At Nour, every order is carefully processed and, in most cases, sourced specifically for you. Because of the nature of our products and sourcing model, we follow specific guidelines for cancellations, returns, exchanges and refunds.
By placing an order with Nour, you confirm that you have reviewed the applicable product details, pricing, delivery information and relevant policies and have affirmatively chosen to proceed with the purchase.
We want these guidelines to be transparent, clear and easy to understand while also ensuring that genuine issues with an order are handled appropriately.
1. ORDER CANCELLATION BY CUSTOMER
Once an order has been placed on our website itsnour.com and payment has been confirmed, customers may request cancellation only within 12 hours of placing the order.
To request a cancellation:
• The request must be made within 12 hours of order confirmation.
• Cancellation requests must be sent via email only to info@itsnour.com.
• The email subject line must clearly state *Cancellation Request – Order #XXXX* (order number)
Please include:
Order number, Customer name, Registered email/phone number given while placing the order, Reason for cancellation
• Requests made through WhatsApp, Instagram, phone calls or other communication channels will not be considered an official cancellation request.
• If the order has already been processed or dispatched before the cancellation request is received, cancellation won’t be possible even if the 12-hour window hasn’t technically ended.
• Cancellation is not available for any product labelled as “Sale”, Sale Item, Clearance or Final Sale. Sale products are strictly final sale and cannot be cancelled once the order has been placed.
• For eligible non-sale orders, where a cancellation is approved and a refund to the original payment method is processed, a 2% payment gateway/platform processing fee charged by Razorpay or the applicable payment gateway will be deducted from the refundable amount/credit of the customer.
For eligible non-sale orders, where a cancellation is approved and a refund to the original payment method is processed, a 2% payment gateway/platform processing fee charged by Razorpay or the applicable payment gateway will be deducted from the refundable amount.
For example, if the eligible order value is ₹10,000, the applicable 2% payment gateway fee of ₹200 will be deducted, and ₹9,800 will be refunded to the original payment method.
The 2% deduction applies only where a source refund is processed and represents the payment gateway/platform processing charges applicable to the transaction.
• Cancellation requests made through WhatsApp, Instagram, phone calls or other communication channels will not be considered official cancellation requests.
• Once the 12-hour cancellation window has passed, customer-requested cancellations will generally not be accepted, as the order may have already been processed, sourced, reserved or placed with the parent brand/designer.
Customers are therefore requested to carefully review their size, article, colour, address and other order details before completing their purchase.
• Cancellation Request Does Not Guarantee Cancellation. Submitting a cancellation request within the 12-hour window does not automatically mean that the order has been cancelled.
The cancellation will be considered valid only once it has been confirmed by Nour via email.
2. CANCELLATION BY NOUR
In certain situations, Nour may need to cancel an order. This may happen, for example, if:
• The ordered article becomes unavailable
• The parent brand/designer is unable to fulfil the order
• The article is discontinued or cannot be sourced
• There is an issue with the article that prevents us from fulfilling the order
In such cases, the eligible amount may be provided through:
Nour Wallet / Store Credit:
The eligible amount will be added to your Nour Wallet and can be used towards a future purchase.
Refund to Original Payment Method:
Where applicable, you may choose to have the eligible amount refunded to the original payment method used for the order.
The applicable refund or credit option may or may not be communicated to customer at the time of cancellation.
3. PRE-ORDER / MADE TO ORDER TIMELINE AND CANCELLATION
Pre-Order products are sourced specifically against confirmed customer orders. The processing and delivery timelines mentioned on individual product pages are approximate estimates and are not guaranteed.
Actual timelines may vary depending on:
• Production schedules of the parent brand/designer
• Sourcing
• Customs
• Logistics
• Cargo or airline disruptions
• Other circumstances outside our direct control
A change or extension in the estimated timeline does not automatically make an order eligible for cancellation or refund.
Once a Pre-Order has been confirmed and processing or sourcing has begun, customer-requested cancellations will generally not be accepted.
If you require the latest available estimate before placing an order, we recommend contacting our team via WhatsApp or email.
4. EXCHANGE ON READY TO SHIP PRODUCTS
Nour does not offer general returns or exchanges due to:
• Change of mind
• Incorrect size selection
• Incorrect colour selection
• Personal preference
• Difference in expectation
• Styling preferences
However, we will assist you if there is a genuine fulfilment issue or verified product defect.
4.1 Exchange Eligibility
To be eligible for an exchange, the following conditions must be met:
• Exchanges are approved by the brand only when the item received is defective or incorrect or when a ready to wear item's size does not match the size chart.
• The request must be made within 3 days of delivery.
• Exchange requests must be sent via email only to info@itsnour.com.
• The email subject line must clearly state Exchange Request – Order #XXXX.
Please include:
• Order number
• Customer name
• Delivery address
• Product/article name
• Reason for exchange
• Photographs/videos where applicable
If the exchange request is approved, Nour will provide the return shipping instructions and applicable shipping amount. The product should only be sent back after receiving confirmation and instructions from Nour.
The product must be a Ready-to-Ship product eligible for exchange.
• The customer must send the exchange parcel only through India Post, Delhivery, Blue Dart, DTDC or XpressBees. The return shipping cost will be borne entirely by the customer.
• Once an exchange request has been approved by Nour, the original product must reach the designated Nour/brand warehouse within 7 working days from the date of exchange approval. The customer is responsible for ensuring that the parcel is shipped in sufficient time to reach the warehouse within this 7 working-day period. Failure to deliver the product within the specified timeline may result in the exchange request being cancelled or rejected.
• The item must be unused, unworn, unwashed and in its original condition.
• All original brand tags, price tags and packaging must be intact.
• A valid order number/proof of purchase must be provided.
• The item must be returned in the same condition in which it was received.
• Only one exchange per order is permitted.
• Exhange Requests of Ready to Ship products made through WhatsApp, Instagram, attempted phone calls or other communication channels will not be considered an official cancellation request.
•Exchanges will generally be permitted for an item of equal or higher value.
•If the replacement item has a higher value, the applicable difference must be paid by the customer before the exchange is processed.
4.2 Exchange Credit & Nour Wallet
For an approved exchange, the eligible value of the returned product will be issued as Nour Wallet credit only.
The wallet balance may be used towards an eligible future purchase on Nour.
No cash refund or refund to the original payment method will be provided for a customer-requested exchange.
The validity and applicable terms of the wallet credit will be communicated at the time of issuance.
4.3 Return Shipping for Exchanges
The customer is responsible for the return shipping cost for an exchange.
Once the exchange request has been reviewed and approved, the customer is responsible for ensuring that the product reaches Nour safely and in the required condition within 7 working days of request approval.
The customer must send the exchange parcel only through one of the following courier services:
• India Post
• Delhivery
• Blue Dart
• DTDC
• XpressBees
Parcels sent through any courier service other than the above-mentioned services may not be accepted or processed by Nour.
Nour will not be responsible for products lost or damaged while being returned through a courier arranged independently by the customer.
5. DEFECTIVE OR INCORRECT PRODUCTS
We carefully inspect products before dispatch. However, if you receive:
• An incorrect article
• A genuinely defective product
• A damaged product
• An article different from the one confirmed in your order
please contact us within 3 days of delivery.
To help us review the issue, please provide:
• Order number
• Brief description of the issue
• unboxing video, clear photographs and videos showing the issue
• Photographs of the product tags and packaging, where applicable
Unboxing Video is must for claims relating to a damaged, defective or incorrect product, a clear unboxing video is strongly required as proof.
The video should:
• Be recorded from a distance
• Clearly show the package and shipping slip before opening
• Show all four sides of the box/package
• Continue through the opening process without any cuts in the video
• Clearly show the product and any issue present
Please keep all original tags, price tags, packaging and other components intact until the issue has been reviewed.
Once the issue is verified, Nour may offer an appropriate resolution, which may include:
• Replacement of the article
• Correction of the defect, where possible
• Nour Wallet credit
• Refund, where applicable
The resolution will depend on the nature of the issue and product availability.
5. 1 Return Conditions
In cases where a return is approved by the brand for an incorrect or defective item, the following conditions apply:
• The product must be unused, unworn and unwashed.
• The product must be in its original condition.
• Original brand tags and price tags must remain intact.
• Original packaging must be retained.
• All components included with the product must be returned.
• The product must be securely packaged to prevent damage during transit.
Improper packaging, missing components, removed tags or evidence of use may result in the return or exchange request being rejected.
6. NON RETURNABLE / NON EXCHANGEABLE PRODUCTS
The following products are strictly non-returnable and non-exchangeable unless the product received is incorrect or has a verified manufacturing/fulfilment defect:
• Pre-Order products
• Custom stitched orders
• Made-to-Order products
• Stitched articles
• Sale and clearance products
• Promotional offer products
• Fabrics sold without warranty or guarantee
Any return or exchange request must be reported to Nour within 3 days of delivery. Requests received after the applicable 3-day window will not be accepted, including in cases where the product received is an incorrect article, a genuinely defective product, a damaged product, and article different from the one confirmed in the order.
7. PRODUCT-SPECIFIC EXCLUSIONS
Returns or exchanges will not be accepted for dissatisfaction arising from:
• Expectation of pre-marked, pre-cut or ready-to-stitch fabric where the product is sold as unstitched/raw fabric
• Absence of stitching patterns, structural outlines or tailoring instructions
• Personal expectations regarding colour, fabric feel, design interpretation or complexity of stitching
• Being unaware that a product is unstitched/raw fabric when this has been clearly specified in the product description
• Embellishments such as tassels, lace, pearls or other accessories appearing in product images but not explicitly listed as part of the purchase
• Minor variations in colour, print or detailing caused by screen resolution, lighting, photography or editing
• Dissatisfaction with how a piece fits or looks once received is not eligible for return or exchange. Customer can always check the size chart and double confirm the pattern before placing your order.
Customers may contact Nour before placing an order if they require clarification regarding the product.
8. INLAY CARDS, TAGS, GARMENT LABELS & BRAND PACKAGING
There may or may not be brand tags or labels present on a garment depending on the product and parent brand.
The absence of an inlay card, tag/ label, where the product has otherwise been correctly supplied does not by itself constitute a defect or fulfilment error.
9. SALE & PROMOTIONAL PRODUCTS
Sale, clearance and promotional products are generally non-returnable and non-exchangeable.
However, if a customer receives an incorrect, damaged or genuinely defective product, the customer may contact Nour within the applicable reporting period of 3 working days via mail so that the matter can be reviewed.
10. REFUNDS & NOUR WALLET
Where a refund or credit is approved, the applicable resolution will depend on the reason for the refund.
10. 1 Nour Wallet
Where wallet credit is issued, the eligible amount will be added to the customer’s Nour Wallet and may be used towards eligible future purchases.
10. 2 Refund to Original Payment Method
Where a source refund is approved, it will be processed to the original payment method used for the order.
Refund processing and the time taken for the amount to reflect in the customer’s account may vary depending on the payment gateway, bank or card issuer.
A customer-requested exchange does not qualify for a source refund. The eligible exchange value will be issued as Nour Wallet credit.
11. REFUND PROCESSING TIME
11. 1 Store Credit:
Where store credit is approved, the eligible amount will be credited to your Nour Wallet on the next working day as the refund/credit is confirmed.
11.2 Source Refund:
Where a refund to the original payment method is approved, the refund will be processed within 14 working days from the date of refund approval.
11. 3
All source refunds will be credited only to the original payment method/account from which the payment was received. Refunds cannot be transferred to another bank account, payment method or third-party account, even if requested by the customer.
Please note that once Nour initiates the source refund, the time taken for the amount to reflect in the customer’s account may additionally depend on the payment gateway, bank or card issuer.
12. DISRUPTIONS & EXCEPTIONAL DELAYS
International Pre-Orders may occasionally be affected by circumstances beyond our direct control, including logistics disruptions, cargo restrictions, customs delays, routing interruptions, regional airspace restrictions, unforeseen natural calamities, conflict or war affecting transit routes, or other extraordinary circumstances.
During such periods, shipment movement may be temporarily paused or significantly delayed. In exceptional circumstances, the resolution of an affected order may take several months or longer, depending on when sourcing, logistics and transit operations are restored.
Customers with orders affected by such disruptions may be requested to wait until a resolution becomes possible. This may include waiting for the product to become available, shipment movement to resume, or the affected order to reach a stage where a refund or alternative resolution can be processed.
In exceptional circumstances, customers may be required to wait for an extended period, potentially several months or even up to a year, before a final resolution can be provided. No order will be cancelled in the case.
13. LEGAL DISCLAIMER
Nour reserves the right to review and reject any return, exchange, refund or cancellation request that does not meet the applicable conditions of this policy.
Placing an order on Nour constitutes acknowledgement of and complete acceptance of the applicable terms and conditions, including the cancellation, return, exchange and refund provisions stated herein.
Nothing in this policy is intended to exclude, restrict or limit any rights or remedies available to consumers under applicable Indian law. Where any provision of this policy conflicts with a mandatory requirement of applicable law, the applicable law shall prevail.
14. CUSTOMER SUPPORT
For cancellation, return, exchange or refund-related queries, please contact:
Email: info@itsnour.com
Please include your order number and relevant details so our team can review your request and guide you through the applicable next steps.
A Note From Nour
We understand that shopping online, particularly for exclusive and Pre-Order pieces, can sometimes come with questions.
Our policies are designed to keep the process clear while protecting both our customers and the sourcing process.
If something is genuinely wrong with your order, please reach out to us with the required details and we will review the matter and assist you accordingly.