Return and Refund Policy

Last updated: October 10, 2026

At Noor Haya we want you to be happy with every order. This policy explains how returns, replacements and refunds work.

1. Return window

You can request a return within 7 days of receiving your order. To be eligible, the item must be unused, in the same condition you received it, and in its original packaging with all accessories.

2. Damaged, defective or wrong items

Please inspect your order when it arrives. If an item is damaged, defective or not what you ordered, contact us within 48 hours of delivery with your order number and clear photos or a short video. We will arrange a replacement or a refund at no extra cost to you.

3. How to request a return

  1. Email us at noorhaya.uae@gmail.com with your order number and the reason for the return.
  2. Our team will review your request and reply with the next steps and return instructions.
  3. Please do not send items back before your request is approved. Returns sent without approval cannot be accepted.

4. Items that cannot be returned

  • Personal care, beauty and hygiene products once opened or used (for example skincare, makeup, oral care and baby care items)
  • Items that are used, damaged by the customer or missing parts or packaging
  • Gift cards

5. Return shipping

If the item is damaged, defective or incorrect, we cover the return shipping cost. For returns because you changed your mind, the return shipping cost is paid by the customer.

6. Refunds

Once we receive and inspect your return, we will email you to confirm whether the refund is approved. Approved refunds are issued within 7 to 10 business days to your original payment method. For Cash on Delivery orders, we will arrange the refund by bank transfer. Your bank may need extra time to show the refund.

7. Exchanges

The fastest way to exchange an item is to return it as described above and place a new order for the item you want.

8. Cancellations

To cancel an order, contact us as soon as possible. We can cancel an order only before it has been dispatched.

Contact us

Questions about returns or refunds? Email us at noorhaya.uae@gmail.com.