Returns & Exchanges Policy

Returns & Exchanges Policy — NOOR AL-YOSR

At NOOR AL-YOSR, we aim to provide a clear and fair shopping experience. This policy explains the general conditions for exchanges and returns, without prejudice to any mandatory consumer rights established by applicable law.

Time Limit for Requesting an Exchange or Return

You may request an exchange or return within 14 days of receiving your order, provided that the product meets the conditions below.

Conditions for Accepting a Request

The product must be in its original condition, unused and unwashed, together with its original packaging, labels and any included accessories, if applicable. Please provide the order number or other proof of purchase.

For mattress protectors and similar personal-use products, the item must remain in its original sealed packaging and must not have been used or tried on a mattress, except where a defect, non-conformity or an applicable mandatory legal right is involved.

Cases Not Covered by Ordinary Returns

Ordinary returns do not cover products that have been used, washed or damaged through misuse. They also do not cover products made to order or customised in size or specification, unless a defect or non-conformity with the order is established or applicable law provides otherwise.

Defects or Non-Conformity

If a product arrives with a manufacturing defect or differs from the size, colour or item specified in your order, please contact us with the order number and clear photos showing the issue. After verification, we will handle the request as appropriate. The store bears the shipping costs necessary to resolve the issue where a defect or non-conformity is confirmed.

How to Submit a Request

For a return, exchange or enquiry, contact us through the contact channels displayed in the store or email [email protected]. Include the order number, reason for the request and photos where necessary.

Refunds

If a return is accepted, we will inspect the product after receiving it and verify that it meets the conditions. The amount will be refunded using a payment method appropriate to the order, in accordance with the procedures of the platform and payment provider. Refund processing may take 5–10 business days, depending on the payment method and banking procedures.

Important Notes

Do not send a product back before receiving the return instructions appropriate to your case. Each request is reviewed based on the order details, the product's condition and the store policy published when the request is submitted, while respecting mandatory consumer rights.