Return and Refund Policy
1. Purpose and Scope
This Return and Refund Policy explains the conditions and procedures for returning products, requesting exchanges, cancelling orders, and receiving refunds for purchases made through Amelie Noa.
This policy applies alongside our Terms of Service. Nothing in this policy limits or replaces any rights you have under applicable consumer protection laws. Statutory rights relating to faulty, damaged, defective, or incorrectly described products remain fully applicable.
2. Return and Exchange Window
You can request a return or exchange within 30 calendar days from the date your order is delivered.
A return request submitted after the 30-day return period will not be accepted unless acceptance is required under applicable consumer protection law.
3. Return and Exchange Eligibility
To qualify for a return or exchange, the product must:
- Be unused, unworn, unwashed, and in its original condition.
- Have all original tags attached.
- Include its original packaging and any included parts or accessories.
- Be free from alterations, damage, stains, odours, or signs of wear.
- Be returned only after receiving return authorization from Amelie Noa.
You can open and inspect a product in the same way you would reasonably inspect it in a physical store. Products showing use beyond a reasonable inspection do not qualify for a standard return.
No restocking fee is charged for eligible returns.
4. Non-Returnable Products
The following products cannot be returned or exchanged unless they are faulty, damaged, defective, incorrectly supplied, or covered by a mandatory legal right:
- Products marked as final sale at the time of purchase.
- Personalized or customized products.
- Products that do not meet the return eligibility conditions.
- Products returned without their original tags, packaging, parts, or accessories.
- Products damaged through misuse, neglect, improper handling, or failure to follow care instructions.
- Products returned without prior return authorization.
An exclusion in this section does not limit any statutory right that applies to a faulty, damaged, defective, or incorrectly described product.
5. How to Request a Return or Exchange
To request a return or exchange, contact us at info@amelienoa.com within the 30-day return period by:
Include the following information with your request:
- Your full name.
- Your order number.
- The product or products you want to return.
- The reason for the return or exchange.
- Clear photographs when the product is damaged, defective, or incorrect.
We will review your request and provide return authorization, the correct return address, and return instructions when the request is approved.
Do not send a return to our registered business address unless our customer support team specifically provides that address in the return instructions. Returns sent without authorization or to an unauthorized address can be refused.
6. Damaged, Defective, or Incorrect Products
Contact us at info@amelienoa.com within 30 calendar days after delivery when a product arrives damaged, defective, or different from the product ordered.
Provide your order number, a clear description of the issue, and photographs showing the product and the problem. We will review the information and provide either:
- A replacement at no cost; or
- A full refund to the original payment method.
Amelie Noa will cover the authorized return shipping cost when the product is damaged, defective, or incorrectly supplied.
7. Return Shipping
After approving a return, we will provide the applicable return instructions.
For damaged, defective, or incorrect products, Amelie Noa will cover the authorized return shipping cost.
For all other eligible returns, the customer is responsible for the return shipping cost.
Customers must use a trackable shipping service and keep the shipping receipt until the return has been completed. Amelie Noa is not responsible for a return shipment that is lost before it reaches the authorized return location.
8. Return Inspection
We will notify you after the returned product has been received and inspected.
The return will be approved when the product meets the conditions stated in this policy. When a return is rejected, we will explain the reason and provide information about the available next steps.
9. Refunds
Approved refunds will be issued to the original payment method within 7 calendar days after the returned product has been received, inspected, and approved.
Your bank, card issuer, or payment provider can require additional processing time before the refunded amount appears in your account. This processing period is controlled by the payment provider.
When only part of an order is returned, the refund will apply only to the approved returned product or products.
10. Exchanges
An exchange product will be dispatched after the original product has been received, inspected, and approved. When the requested replacement is unavailable, we will issue a refund to the original payment method instead.
11. Order Cancellations
You can request an order cancellation by contacting us as soon as possible at info@amelienoa.com.
An order can be cancelled only before it has been shipped. When the order has already been shipped, it cannot be cancelled. After delivery, you can request a return by following the return procedure in this policy.
Submitting a cancellation request does not confirm cancellation. We will confirm by email whether the order was cancelled before shipment.