Withdrawal, Returns, Refunds and Cancellation
Right of withdrawal
By law, there is a 14-day right of withdrawal on all distance purchases. We offer a 30-day right of withdrawal.
You must cancel your purchase within 30 days from the day you received your item. Please note that you need to have sent the item back within 14 days of notifying us.
Return policy
We offer a 30-day return policy as well. You have the option of a refund for the item. However, Items must be unworn and in original packaging. Return postage is to be covered by the buyer and proof of return postage must be obtained.
To start a return, You can download a Cancellation form here that you can use if you want. It is also possible to notify us by e-mail (Info@nour-house.se) that you wish to exercise your right of withdrawal. You send your goods to NOUR HOUSE AB, Adlerfältsväg 4F, 213 65 Malmö, Skåne, Sweden. Remember to attach a message with your name and order number.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. Transit time back to the warehouse may take 7 -10 business days.
Due to hygiene considerations, we are unable to receive items with damaged packaging or those that are not in a completely new condition.
Please note that our products are not eligible for returns if they have been used or tested, and the right of withdrawal will not be applicable in such cases where the product’s packaging has been opened and used. You’ll also need the receipt or proof of purchase.
Refunds
All shipping costs are non-refundable. You are responsible for the cost of return shipping, delivery and condition of the products upon return, the products should therefore be sent well packaged and in original packaging.
The refund will normally be made after receiving and approving your return. If approved, you’ll be automatically refunded on your original payment method.
If you have paid by credit card, we will refund the amount to your card. If you have transferred money instead, we ask you to send details of your bank, clearing number (4 digits) and your account number (up to 10 digits), and you will receive the amount in your account. The money is refunded within 14 banking days from when we have received the return, or proof that the return has been sent to us (receipt/photo from the place of delivery).
We are not responsible for any charges or penalties which may be imposed by the payment provider as result of payment being processed in respect of your order.
Cancellation/Change address
If you email us up to One (1) hour before the shipping deadline to info@nour-house.se, there is a chance we can cancel/change address in time!
Only then, we are able to accept cancellation and a full refund is due directly.
Changes
We may update this privacy policy & Conditions from time to time in order to reflect, for example, changes to our practices or for other operational, legal, or regulatory reasons.
Refusal To Pick Up Delivery
If you do not pick up your package at the delivery point, it will be returned to us. The same applies if you have entered the wrong address.
Deliveries with DHL to the delivery service point remain for 7-14 days (check with your local DHL service point).
Orders sent as parcels (e.g. DHL) or registered mail must be picked up at the pick-up point designated by the shipping provider. If the shipment is not picked up, and it is sent back to us, an administration fee of SEK 160 will be charged from the customer.
If you have made a mistake, or if something is missing in the delivery address and you discover this after the order has been sent, your order will probably not be delivered, but will be returned to us.
An additional fee of SEK 40 is added for shipments that are to be sent again after we have received it in return due to wrong/missing information in the delivery address.
SEK 40 is also deducted from the payment if refund of returned shipment that was not picked up.
Should your order value be lower than the costs incurred, no refund will be made at all.