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Peace of mind

Refund & returns policy

Last updated: 2026-10-21

At Nooraglow we want you to be happy with your order. This policy explains clearly when you can return an item and how refunds work.

1. Our promise: 30 days

We are a new brand, so we keep the promise simple. If your item arrives damaged, defective, not as described, or is the wrong item, contact us within 30 days of delivery. We will offer a replacement or a full refund (including the original shipping cost you paid). We pay for the return if one is needed.

Damaged on arrival? Please tell us within 7 days of delivery and send photos of the item and the box, so we can claim from the carrier. Other faults can be reported any time within the 30 days.

  • We may ask for clear photos or a short video of the item and packaging.
  • In most cases you do not need to send the item back for low-value items. We will tell you if a return is needed.

2. Not what you expected

If the item simply is not what you expected, you can still ask for a refund within 30 days of delivery, on these terms:

  • Contact us within 30 days of delivery. The item should be in good condition and in its original packaging.
  • You pay return shipping for a change-of-mind return. Shipping was free (except the small shipping fee shown at checkout for a few items in Saudi Arabia, which is refunded only for faulty or wrong items).
  • Items that are personalised, hygiene-related, or opened/used cannot be returned for change of mind.
  • Return addresses may be outside your country (for the UAE and Saudi Arabia they are in China), so for low-priced items it can cost more to return than the item is worth. We will tell you the options before you decide, and in some cases we may offer a refund without a return.
  • Where the law gives you stronger rights, those rights apply and are not limited by this policy.

3. How to start a return

1. Email hello@nooraglow.com with your order number, the reason, and photos if the item is faulty.

2. We reply within 24 hours on business days with instructions and the return address.

3. Do not send anything back before we confirm. Returns sent without approval may not be processed.

4. Keep your postage receipt and tracking number.

4. Who pays return shipping

  • Damaged, defective or wrong item: we pay (or we refund your reasonable return cost).
  • Not what you expected / change of mind: you pay.

5. Refund timing

  • Once we approve your refund (or receive the return), we refund to your original PayPal payment method.
  • Refunds are issued within 5 business days of approval. PayPal may take a few extra days to show it in your account or card.
  • PayPal fees may not be returned to us, but you will always receive the full refund amount you are owed.

6. Lost or delayed in transit

  • If tracking shows no delivery within 25 business days of your order (or the parcel is confirmed lost), contact us. For the UAE and Saudi Arabia the window is 40 days. We will investigate with the carrier and, if it cannot be found, send a replacement or full refund.
  • Please check the address on your order is correct and ask neighbours or your local post office first.
  • Items shipped from our partner warehouse (every product marked “partner warehouse” on its page) usually arrive in 7-14 business days. If a US import fee is ever charged on delivery, we refund it in full. Send us the receipt at hello@nooraglow.com. Parcels to the UAE and Saudi Arabia usually arrive in 9-20 days.
  • Import taxes in the UAE and Saudi Arabia: these parcels are sent delivery duty unpaid (DDU), so VAT and customs fees (for example Saudi VAT 15% plus a SAR 15 fee, or UAE VAT 5%) are paid by you to the courier on delivery. They are set by the authorities, are shown at checkout as an estimate, and are not refundable by us. If you refuse or do not collect a parcel, the item is refunded when it is returned to us, less the original shipping cost we paid. If the item is faulty or wrong we will, on request, reimburse the tax you paid on it.
  • We do not deliver to PO boxes in any country.

7. PayPal Buyer Protection

You can also use PayPal’s Resolution Centre at any time. We encourage you to contact us first, as we resolve most issues quickly. Nothing in this policy limits your rights under PayPal Buyer Protection.

Contact

Nooraglow · hello@nooraglow.com · nooraglow.com