Refund policy
Return and Refund Policy
(Last updated – November 2025)
At Noor Gourmet, every order is prepared with the utmost care, in accordance with our high standards of quality and excellence.
As most of our products are perishable, specific conditions apply regarding returns and refunds.
1. Perishable Products – No Right of Withdrawal
In accordance with applicable consumer laws, the right of withdrawal does not apply to goods that are liable to deteriorate or expire rapidly.
Therefore, for all food products sold by Noor Gourmet (cured meats, foie gras, fine delicacies, etc.), no returns or refunds will be accepted after shipment, except in cases of proven non-conformity or damage during transport.
2. Damaged, Missing, or Non-Conforming Products
If a product is delivered damaged, altered, missing, or not in accordance with the order, the customer must notify Noor Gourmet’s customer service within 24 hours of receiving the parcel.
Claims must be sent to:
📩 contact@noor-gourmet.com
and must include the following:
- a photo of the affected product,
- a photo of the outer packaging,
- the order number and date of receipt.
After review, Noor Gourmet will inform the customer of the appropriate resolution:
- product replacement,
- store credit for a future order,
- or partial/full refund, depending on the situation.
Any return made without prior approval from customer service will not be eligible for compensation.
3. Refused, Unclaimed, or Undelivered Parcels
Due to the perishable and sensitive nature of Noor Gourmet products, any parcel that is refused or not collected cannot be refunded, even partially.
In the event of:
- failure to collect the parcel within the carrier’s timeframe (approximately 7 business days),
- refusal of delivery without valid reason,
- incomplete or incorrect delivery address,
the parcel will be automatically returned to Noor Gourmet.
No reshipment will be made until return shipping costs have been paid by the customer, and only if the condition of the products allows it.
If product quality has deteriorated due to delays or transport conditions, no claim will be accepted.
4. Delayed, Lost, or Missing Parcels
If a delivery has not been completed within 7 business days following shipment, the customer must contact Noor Gourmet customer service so that a carrier investigation can be initiated.
During this period, no refund or reshipment can be processed until the investigation is officially closed by the carrier.
If the parcel is confirmed lost, Noor Gourmet will offer:
- either reshipment of a new order,
- or a full refund, depending on product availability and customer preference.
5. Returns Without Prior Approval
Any parcel returned to Noor Gourmet without explicit authorization from customer service will be considered non-compliant with the procedure and will not be eligible for any refund.
The customer remains responsible for any return shipping costs incurred.
6. Refund Conditions
If a refund is approved, it will be issued:
- via the original payment method used for the order,
- within an average of 7 to 14 business days following written confirmation from Noor Gourmet.
Partial refunds may apply only to products recognized as defective, missing, or damaged upon delivery.
7. Quality Commitment
Each order is carefully inspected prior to shipment to ensure product conformity, freshness, and integrity.
Our vacuum-sealed and protective packaging ensures optimal preservation during transit.
Noor Gourmet is committed to reviewing every claim with care and fairness, upholding the level of quality and customer satisfaction that defines our brand.
8. Contact – Noor Gourmet Customer Service
📩 contact@noor-gourmet.com
🕓 Monday to Saturday, 9 AM to 6 PM
📍 Mainland France and Europe
