Before contacting support
Providing the following information helps us diagnose the issue and respond more quickly:
- Your order number and the email address used for the purchase.
- The product name, size or design and the control-module serial number, where available.
- A clear description with photographs or video; for app issues, include the phone model, app version and firmware version.
Order changes and cancellations
Contact us immediately if an order needs to be changed or cancelled. Changes are possible only before fulfilment begins. Once dispatched, the order follows the applicable return process.
Returns
Eligible items may be requested for return within 30 days after delivery. The product must be unused, in its original condition and include its packaging, control module, cables, bag, documentation and other supplied accessories. Proof of purchase is required.
For hygiene and product-condition reasons, used prayer mats are normally accepted only when required by applicable law or when a defect has been verified. Contact us before sending any item; unauthorised returns may be delayed or refused.
Damaged, incorrect or incomplete orders
Inspect the order after delivery and contact us promptly if it is damaged, incorrect or incomplete. Keep the packaging and provide photographs so that we can assess the case and give return or replacement instructions.
Warranty support
Manufacturing defects are handled under the NoorConnect limited warranty. Depending on the assessment and applicable law, the solution may be troubleshooting, repair, replacement or refund.
The warranty does not normally cover ordinary wear, misuse, accidents, improper cleaning or storage, damage beyond the product's stated resistance, or unauthorised modification or repair.
Read the WarrantyResolution and local rights
After eligibility is confirmed, NoorConnect will provide the return address and next steps. Return-shipping responsibility depends on the reason for return, destination and applicable law.
This policy does not exclude or limit mandatory consumer rights in the country or region where the product was purchased.