Refund policy

Returns & Refund Policy

1. General Conditions

Noraya Living - F.Z.C will accept a product to be returned, provided the conditions explained in this policy are met.

We will offer a refund if we are unable to replace a defective or damaged product, but we must be contacted for that purpose. Please make sure you inspect your package upon receipt. If there are signs of damage to the product or courier packaging, please make sure you check the content before signing it off. As soon as you have signed for the shipment, the products have been accepted as is, so please make sure they are in good condition.

Refunds can only be obtained within 14 days of receiving the product. We will offer a refund (except for bedding, pre-orders, wallpaper, Fragile products, items on sale, AS IS items, items used for commercial promotions, or products that have been used) if you have changed your mind about your order or if we sent you the wrong or defective product.

In order to obtain a full refund, all products must be returned in their original packaging, with the original and unremoved tags, with all enclosed documentation, and the packaging cannot be broken or otherwise damaged — neither can the product. In other words, the product must be ready to be resold. Noraya Living - F.Z.C reserves the right to decline a refund (partial or total) if these conditions are not met.

Delivery and/or shipping costs are non-refundable. Furthermore, if a product is to be returned, the return shipping cost will be at the customer’s expense, unless the product is defective or if we have sent you the wrong product, in which case we will bear the cost of shipping. However, please note that the product’s integrity remains your responsibility until it reaches our warehouse. Please ensure you pack the return safely to prevent any damage to the product(s) or the original packaging.

 

2. Defective Products

Noraya Living - F.Z.C takes great care to ensure that your products are packed carefully to arrive perfectly and in their original condition. However, in the unlikely event that your products arrive damaged, please contact us within 3 days at hello@norayaliving.com, and we will work out the best way to rectify the situation.

This does not include damages caused by misuse of the products or failure to follow correct washing and care instructions.

In the event that you have received a damaged product, we will make every effort to replace it for you. If it is not possible or if the product is no longer available, then a full refund will be offered.

3. Returning a Product

Before sending the product(s) to us, please send us an email with your name, order number, and phone number. Once we acknowledge your message and your return request, please return the product(s) to us and include the respective information in the courier or postal service package so that we can track and trace your return.

As Noraya Living - F.Z.C operates as an online-only business and does not maintain a physical retail store, return instructions and warehouse details will be shared with you after your return request has been approved.

Please contact us at:

We highly recommend returning any product(s) via a registered courier or tracked postal service, as Noraya Living - F.Z.C cannot be held responsible for returned product(s) that are lost or damaged in transit. The customer assumes full responsibility for returning the product(s), including any shipping costs incurred, except for the situations listed above.

4. Refunds

Once we have received the returned product(s), we will inspect their condition and, if eligible, we will initiate the refund process within 48 hours.

A refund for the price of the product(s) (and, if applicable, the shipping costs) will be credited within 14 days from the date the product(s) have been returned, inspected, and found to be in their original condition.