Refund policy
Cancellation, Return, Refund & Warranty Policy
At NoorConnect, we want you to be confident in your purchase. This policy explains how cancellations, returns, refunds, and warranty claims work. This policy does not affect any statutory rights you may have under the laws of your country of residence.
Section 1 — Order Cancellations
Before shipment: You may cancel your order at any time before it ships for a full refund.
After payment captured, before shipment: If you request cancellation after payment has been captured but before the order ships, we will refund your order minus a non-refundable order processing fee of USD $10.
After shipment: Once an order has shipped, it can no longer be cancelled. Please refer to Section 2.
Section 2 — Refused Deliveries / After-Shipment Returns
Once a package is dispatched, outbound shipping fees are non-refundable, and a logistics fee of USD $15 will not be refunded.
If the package has not yet been delivered, you may refuse delivery. In that case:
- We will process your refund only after the parcel is returned to us and inspected.
- Your refund will be reduced by (a) the non-refundable logistics fee of USD $15, and (b) the return-to-warehouse shipping cost charged by our courier, which varies by destination and will be deducted from your refund.
If the item is delivered to you and you wish to return it:
- You must request return authorization by emailing info@noorconnect.com.
- You must ship the item back at your own cost, unless it is confirmed defective or incorrect (see Section 4).
- Refunds are processed after we receive and inspect the return.
Section 3 — Change-of-Mind Returns (Customer-Paid Return Shipping)
If you change your mind, you may request a return by emailing info@noorconnect.com within 72 hours of delivery.
Eligibility (all conditions must be met):
- Item is unused, unwashed, and undamaged.
- No stains, odor, wear, marks, or visible pressure marks. If the item shows signs of use, we may reject the return or issue a partial refund where permitted.
- All accessories included (control box, charging cable, and any applicable parts).
- Original packaging included and in resaleable condition.
- Returned in a condition that does not affect resale.
Photos required (mandatory): Please include clear photos of the mat (front and back), the control box, all accessories, and the packaging.
Return shipping cost: For change-of-mind returns, customers are responsible for return shipping. We do not provide free return labels for non-defective returns.
Authorization required: Do not send items back without approval. Items returned without prior authorization may be refused and may not be eligible for a refund.
Section 4 — Damaged / Incorrect / Missing / Defective Items
Please inspect your order upon receipt. If the item is defective, damaged in transit, incorrect, or missing parts, contact info@noorconnect.com within 72 hours of delivery and provide photos or videos.
If confirmed, we will arrange an appropriate solution, which may include replacement, exchange, spare parts, troubleshooting support, or return and refund where applicable. In confirmed cases, return shipping will be handled by NoorConnect where appropriate.
Section 5 — 1-Year Limited Warranty
We provide a 1-year limited warranty from the delivery date covering manufacturing defects under normal use.
Warranty exclusions: misuse, accidents, liquid exposure, unauthorized repair/disassembly/modification, improper handling or storage, and normal wear and tear.
To request warranty support, email info@noorconnect.com with your order number and photos or videos of the issue.
Section 6 — Refunds & Partial Refunds
Once we receive and inspect your return, we will notify you of approval or rejection. If approved, refunds are issued to the original payment method within 10 business days (bank processing time may vary).
If the returned item is not in resale condition (e.g., used, damaged, missing accessories, stains or odor, or missing/seriously damaged packaging), we may reject the return or issue a partial refund reflecting the reduced resale value, where permitted.
Section 7 — Duties & Taxes (DDP)
We ship from China and may use DDP (Delivered Duty Paid) for certain destinations. For refused deliveries or change-of-mind returns, any duties, taxes, or import-related charges that have already been paid and cannot be recovered may be non-refundable, unless otherwise required by law.
Section 8 — Contact
For cancellations, returns, or warranty requests, please email: info@noorconnect.com
Last updated: [ June 2026]