This policy explains how to cancel orders, return items and get refunds on NOSS. It works alongside your statutory rights under UAE Federal Decree-Law No. 15 of 2020 and its Executive Regulations (Cabinet Decision No. 66 of 2023). As NOSS is a marketplace, returns are coordinated through NOSS and assessed against this policy.
If an item is defective, faulty, unsafe or not as described, you are entitled to a repair, replacement or refund. Under UAE law, refunds for defects can generally be claimed within 30 days of the defect appearing. These rights always apply and are not affected by this policy.
You can cancel an order free of charge any time before it is dispatched — from the app under Orders, or by emailing support@noss.ae. If payment was taken, it is refunded in full.
If your order arrives damaged, incorrect, incomplete or (for grocery) past its labelled date, report it within 24 hours of delivery with your order number and photos. We will arrange a replacement or a full refund at no cost to you.
Eligible non-perishable items (for example fashion, gadgets and household goods) can be returned within 7 days of delivery if unused and in their original condition and packaging. Start a return from the app under Orders → Return, or email support@noss.ae.
Some items cannot be returned simply because you changed your mind, including:
This does not affect your rights if an item is faulty, unsafe, incorrect or not as described.
Approved refunds are issued to your original payment method (card refunds via Stripe) or, for cash-on-delivery orders, by an agreed method — typically within 5–14 business days of the return being received or approved. Delivery and service fees are refunded where the return is due to our or the vendor’s fault.
If a return is due to a damaged, faulty, incorrect or expired item, NOSS or the vendor covers return collection. For change-of-mind returns on eligible items, a collection fee may apply and will be shown to you first.
Open the app → Orders → select the order → Return / Report an issue, or email support@noss.ae with your order number, the issue and photos. Our team will guide you.
If you are not satisfied with how a return is handled, contact us at support@noss.ae. You may also raise a consumer complaint with the UAE Ministry of Economy (600 522 225 / UAE Consumer app) or the Dubai Department of Economy & Tourism (Dubai Consumer app, 600 545555).