Refund policy

 NOOR MAHAL — RETURN & REFUND POLICY

1. GENERAL POLICY STATEMENT

At Noor Mahal, we take immense pride in the quality and craftsmanship of every product we offer. This Return & Refund Policy has been drafted in accordance with applicable Indian laws. By placing an order on our store, the customer unconditionally agrees to all terms stated herein. Any attempt to misuse, manipulate, or exploit this policy in bad faith shall be treated as a violation of the Indian Contract Act, 1872 and may be reported under applicable legal provisions.

2. NON-RETURNABLE & NON-REFUNDABLE ITEMS (Strict)

The following items are strictly non-returnable and non-refundable under any circumstances:

  • 🚫 Hijabs, dupattas, and all intimate or worn-close-to-body accessories

  • 🚫 Items purchased during Sale, Clearance, or Promotional Events

  • 🚫 Items where the original tags have been removed or tampered with

  • 🚫 Items that have been worn, washed, altered, or damaged by the customer

  • 🚫 Custom-made, stitched-to-order, or personalized garments

  • 🚫 Items returned without original packaging, invoice, or proof of purchase

  • 🚫 Products where the return window has expired (see Section 3)

  • 🚫 Items purchased as gifts or combo sets (treated as a single unit)

3. RETURN WINDOW

Situation Return Window
Damaged/Defective product received 48 hours from delivery
Wrong item delivered 48 hours from delivery
All other claims Not eligible

  • The 48-hour window begins from the timestamp of delivery confirmation as recorded by our logistics partner.

  • Claims raised after 48 hours will be automatically rejected, no exceptions.

  • The customer must submit a video/unboxing proof at the time of opening the package. Claims without video evidence will not be entertained.

4. CONDITIONS FOR ELIGIBLE RETURN

For a return to be even considered, ALL of the following conditions must be met simultaneously:

  1. ✅ Return request raised within the 48-hour window

  2. ✅ Unboxing video shared clearly showing the defect/wrong item

  3. ✅ Product is unused, unworn, unwashed with all tags intact

  4. ✅ Original packaging (box, poly bag, tissue) is fully intact

  5. ✅ Original invoice is included with the return shipment

  6. ✅ Product shows no signs of use, perfume, makeup, or alteration

5. REFUND POLICY (Strictly Limited)

  • Refunds are NOT issued in cash under any circumstances.

  • Eligible refunds will be processed as Store Credit only, valid for 60 days from issuance.

  • In cases of wrong item delivered, the customer may choose between store credit or a replacement of the same item (subject to availability).

  • Refund/store credit will be processed within 7–10 business days after we receive and inspect the returned item.

  • Original shipping charges are non-refundable in all cases.

  • Return shipping cost is borne entirely by the customer, unless the error is solely on Noor Mahal's part.

6. CANCELLATION POLICY

  • Orders can be cancelled only within 2 hours of placement.

  • Once an order has been packed or dispatched, it cannot be cancelled under any circumstances.

  • Cancellation requests must be sent via email to noormahalestore.com@gmail.com 

    We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

    To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

    To start a return, you can contact us at noormahalestore.com@gmail.com. 

    If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

    You can always contact us for any return question at noormahalestore.com@gmail.com.


    Damages and issues
    Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


    Exceptions / non-returnable items
    Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

    Unfortunately, we cannot accept returns on sale items or gift cards.


    Exchanges
    The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


    European Union 14 day cooling off period
    Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.


    Refunds
    We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
    If more than 15 business days have passed since we’ve approved your return, please contact us at noormahalestore.com@gmail.com.

    with the subject line: "Cancellation Request – Order #[Order ID]"

  • Cancellations requested after 2 hours will be declined, and the customer will be expected to receive and accept the delivery.

7. FRAUD & MISUSE PROTECTION (Anti-Abuse Clause)

Noor Mahal maintains zero tolerance for policy abuse. The following actions constitute fraudulent misuse and will result in permanent account ban and potential legal action:

  • 🔴 Filing false "item not received" claims when delivery is confirmed

  • 🔴 Returning a different or used item in place of the original product

  • 🔴 Submitting edited, manipulated, or fabricated unboxing videos

  • 🔴 Initiating unauthorized chargebacks through payment gateways

  • 🔴 Repeatedly placing and cancelling orders to manipulate stock

  • 🔴 Threatening negative reviews to coerce refunds (extortion)

8. POLICY AMENDMENTS

Noor Mahal reserves the right to modify this policy at any time without prior notice. The latest version published on our website shall always supersede previous versions. Continued use of our store after policy updates constitutes acceptance of the revised terms.