2X Refund Policy

1. What is the 2X Refund policy?

The 2X Refund policy ensures that if you receive a counterfeit product from noon Supermall, you will receive a refund equal to the amount paid and noon credits worth the product value (up to AED/SAR 200). This policy applies only to noon supermall products in specific eligible categories.

2. Which categories are eligible for the 2X Refund?

• Beauty
• Health & Nutrition

3. What should I do if I receive a counterfeit product?

If you suspect the product is counterfeit, you must:

• Submit a 2X refund request within 48 hours of receiving the product.
• Provide evidence such as pictures and a detailed description explaining why you believe the product is counterfeit.

4. How do I know if a product is eligible for the 2X Refund?

Eligible products will display a 2X Refund banner next to the product on the product detail page. If the banner is not visible at the time of purchase, the product is not eligible for the 2X Refund. If the product is eligible, you will see a 2X Refund button while placing a return request.

5. How do I submit a 2X Refund request?

To submit a 2X Refund request:

• Ensure you are using app version 4.30 or later.
• Go to Account → Returns → Create a Return Request.
• If the product is eligible, you will see a 2X Refund button.
• Complete the form by providing a comment (at least 60 characters), supporting images (minimum of 3), and your pickup address.
• You must agree to the 2X Refund Policy by ticking the checkbox at the end of the refund form.

6. What happens after I submit my 2X Refund request?

Once your request is submitted, it will be marked as Under Review. Noon will initiate an investigation with the brand owner and relevant teams to verify the authenticity of the product.

7. What evidence do I need to provide?

You need to submit:

• A detailed comment explaining why you believe the product is counterfeit (minimum 60 characters).
• At least three photos of the product and the noon packaging.

8. How long does the investigation take?

The investigation and approval process typically takes up to 5 working days.

9. What happens if my claim is approved?

If your claim is approved:

• Noon logistics will schedule a pickup for the same.
• You will receive a refund for the amount paid, credited to your original payment method.
• Additionally, you will receive noon credits worth the product value (up to AED/SAR 200), valid for 2 months

10. What happens if my claim is rejected?

If your claim is rejected:

• You will receive an email with the investigation report explaining the rejection.
• The product will not be picked up, and no refund will be processed.

11. Can I raise another 2X request if my first one is rejected?

No, follow-up requests are not allowed.

12. What happens if the product is rejected but I still want to return it?

If your 2X refund request is rejected, you can still return the product under the standard return policy, provided it meets the return criteria.

13. How is the item picked up if my claim is approved?

After approval, noon logistics will schedule a pickup. The delivery associate will follow standard procedure for returns.

14. What are the refund amounts and limits?

For approved claims, you will receive:

• A refund of the amount paid, credited to your original payment method.
• Noon credits worth the product value (up to AED/SAR 200), valid for 2 months.

15. Can noon change the terms of the 2X Refund?

Yes, noon reserves the right to change the terms and conditions of the 2X Refund at any time without prior notice.

16. Do I need to return the product for a refund?

Yes, you must return the product in its new, unused condition with the original noon packaging for your claim to be processed. Otherwise, the claim may be canceled.

17. Can I use the noon credits from the 2X refund for any product?

Yes, the noon credits received through the 2X refund can be used for any future purchases on the noon platform, but they must be used within 2 months from the date they are awarded.

18. Can the 2X Refund be applied to partial orders?

Yes, the 2X refund is applied to individual items. You must submit a separate 2X refund request for each item in the order that you believe is counterfeit.

19. Is there a maximum limit on the total number of 2X Refund claims I can make?

There is no limit on the total number of 2X refund claims you can submit across different orders, as long as the products are eligible and meet the conditions of the policy.

20. What happens if the noon credits expire before I use them?

If the noon credits expire, they cannot be reinstated or extended. You must use the credits within the 2-month validity period from the date they are awarded.