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Returns & Refunds Policy
At Nour Premium, we carefully inspect and prepare every order before shipment. Our returns and refunds policy depends on the destination of your order and the consumer-protection laws applicable to your purchase.
1. UAE & GCC Orders
For orders delivered to the United Arab Emirates and, where permitted by applicable local law, other GCC countries, Nour Premium does not offer returns or refunds for change of mind, personal preference, styling preference, color preference or sizing preference.
Accordingly, customers are encouraged to carefully review the product description, size guide, measurements and product details before placing an order.
This does not affect any mandatory rights you may have under applicable consumer-protection law.
Defective, damaged or incorrect items
If you receive an item that is defective, damaged during delivery, materially different from the item ordered, or otherwise does not conform to your order, please contact us at contact@nour-premium.com as soon as possible after receiving your order.
Please provide your order number and, where appropriate, clear photographs or other evidence of the issue. We will assess the matter and, where required by applicable law, provide an appropriate remedy, which may include repair, replacement or refund.
Items must not be worn or used after a defect or damage has been discovered, except where reasonably necessary to identify the issue.
2. European Union — 14-Day Right of Withdrawal
If your order is delivered to a country within the European Union, you have a statutory right to withdraw from your purchase within 14 days of receiving your order, without giving a reason, subject to the exceptions provided by applicable law.
To exercise this right, please contact us at contact@nour-premium.com within 14 days of receiving your order.
After notifying us of your withdrawal, you must send the goods back to us without undue delay and, in any event, within 14 days of communicating your decision to withdraw.
Condition of returned items
You may handle and try on an item only to the extent reasonably necessary to establish its nature, characteristics and fit, in the same way you would reasonably be permitted to do in a physical store.
The item should be returned in an appropriate condition, together with its original tags, accessories and packaging where reasonably possible.
You are responsible for any diminished value of the goods resulting from handling beyond what is reasonably necessary to establish their nature, characteristics and functioning.
Accordingly, items that have been worn, used, washed, altered, damaged, stained, perfumed or otherwise handled beyond what is reasonably necessary for inspection may be subject to a deduction reflecting the resulting loss in value, to the extent permitted by applicable law.
3. Items That Cannot Be Returned
Subject to mandatory consumer rights applicable to your order, we cannot accept returns for:
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Items that have been worn, washed, altered or damaged;
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Items returned with stains, makeup, perfume, body odour, pet hair or other signs of use;
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Items with removed or damaged tags where the applicable law permits us to refuse the return;
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Items that have been damaged through improper care or use;
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Hygiene-sealed headscarves or other hygiene-sensitive products where the hygiene seal has been opened or removed, where permitted by applicable law;
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Gift cards, unless otherwise required by applicable law;
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Personalized or specially made-to-order items, unless they are defective or otherwise do not conform to the order.
Sale or promotional items remain subject to the same mandatory consumer rights as full-price items. Any additional commercial return restrictions applicable to sale items will not limit statutory rights that cannot legally be excluded.
4. How to Request a Return
To request a return or exercise your statutory right of withdrawal, please contact us at:
Please include:
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Your order number;
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The name of the item(s) concerned;
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The reason for the return, where applicable;
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Photographs or other evidence if the item is defective, damaged or incorrect.
Please do not send an item back without first contacting us and receiving return instructions.
If your return is approved, we will provide you with the applicable return instructions and return address.
5. Return Shipping Costs
For voluntary returns that are permitted under our commercial return policy, the customer is responsible for the applicable return shipping costs unless otherwise stated.
For European Union withdrawals, the customer is generally responsible for the direct cost of returning the goods unless Nour Premium has agreed to bear those costs or applicable law requires otherwise.
Where an item is defective, damaged, incorrect or otherwise does not conform to the order, Nour Premium will handle the applicable return and remedy in accordance with mandatory consumer law.
6. Refunds
Once we receive and inspect a returned item, we will notify you whether the return has been accepted and whether a refund is due.
For European Union statutory withdrawals, refunds will be issued in accordance with applicable law. We may withhold reimbursement until we have received the returned goods or you have provided evidence that the goods have been sent back, whichever occurs first.
Refunds will normally be made using the same payment method used for the original purchase, unless otherwise agreed or required by applicable law.
For voluntary returns accepted outside the statutory EU withdrawal framework, any refund will be processed according to the terms communicated by Nour Premium when the return is approved.
Please note that the time required for a refunded amount to appear in your account may depend on your bank or payment provider.
7. Exchanges
Nour Premium does not generally offer direct exchanges.
Where a return is legally permitted or approved, the customer may return the original item and place a new order for the desired item, subject to availability.
This does not affect any mandatory rights relating to defective, damaged or non-conforming products.
8. Cash on Delivery
Cash on Delivery is not currently available for Nour Premium orders.
All orders must be paid in full using one of the payment methods available at checkout.
9. Contact Us
If you have any questions regarding returns, refunds or your consumer rights, please contact us at:
We will always handle mandatory consumer rights in accordance with the laws applicable to your order.