Return and Refund Policy

Return & Refund Policy

At Noura Care, we want you to love what you receive. If something isn't quite right, please read the details below.

Our 7-day return policy

We offer a 7-day return window. You have 7 days from the date you receive your order to request a return.

To be eligible for a return, your item must be:

  • In the same condition you received it
  • Unused, unworn, and unwashed
  • In its original packaging with any tags attached
  • Accompanied by proof of purchase (order number or receipt)

We require a reason for the return, and the return will only be processed once we've confirmed the items have not been used in any form.

How to start a return

  1. Email us at hello@nouracare.au with your order number and reason for return
  2. We'll confirm whether your return is accepted and provide return instructions
  3. Once approved, send your return to:

Return address: Noura Care 77 Suffolk Street Caversham, WA 6055 Australia

Important: Items sent back without first requesting a return will not be accepted.

Gift returns

If the item was a gift and you received it directly, please contact us at hello@nouracare.au with the order number or the name of the gift-giver. Approved gift returns will be refunded to the original gift-giver's payment method.

Return shipping

You are responsible for paying your own return shipping costs. Original shipping fees are non-refundable.

If you are returning an item valued over $75, we recommend using a trackable shipping service or purchasing shipping insurance. Noura Care cannot guarantee that we will receive your returned item, and we are not responsible for items lost or damaged in return transit.

Non-returnable items

For health, safety, and hygiene reasons, the following items cannot be returned:

  • Perishable goods — including teas, oils, and food products
  • Personal care items — including the Kansa Face Wand, Magnesium Oil Spray, and similar skin-contact products.
  • Custom or personalised products — special orders or personalised items
  • Gift cards
  • Items from curated ritual sets cannot be refunded individually — the full set must be returned together.

Sale items

Sale items and items purchased during promotional discounts are final sale and cannot be returned or refunded, unless the item is faulty or damaged. If a sale item is faulty or damaged, your rights under Australian Consumer Law still apply.

If you have any questions about whether a specific item is returnable, please contact us at hello@nouracare.au before purchasing.

Damaged, defective, or incorrect items

Please inspect your order immediately upon arrival. If your item is defective, damaged, or you've received the wrong item, contact us at hello@nouracare.au within 7 days of delivery with:

  • Your order number
  • Photos of the damage or incorrect item
  • A brief description of the issue

We will evaluate the issue and make it right — either through a replacement, repair, or full refund (including return shipping costs in these cases). Your rights under Australian Consumer Law are not affected.

Exchanges

We don't offer direct exchanges. The fastest way to get what you want is to return your original item and, once the return is accepted, place a new order for the item you'd like.

Refunds

Once we receive and inspect your return, we'll email you to confirm whether the refund has been approved.

  • If approved: You'll be refunded to your original payment method within 10 business days of approval.
  • Processing time: Please allow additional time for your bank or credit card provider to process and post the refund. This typically takes 2–10 business days after we issue the refund.
  • If more than 15 business days have passed since we approved your return and you haven't received your refund, please contact us at hello@nouracare.au.

Your rights under Australian Consumer Law

Our policy does not override your rights under the Australian Consumer Law (ACL).

Under the ACL, you are entitled to a replacement or refund for a major failure, and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

If you believe your purchase does not meet these standards, please contact us at hello@nouracare.au and we'll work with you to resolve it.

Contact us

For any return or refund questions:

📧 hello@nouracare.au 🌐 nouracare.au

Noura Care 77 Suffolk Street, Caversham, WA 6055 Australia ABN: 83 693 953 453