1. Overview
At Noma, we take great pride in the quality of our products. Due to the perishable nature of our baked goods, we have specific guidelines for returns, exchanges, and refunds to ensure a fair experience for all our customers.
2. Eligibility for Returns
Returns are accepted only under the following circumstances:
- The product was damaged during delivery
- The product received is different from what was ordered
- The product shows signs of quality issues (e.g., spoilage, contamination) upon delivery
Due to the perishable nature of our products, we cannot accept returns for change of mind or personal preference.
3. Return Request Process
To initiate a return request, please follow these steps:
- Contact us within 24 hours of receiving your order
- Provide your order number and a description of the issue
- Include clear photographs showing the product condition and any damage
- Send your request via email at [email protected] or through WhatsApp
4. Exchanges
Exchanges are subject to product availability and are only offered when:
- The wrong product was delivered
- The product was damaged or defective upon arrival
If an exchange is approved, we will arrange for the replacement to be delivered at no additional cost.
5. Refunds
Once your return request is reviewed and approved:
- Refunds will be processed within 7-14 business days
- The refund will be issued to the original payment method used at the time of purchase
- Delivery fees are non-refundable unless the issue was caused by Noma
6. Order Cancellation
Orders may be cancelled under the following conditions:
- Cancellation requests made within 2 hours of placing the order will receive a full refund
- Orders that have already been prepared or dispatched cannot be cancelled
- Custom or special orders cannot be cancelled once preparation has begun
7. Damaged Deliveries
If your order arrives damaged, please do not discard the product. Retain the item and its packaging, and contact us immediately with photographic evidence. Our team will assess the situation and offer a replacement or full refund.
8. Exceptions
The following items are not eligible for return or exchange:
- Products that have been partially consumed
- Products not stored according to the recommended storage instructions
- Claims made after 24 hours of delivery
- Bulk or B2B orders (subject to separate agreement terms)
9. Contact Us
If you have any questions about our Return & Exchange Policy, please contact us:
