Return & Exchange Policy

At Norahy, we want our customers to shop with confidence. We carefully check our products before dispatch, but if you receive a damaged, defective, incorrect, or incomplete item, we will review your case and support you according to the policy below.

1. Return Request Period

Return or exchange requests must be submitted within 7 days of receiving your order. This period allows customers enough time to inspect the product and report any issue. Requests submitted after 7 days may not be accepted unless there is a special case approved by Norahy.

2. Conditions for Return

To qualify for a return, the product must be unused, undamaged, and in its original condition. It should be returned with original packaging, labels, tags, manuals, accessories, free gifts, and proof of purchase. Products that are returned incomplete, used, altered, or damaged may not be accepted.

3. Damaged, Defective, or Wrong Product

If you receive a damaged, defective, or wrong product, please contact us within 48 hours of delivery. You will be asked to share your order number, contact details, and clear photos or videos showing the product, packaging, and the issue. This helps us verify the case quickly and provide a fair resolution.

After review, we may offer a replacement, exchange, store credit, or refund depending on the nature of the issue and product availability. If the issue is verified as our mistake, we will make reasonable efforts to resolve it without unnecessary inconvenience to the customer.

4. Non-Returnable Items

For hygiene, safety, and quality reasons, certain items cannot be returned once opened or used. These may include personal care products, beauty accessories, grooming items, hygiene-related items, and any product that comes into direct contact with skin, hair, or body unless it is received damaged or defective.

Items damaged due to misuse, improper handling, accidental breakage, incorrect installation, water damage, normal wear and tear, or customer negligence are not eligible for return or exchange.

5. Change of Mind Returns

Change of mind returns may be reviewed on a case-by-case basis. To be considered, the product must be unopened, unused, and in fully resaleable condition. In such cases, delivery charges, return shipping charges, and payment processing charges may not be refundable.

6. Exchange Policy

Exchanges are generally offered for wrong, damaged, or defective items. If the same product is available in stock, we may replace it with the correct item. If the item is unavailable, we may offer an alternative product, store credit, or refund where applicable.

7. Refund Process

Once we receive and inspect the returned product, we will notify you whether the refund is approved or rejected. If approved, refunds are usually processed within 5 to 10 working days. The actual time for the amount to appear may depend on the payment method, bank, wallet, or payment provider.

8. Refund Method

Refunds may be issued through the original payment method where possible. For Cash on Delivery orders, refunds may be processed through bank transfer, wallet transfer, store credit, or another available method depending on the country and operational feasibility.

9. Return Shipping Charges

If the return is due to a verified mistake from Norahy, such as a wrong item, damaged product, or missing item, we may cover the return shipping cost. If the return is due to customer preference, change of mind, incorrect order selection, or refusal after dispatch, return shipping charges may be the customer’s responsibility.

10. Order Cancellation

Orders may be cancelled before they are dispatched. Once an order has been shipped, it cannot usually be cancelled and may need to be handled under the return process. Cash on Delivery orders may also be cancelled if confirmation is not received or if the customer is unreachable before dispatch.

11. How to Request a Return or Exchange

To request a return or exchange, email us at support@norahy.com with your order number, full name, contact number, reason for return, and supporting photos or videos where applicable. Our support team will review your request and guide you about the next steps.