Refund policy

Noor Qalb – Refund Policy

Last updated: August 2026

Our goal is simple: if something isn't right, we make it right.

1. Eligibility for returns

You may request a return within 60 days of receiving your order. The item must be unused, undamaged, and in its original packaging with all accessories included. Used or damaged items are not eligible. Returns sent back without prior approval cannot be accepted.

Personalised items. Pieces engraved or made with a name, initials or a birth year are produced individually for you and cannot be resold. They are final sale and cannot be returned or exchanged for change of mind, sizing, or spelling submitted incorrectly at checkout. They are covered only if they arrive damaged, defective, or engraved differently from the spelling you submitted — in which case we replace them at our cost. Please check the spelling carefully before ordering: what you submit is what we cut.

Also final sale: gift cards, chain extenders, gift boxes, and any item listed on the product page as final sale.

2. How to request a return

Email contact@noorqalb.com before sending anything back. We will confirm the return address and instructions.

If the item is not damaged or defective, return shipping is at your cost, and a $10 restocking fee is deducted from the refund. If the item is damaged, defective or incorrect, we cover return shipping and no fee applies. We recommend a tracked service.

3. Refunds

Once we receive and inspect the item, we email you the outcome. Approved refunds go back to the original payment method. Shipping fees are non-refundable unless the item arrived damaged, defective or incorrect. The time it takes to appear on your statement depends on your payment provider.

Not refundable: items used, worn or damaged after delivery; items returned without their original packaging or accessories; any item returned after the 60-day window; final sale items listed in section 1; original shipping charges.

Parcels refused at delivery, or returned to us because the address supplied at checkout was incomplete or incorrect, are refunded minus shipping and the restocking fee.

We reserve the right to decline returns where the pattern of requests indicates misuse of this policy.

4. Exchanges

Tell us when you contact us. Exchanges follow the same process; the replacement ships once we receive and inspect the returned item. One exchange per item.

5. Damaged, defective or incorrect items

Email contact@noorqalb.com within 14 days of delivery with your order number and a clear photo of the issue. Where the fault is confirmed, we replace the item and cover the return shipping. A refund is offered only where a replacement is not possible.

6. 12-month warranty

Every piece is covered for 12 months from delivery against manufacturing defects — a failed clasp, a broken chain link, a defective engraving, or plating that lifts or flakes rather than wears.

The warranty is a replacement warranty: we replace the piece once. It is not a cash-back guarantee and does not restart on the replacement.

It does not cover: normal wear of the plating over time (gold plating is a surface finish and fades with use); scratches, dents or bending; damage from water, perfume, lotion, chlorine, or sport; loss or theft; items altered or repaired by anyone other than us. Proof of purchase and a photo are required.

To keep it covered: remove it before showering, swimming and sleeping, keep it away from perfume and creams, and store it dry.

7. Cancelling an order

Standard items can be cancelled free of charge at any time before dispatch.

Personalised pieces enter production quickly. Cancellation is only possible within 12 hours of ordering, and only if cutting has not started. After that the piece is already being made to your spelling and cannot be cancelled.

Once an order has shipped, use the return process in section 1.

8. Contact

contact@noorqalb.com — we're here to help.