Refund policy

Last updated: February 7, 2026

This Returns, Refunds & Legal Guarantee Policy applies to all purchases made through www.noorplace.com under the brand Noor.

This policy is in accordance with Belgian and EU consumer protection law and should be read together with our Terms of Service.

1. Right of Withdrawal (Change of Mind)

In accordance with EU and Belgian consumer law, customers have the right to withdraw from their purchase within 14 calendar days from the day after receiving the goods, without providing any reason.

To exercise this right, customers must notify us within the 14-day period by email:

After notification, the goods must be returned within 14 days. The return address will be provided by email once the request has been reviewed.

Refunds will be issued within 14 days after we receive the returned goods or receive proof that they have been shipped, whichever occurs first.

2. Condition of Returned Goods (Withdrawal Returns)

Customers may handle goods only to the extent necessary to establish their nature, characteristics, and functioning.

Our candles are unscented and sealed for product integrity and tamper protection.

We may reduce the refund if returned goods show signs of handling beyond what is necessary to assess them. This includes, but is not limited to:

  • A broken wax seal on the outer packaging

  • Opened packaging

  • Candles that have been used, lit, altered, or damaged

3. Return Shipping Costs

Unless the item is defective, damaged on arrival, or incorrect, return shipping costs are the responsibility of the customer.

If a return is made under the legal right of withdrawal, we will refund:

  • The product price; and

  • The standard delivery cost originally paid

Any additional charges for express or upgraded shipping options are non-refundable unless required otherwise by law.

For defective, damaged, or incorrect items where we are responsible for return shipping, customers must provide valid proof of the shipping expense (such as a carrier receipt). Reimbursement is limited to reasonable standard shipping costs.

We strongly recommend using a tracked and insured shipping method.

4. Return Shipment Tracking

When returning goods, customers are required to use a tracked shipping service and must provide the shipment tracking number by email to customerservice@noorplace.com once the return has been dispatched.

Refunds may be delayed until tracking information is provided or the returned goods are received.

We are not responsible for returns lost in transit without valid tracking proof.

5. Return Packaging Requirements

To ensure safe return of goods, customers should:

  • Use the original shipping box

  • Include adequate protective materials

  • Properly seal the parcel

  • Reapply the “Fragile” sticker if provided

Customers remain responsible for the condition of the goods until they are received by us.

6. Photo Verification

To confirm the condition of returned goods, we may request photos before authorising a return. Photos may need to show:

  • The product in its packaging

  • The wax seal on the outer parcel

  • The general condition of the shipment

This process supports quality control and fraud prevention and does not affect statutory consumer rights.

7. Shipping Damage

If a parcel arrives visibly damaged or the wax seal appears broken at delivery, customers must contact us within 48 hours and provide photos (and preferably video) before opening the parcel. This allows us to file claims with the shipping carrier.

8. Legal Guarantee (Defective or Non-Conforming Products)

All products are covered by the legal guarantee of conformity under applicable consumer protection law. This guarantee applies to defects that existed at the time of delivery and appear within the legally established period.

This guarantee does not cover damage resulting from:

  • Misuse or improper handling

  • Accidents

  • Improper storage (including exposure to heat)

  • Failure to follow candle safety instructions

  • Normal wear or cosmetic changes that do not affect product function

Customers should notify us within a reasonable time after discovering a defect by emailing:

We may request photos, videos, or additional information to assess the issue. If a defect is confirmed, we will provide a repair, replacement, price reduction, or refund in accordance with legal requirements.

Return shipping costs for confirmed defects are covered by us (proof of shipping cost may be required).

9. Inspection of Returns

All returned goods are inspected upon arrival. Refunds may be reduced if items show signs of use, damage, or handling beyond what is necessary to assess them under the right of withdrawal.

10. Abuse & Fraud Prevention

We reserve the right to refuse refunds or future orders in cases of suspected abuse, fraudulent claims, or repeated unreasonable return behaviour, in accordance with applicable consumer protection laws.

Our wax seal on the outer packaging serves as a tamper-evident feature to protect both customers and our business.

If you have any questions regarding returns or your legal rights, please contact customerservice@noorplace.com.