Refund policy
At Noura Kaftan, we offer a 14-day return policy in accordance with EU consumer law. This means you have the right to request a return within 14 days of receiving your order.
Return conditions
To be eligible for a return, the item must:
✔️ Be in its original condition as received
✔️ Be unworn, unused, and unwashed
✔️ Have all original tags attached
✔️ Be returned in the original packaging
✔️ Include proof of purchase or invoice
📌 We reserve the right to refuse returns that do not meet these conditions.
How to request a return
To initiate a return, you must first contact us via our contact page within 14 days of receiving your order.
🚫 Returns sent without prior approval will not be accepted.
If your return request is approved, you will receive further instructions, including the return address.
📌 A refund will only be issued after the item has been received, inspected, and approved.
Return shipping costs
Return shipping costs are the responsibility of the customer.
We only cover return shipping costs if the item is defective or incorrectly delivered.
Items returned without prior contact or approval are sent at the customer’s own risk and expense.
Damaged or incorrect items
Please inspect your order immediately upon delivery.
If your item is damaged, defective, or incorrect, you must contact us within 48 hours via our contact page and provide clear photo or video evidence.
Failure to report issues within this timeframe may result in refusal of your claim.
Non-returnable items
The following items cannot be returned:
❌ Personalized or custom-made items
❌ Items worn, used, or damaged after delivery
❌ Products without original tags or packaging
❌ Hygiene-sensitive items (if applicable)
❌ Sale items and gift cards
📌 If you are unsure whether your item is eligible for return, please contact us via our contact page before placing your order.
Exchanges
We do not offer direct exchanges.
If you wish to receive a different item, you must place a new order and return the original item in accordance with this policy.
EU right of withdrawal
In accordance with EU law, you have the right to withdraw from your purchase within 14 days of receiving your order without providing a reason.
You must notify us within this period via our contact page.
Returned items must meet all return conditions listed above. You are responsible for return shipping costs unless the item is defective or incorrectly delivered.
Refunds
Once your return has been received and inspected, you will be notified of the outcome.
If approved, your refund will be processed within 10 business days using the original payment method.
We reserve the right to withhold refunds until the returned item has been received and verified.
Please note that additional processing time may apply depending on your payment provider.
Order cancellation
Orders can only be cancelled if they have not yet been processed.
Once an order has been shipped, it can no longer be cancelled and must be returned in accordance with this policy.
Contact
For all return requests and questions, please contact us via our contact page.
