2. Language - UAE consumer protection regulations generally require that key terms be communicated clearly. If Nooré sells to Arabic-speaking customers, consider providing an Arabic version of this policy or at minimum ensuring the Arabic translation is legally reviewed.
  3. Digital/contactless delivery confirmation - If Nooré uses a third-party courier, consider noting that the 48-hour damage reporting window begins from the time of confirmed delivery as recorded by the courier system, not from when the customer opens the parcel.
  4. Fraud and abuse clause - Shopify best practice is to include a brief clause reserving the right to refuse returns where there is evidence of misuse, abuse of the returns process, or fraudulent activity.
  5. Policy updates - Include a statement that Nooré reserves the right to update this policy at any time, and that the version published at the time of purchase applies to that transaction.