General

1.1. At Nour, we are dedicated to delivering the highest quality craftsmanship. While we hope you are fully satisfied with your purchase, we do not offer returns or exchanges under normal conditions.

1.2. Normal conditions refer to situations where the product is delivered as described, free from defects, and meets the quality standards set by Nour. In such cases, where the product aligns with our quality control standards and matches the description at the time of purchase, Nour does not offer any cancellations, refunds, returns or exchanges. This policy reflects our commitment to delivering exceptional products and ensuring customer satisfaction.

Exchange Policy

2.1. We do not offer exchange on any of the orders placed with us on website, WhatsApp or Instagram.

2.2. Exchanges for pre-booked articles are only applicable if we have sent incorrect article or if there is any defect with the garment. In such cases, the article will either be replaced, or the defect will be corrected by our team.

2.3. The credit amount for the exchange will be credited to your Nour Wallet, which can be used for future purchases. The credit note is valid for 3 months and can be redeemed both online and in-store.

2.4. To process an exchange for incorrect article sent, we request that you keep the brand tag, price tag, and all relevant packaging intact. If these are missing, we will be unable to process the exchange, and the item will be sent back to the customer.

2.5. All Made-to-Order articles are not eligible for return/exchange or refund.

2.6. Items purchased on sale will not be exchanged or refunded unless the product is damaged.

2.7. To initiate an exchange for the above mentioned reasons, please contact our care team within 3 days of delivery, providing your order number and reason for return. If the product is defective or incorrect, please include an image of the item, and we will assist you.

2.8. Since articles are sourced from the designer/brand, there may be delays, and the dispatch date may change. In such cases, the order will not be eligible for a refund.

2.9. Return shipping costs are the responsibility of the customer.

Defective Products

3.1. At Nour, we prioritize quality assurance to ensure that all products are free from defects. Our quality checks include thorough inspections during manufacturing and packaging. Skilled professionals meticulously examine each item for flaws, inconsistencies, or damages, and we adhere to strict quality control standards throughout the production process.

3.2. Notification of Defect: If you receive a defective product, notify us within 48 hours of receiving the item. To report a defect, please contact our customer service team at info@itsnour.com, providing the following:

• Order number or reference
• Description of the defect
• Clear photos or videos showing the defect
• Any other relevant documentation

3.3. Return Process: We will guide you through the return process. All shipping and customs charges are to be covered by the customer. Please follow these steps:

• Notify us of the defect within 48 hours with order details and evidence of the defect.
• Upon approval, securely pack the item and ship it to our return address at your expense.
• Once received, we will assess the defect and provide a resolution, which may include a replacement, store credit, or refund (if eligible).

3.4. Thorough Investigation:

Upon receiving the defective product, we will conduct a detailed investigation, including visual inspections, documentation reviews, and internal assessments, to determine the appropriate resolution.

3.5. Refund or Replacement:

Based on the investigation findings and our policy, we will either issue a refund or provide a replacement. Refunds are issued only in exceptional cases, at the brand's discretion. Generally, exchanges or refunds are not accepted, except in cases of verified defects.

3.6. Brand's Discretion:

Nour reserves the right to make final decisions regarding refunds and replacements based on the outcome of the investigation.

Cancellation Policy

4.1. General:

Nour reserves the right to cancel an order in cases such as when stock is unavailable or there is an issue with the product. In such instances, a full refund will be issued. Refunds, where applicable, shall be issued exclusively as non-transferable store credit and cannot be exchanged for cash or refunded to the original payment method. Please note that the brand reserves the right to decide how to proceed with each refund request.

We do not accept cancellations/refund/return or exchange once an order is placed by the customer. Please ensure your order is accurate before completing the purchase.

In case of delays in receiving the product from the brand or designer, cancellations are not possible.

4.2. Eligibility:

Orders already processed or shipped cannot be canceled. International orders cannot be canceled once processed or confirmed.

4.3. Refund Process:

Refunds are processed in 1-3 working days after cancellation is confirmed by Nour.

All refunds, regardless of the reason (including product unavailability, dispatch issues or operational cancellations), will be issued only in the form of store credit.

Store credit:

• Will be issued within 1-3 business days from cancellation confirmation
  
• Has validity of minimum 3 months or no expiry, depending on brand policy at the time of issuance
  
• The exact validity applicable will be decided and communicated at the time of issuing the credit
• Can be used against any future purchase with us

We do not process refunds to the original payment method as a standard policy.

In rare and exceptional cases where a refund to the original payment method is approved by the brand, it will be processed within 14–21 working days, subject to bank and payment gateway timelines.
In this case, A 3% deduction will be applied from the refund amount as platform, payment gateway and handling charges. This amount will be adjusted before issuing the source credit.

4.4. Exceptions:

The following items are not eligible for cancellation or refund on any grounds :

• Final sale items marked as non-returnable or non-refundable
• Personalized or custom-made products once the production process has begun or an order placed by the client at her on request from other brands.

4.5. Procedure:

To initiate any request, customers must contact our support team at info@itsnour.com with their order number and reason for cancellation.

4.6. Communication:

Upon canceling an order from our end, customers will receive a confirmation via email to their registered contact details.

4.7. Liability:

Customers are responsible for providing accurate order details and initiating cancellations within the specified timeframe. Nour will process cancellations and refunds promptly, in accordance with this policy.

4.8 Preorder Orders & Disruption Policy

4.8.1. Preorder-Based Sourcing Model:
At Nour, a large portion of our products operate under a preorder-based sourcing model. All preorder products are sourced and processed specifically based on confirmed and paid customer purchases. This process may involve procurement, production scheduling, sourcing allocation, and international logistics coordination.

4.8.2. Preorder Orders:
As preorder products are processed specifically against confirmed and paid customer orders, cancellations can significantly affect the operational flow and sustainability of the preorder business model.

4.8.3. Disruption & Extended Delay Notice:
International preorder movement may occasionally be affected by circumstances outside our operational control, including but not limited to:

• Logistics disruptions
  
• Cargo restrictions
  
• Customs delays
  
• Routing interruptions
  
• Regional airspace movement restrictions
  
• Natural calamities
  
• Conflict or war affecting the transit route

During such periods, shipment movement may temporarily pause and resume depending on operational conditions. This can result in extended, indefinite, and variable preorder timelines beyond the standard estimates.
Customers are advised to proceed with preorder purchases only if extended timelines are acceptable to them.

4.8.4. Cancellation & Refund Structure:
As a general policy, preorder cancellations and refunds are not applicable once processing and sourcing procedures begin.
However, during officially notified disruption periods, Nour may provide temporary exceptional resolution options for eligible delayed orders, including:
* Continuation of order processing
* Store credit conversion
* Source refund queue access

4.8.5. Source Refund Queue Eligibility:
Orders may become eligible for source refund queue requests where:
* The order is delayed 60+ days beyond the standard estimated dispatch timeline mentioned on the product page
* Confirmed sourcing or fulfillment movement remains unavailable
* The order falls within an officially disruption-affected processing cycle

Eligibility for source refund requests does not guarantee immediate refund processing.
Refund requests are processed in structured batches based on:
* Queue sequence
* Operational review
* Processing availability

4.8.6. Store Credit:
Customers opting for store credit may receive additional goodwill credit benefits during applicable disruption-stage support periods, if offered by Nour.
Store credit may be used toward future eligible purchases, subject to applicable validity conditions.

4.8.7. Right to Review:
Nour reserves the right to review, modify, pause, or withdraw temporary disruption-stage support measures depending on operational conditions, logistics stability, and processing capacity.

4.9. Changes or Updates:

Any changes to the cancellation policy will be communicated via email and updated on our website. We recommend reviewing the policy periodically for revisions.