Refund policy
Effective Date: 13 June 2025
At Noor Ala Nur, customer satisfaction and product quality are very important to us. Because our prayer mats are personal items and handled with care, we have specific guidelines in place for returns and refunds.
1. No Change of Mind Returns
Due to hygiene and religious sensitivity, we do not offer returns or refunds for change of mind, personal preference, or incorrect selection. Please read all product descriptions carefully before placing your order.
2. Damaged or Faulty Items
If your item arrives damaged, faulty, or incorrect, we are happy to offer a replacement or refund.
To qualify:
- You must contact us within 48 hours of receiving your order.
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Please email: nooralanoorofficial@gmail.com with:
- Your full name
- Order number
- Clear photos of the item and packaging
- A brief description of the issue
Once reviewed and approved, we will arrange a replacement or refund based on the situation.
3. Lost or Delayed Parcels
We are not responsible for delays once your order has been shipped, as it is in the hands of the courier. However, if your parcel is marked as lost or never arrives, please contact us and we’ll do our best to help resolve the issue with the courier.
4. Return Shipping (if applicable)
If we approve a return for a faulty item, we will provide return instructions. In some cases, we may cover return shipping costs, depending on the situation. Unauthorised returns will not be accepted.
5. Refund Method
Approved refunds will be processed to your original method of payment. Please allow 5–10 business days for the refund to appear in your account, depending on your bank or payment provider.
6. Contact Us
If you have any questions about our return and refund policy, please contact us:
Email: nooralanoorofficial@gmail.com