Refund & Return Policy

1. Hygiene-Sensitive Product Policy

Noroz.pk sells selected personal care, female care, hygiene and wellness products. Many items in these categories cannot be returned once opened, used, unsealed or tampered with.

Products such as condoms, delay spray, timing cream, gels, lubes, feminine care products, personal hygiene items and other private care products are considered hygiene-sensitive.

2. 24-Hour Claim Window

If there is an issue with your order, you must contact Noroz.pk support within 24 hours after receiving the parcel.

Claims made after 24 hours may not be accepted because we may not be able to verify whether the issue happened during packing, courier handling or after delivery.

• Check your parcel as soon as you receive it.
• Do not open or use the product if you believe there is an issue.
• Take clear photos or video proof immediately.
• Contact support within 24 hours with your order number.

3. When a Return, Replacement or Refund May Be Accepted

A return, replacement or refund request may be reviewed only in specific cases where the issue can be verified.

Wrong Product Received

If you receive a product different from what you ordered, contact us within 24 hours with your order number and clear photos of the received product and parcel.

Damaged Product on Arrival

If your product arrives damaged, leaked, broken or unusable, contact us within 24 hours with photos of the parcel, packaging and damaged item.

Missing Item

If an item is missing from your order, contact us within 24 hours with your order number, parcel photos and details of the missing item.

Expired Product

If you receive an expired product, send clear photos showing the product, batch number, expiry date and packaging.

4. Required Proof for Claim Review

To review your return, replacement or refund request, we may ask for the following information:

• Order number
• Name and phone number used at checkout
• Clear product photos
• Parcel and packaging photos
• Short video proof, if needed
• Clear explanation of the issue
• Photo of expiry date or batch number, where applicable

Without proper proof, Noroz.pk may not be able to approve a refund, return or replacement request.

5. Non-Returnable Items

The following items are generally not eligible for return, replacement or refund:

• Opened products
• Used products
• Products with broken seal after delivery
• Products without original packaging
• Products damaged after delivery
• Products purchased by mistake
• Products where the customer changes their mind after delivery
• Products refused after successful order confirmation without valid reason

6. Return Conditions

If your claim is accepted for review, the product should meet the following conditions:

• The issue must be reported within 24 hours after receiving the parcel.
• The product should be unused and unopened where applicable.
• The product should be kept in original packaging.
• The customer must provide clear proof of the issue.
• The product must match the order and claim details.

Noroz.pk reserves the right to approve or reject a return, refund or replacement request after reviewing the provided information.

7. Refund Process

If a refund is approved, we will process it through an available method based on the order and payment type.

• Refund method may depend on the original payment method.
• For cash on delivery orders, refund may be processed through bank transfer, wallet transfer, store credit or another suitable method.
• Refund processing time may vary depending on the payment provider, bank or service used.
• Shipping or courier charges may not be refundable in some cases.

Refund approval does not mean instant payment. Processing time may vary depending on verification and available refund method.

8. Replacement Process

If a replacement is approved, Noroz.pk may send the correct or replacement product after verifying the issue.

• Replacement delivery time may vary by city and courier availability.
• The replacement product depends on stock availability.
• If the same product is unavailable, we may offer an alternative solution.
• Replacement may not be approved if the product was opened, used or damaged after delivery.

9. Cash on Delivery Orders

For cash on delivery orders, refunds and adjustments may be handled through replacement, store credit, bank transfer, wallet transfer or another suitable method depending on the situation.

If a courier advance was paid for selected COD orders, the handling of that amount depends on the order status, courier booking and reason for cancellation or claim.

10. Order Cancellation

You may request order cancellation before your order has been dispatched or booked with the courier.

Once an order has been dispatched, cancellation may not be possible because the parcel has already entered the courier process.

• Cancellation before dispatch may be accepted.
• Cancellation after courier booking may not be possible.
• Confirmed COD orders refused at delivery may affect future COD eligibility.

11. Refused Deliveries

If a confirmed order is refused at delivery without a valid reason, Noroz.pk may limit, hold or cancel future cash on delivery orders from the same customer details.

Repeated refused deliveries create courier losses and delays for genuine customers.

12. How to Contact Us for Returns

If your product is damaged, missing, expired or different from what you ordered, contact Noroz.pk support within 24 hours after receiving the parcel.

• Website: Noroz.pk
• WhatsApp: 0310 4076308
• Required details: order number, phone number, photos, packaging proof and short explanation

Last updated: May 31, 2026

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