Refund policy

At Noira Haven, we are committed to providing a transparent, fair, and legally compliant shopping experience. This policy explains your statutory rights, our returns and refunds process, and how cancellations are handled. This policy applies to all purchases made through our website and does not affect your legal rights under UK law.

1. Your Statutory Right to Cancel (UK Customers)

If you are a consumer in the United Kingdom, you have a legal right to cancel your order within 14 days of receiving your goods, for any reason and without giving a reason.

The cancellation period ends 14 days after the day you receive your order.
To exercise your right to cancel, you must inform us clearly by email before the cancellation period expires.
Once cancelled, you must return the goods to us within 14 days.

Refunds for Cancellations

We will refund all payments received, including standard delivery costs.
Refunds are issued to the original payment method.
Refunds are processed within 14 days of receiving the returned goods or proof of return.
You are responsible for return shipping costs when cancelling for change of mind.

2. Returns After the 14-Day Cancellation Period

In addition to your statutory rights, we offer a voluntary return period of 30 days from delivery for eligible items.

Returned items must be:

Unused, unworn, and unwashed
In the same condition as received
Returned with all original packaging, accessories, and documentation

We do not charge any restocking fees.

3. Eligibility by Return Reason

Change of Mind

Requests must be submitted within 30 days of delivery
Items must meet the condition requirements above
Return shipping costs are the responsibility of the customer
Original shipping fees are refundable only where required by law, including cancellations made within the 14-day statutory cancellation period.
Refunds are processed within 14 days of receiving the returned item

Incorrect Item Received

If you receive an item that is different from what you ordered (wrong model, size, colour, or product):

Please contact us within 30 days of delivery
We will cover all return shipping costs
You may choose a replacement or a full refund
Refunds are processed within 14 days of receiving the returned item

Minor variations due to lighting, screen settings, or manufacturing batches do not qualify as incorrect items.

Items Damaged in Transit

If your item arrives damaged:

Report the issue within 7 days of delivery
Provide clear photos of the item and packaging
We will cover all return shipping costs
You may choose a replacement or a full refund
Refunds are processed within 14 days after verification

Faulty or Defective Items

If an item is faulty or defective:

You are protected under the Consumer Rights Act 2015
Faults reported within 30 days entitle you to a full refund
Faults reported after 30 days may be eligible for repair or replacement
We will cover all return shipping costs
Refunds are processed within 14 days of receiving the returned item

Your statutory rights apply for up to 6 months where a fault is presumed to have been present at delivery.

Item Not Received

If your order has not arrived:

Please contact us 5 business days after the expected delivery date
We will investigate with the courier
If confirmed lost, you may choose a replacement or a full refund
Refunds are processed within 14 days after confirmation

4. Order Cancellations Before Dispatch

Orders may be cancelled before dispatch by contacting us as soon as possible. If cancelled before dispatch, the order will be fully refunded to the original payment method.
If an order has already been dispatched, you may still exercise your 14-day statutory right to cancel after delivery.

5. How to Request a Return or Refund

To request a return or refund, please contact us at:

Email: info@noirahaven.com

Please include:

Your order number
Reason for the request
Photos or videos (where applicable)

If approved, we will provide return instructions. All returned items must be sent using a trackable shipping service.

6. Refund Method

Refunds are issued to the original payment method
Store credit is available only if you explicitly request it
Store credit is issued as a digital gift card or discount code

7. Non-Returnable Items

The following items are not eligible for return, unless faulty:

Custom-made or personalised products
Sealed items for hygiene or safety reasons, once unsealed after delivery
Gift cards

Any non-returnable item will be clearly identified on the product page before purchase.

8. Exchanges

We do not offer direct exchanges. To receive a different item, please return your original purchase for a refund and place a new order.

9. Online Dispute Resolution (UK)

UK customers may access the European Commission’s Online Dispute Resolution platform:
https://ec.europa.eu/consumers/odr

Our contact email for ODR purposes is: info@noirahaven.com

10. Contact Information

Company Name: MYXORA ETERNAL LTD

Business Registration No: 16959267

Registered Address: 71-75 Shelton St, Covent Garden, London, WC2H 9JQ