Refund policy
Last updated: 24 August 2026
This Refund & Returns Policy applies to purchases made by consumers from SIA NOONCHI, operating under the brand Noonchi Organics (“Noonchi”, “we”, “our”, “us”).
1. COMPANY INFORMATION
SIA NOONCHI
Registration No.: 40203489944
VAT No.: LV40203489944
Registered address: Loču str. 4, Jūrmala, LV-2010, Latvia
EORI No.: LV40203489944
Phone: +371 20510571
Authorized representative: STEFANIJA BOGDANE, Member of the Board
Noonchi Organics is a trademark No. 018997521 registered with the European Union Intellectual Property Office.
2. ORDER CANCELLATION BEFORE DISPATCH
The Buyer may cancel an order at any time before the order has been dispatched by Noonchi.
To request cancellation, please contact us using the contact details above and provide your order number.
If the order is successfully cancelled before dispatch, Noonchi will issue a full refund of the amount paid, including any delivery charges paid for that order, using the original payment method.
Once the order has been dispatched, the Buyer may no longer cancel the order under this section. However, the Buyer may still exercise any statutory right of withdrawal or other consumer rights applicable under the law.
3. STATUTORY RIGHT OF WITHDRAWAL
If you are a consumer purchasing products online or through another distance-selling channel, you generally have the right to withdraw from the purchase contract within 14 days without giving any reason, subject to the applicable statutory exceptions.
The withdrawal period normally expires 14 days after the day on which you, or a third party designated by you other than the carrier, acquire physical possession of the goods.
Where an order consists of several goods delivered separately, the withdrawal period may run from the day on which you acquire physical possession of the last good.
You may exercise your right of withdrawal by sending us a clear statement informing us of your decision to withdraw from the contract.
You may use the model withdrawal form provided below, but you are not required to use that form. You may also send us an e-mail containing your order number and a clear statement that you wish to withdraw from the purchase.
Contact for withdrawal requests:
SIA NOONCHI
Loču str. 4, Jūrmala, LV-2010, Latvia
Phone: +371 20510571
4. EFFECT OF WITHDRAWAL
If you validly withdraw from a purchase, Noonchi will refund all payments received from you in relation to the returned product, including the cost of standard delivery.
If you selected a more expensive delivery method than the least expensive standard delivery option offered by Noonchi, we are not required to reimburse the additional cost resulting from your choice of the more expensive delivery method.
The refund will be made using the same payment method used for the original transaction, unless you expressly agree to another method.
No additional fees will be charged for the refund.
Noonchi will reimburse the payment without undue delay and, in any event, no later than 14 days from the day on which we are informed of your decision to withdraw.
However, where the returned goods have not yet been received by Noonchi, or you have not provided evidence that you have sent the goods back, Noonchi may withhold the refund until the goods have been received or you have provided evidence of having sent them back, whichever occurs first.
5. RETURN OF GOODS AFTER WITHDRAWAL
Following withdrawal, the Buyer must return the goods to Noonchi without undue delay and, in any event, no later than 14 days from the day on which the Buyer communicated the withdrawal decision.
The deadline is met if the goods are sent back before the 14-day period has expired.
Unless the product is defective, damaged, or otherwise does not conform to the contract, the Buyer is responsible for the direct cost of returning the goods following exercise of the statutory right of withdrawal.
Please contact Noonchi before returning a product so that we can provide the appropriate return instructions.
The Buyer is responsible for the goods until they are received by Noonchi.
6. CONDITION OF RETURNED PRODUCTS
The Buyer may handle and inspect the product to the extent necessary to establish its nature, characteristics and functioning, in the same manner as would reasonably be permitted in a physical store.
The Buyer may be liable for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning, to the extent permitted by applicable law.
For hygiene, safety and product-quality reasons, the Buyer should return products in their original packaging where reasonably possible.
Nothing in this section limits any mandatory statutory rights of the Buyer.
7. PRODUCTS MADE TO THE BUYER'S SPECIFICATIONS
The statutory right of withdrawal may not apply to products that are:
- made according to the Buyer's specific instructions or specifications; or
- clearly personalized for the Buyer,
where such exclusion is permitted by applicable law.
Any exclusion of the statutory right of withdrawal for a particular product will be clearly communicated to the Buyer before the order is placed.
8. DAMAGED PRODUCTS
If your order arrives damaged, please contact Noonchi as soon as reasonably possible after delivery.
To help us investigate the issue, please provide:
- your order number;
- photographs of the damaged product;
- photographs of the product packaging;
- photographs of the shipping parcel, including any visible external damage; and
- a short description of the damage.
If the product was damaged during transportation before it was received by you, Noonchi will provide an appropriate remedy in accordance with applicable consumer protection law.
Depending on the circumstances and applicable law, the remedy may include:
- replacement of the product;
- repair, where applicable;
- a price reduction; or
- a refund.
Where Noonchi is responsible for the damage, the Buyer will not be charged for reasonable return or replacement shipping costs.
9. DEFECTIVE OR NON-CONFORMING PRODUCTS
If a product is defective, damaged, or does not conform to the contract, its description, or the applicable legal requirements, the Buyer may have statutory rights to an appropriate remedy.
Depending on the circumstances and applicable law, remedies may include:
- repair;
- replacement;
- price reduction;
- refund; or
- another remedy provided by applicable law.
Handmade products may naturally vary in colour, texture, scent, shape, decorative details and appearance. Reasonable variations that are inherent to handmade production and consistent with the product description do not, by themselves, constitute a defect or lack of conformity.
However, nothing in this Policy limits the Buyer's statutory rights regarding defective or non-conforming products.
10. STORAGE AND PRODUCT CONDITION
Noonchi products are handmade sensory and modelling products and may naturally change over time, particularly after opening and exposure to air, hands, moisture and environmental conditions.
When unopened and stored correctly in the original sealed packaging, products may generally be stored for up to two years from the date of supply or production, as applicable.
After opening, the recommended period of use is approximately six months, depending on storage conditions and intensity of use. This period reflects the expected period during which the product is intended to retain its specified characteristics when stored and used in accordance with the applicable instructions.
Recommended storage conditions include:
- keeping the product tightly sealed in its original packaging;
- storing at normal indoor room temperature;
- keeping the product in a dry environment;
- protecting the product from direct sunlight;
- avoiding excessive heat or cold;
- avoiding prolonged exposure to air;
- avoiding contamination by water, food, dust or other foreign substances.
Natural changes may occur over time, including changes in texture, softness, colour, scent intensity, surface appearance or decorative details.
Noonchi is not responsible for deterioration caused by improper storage, handling, contamination, or use contrary to the product instructions or warnings, to the extent permitted by applicable law.
This section does not limit any mandatory statutory consumer rights.
11. REFUNDS
Where a refund is due, Noonchi will process the refund in accordance with applicable consumer protection law and this Policy.
Unless otherwise required by law, refunds will be made to the original payment method used for the purchase.
Depending on the reason for the refund, the refund may include:
- the purchase price of the returned product;
- the cost of standard delivery originally paid by the Buyer; and
- reasonable return or replacement shipping costs where Noonchi is responsible for the defect, damage or non-conformity.
Promotional discounts or voucher amounts will be treated in accordance with the terms applicable to the original purchase.
12. EXCHANGE OF PRODUCTS
Noonchi does not offer exchanges as a general alternative to the statutory right of withdrawal.
If you would like a different product, colour or set, you may return the original product in accordance with your statutory withdrawal rights, where applicable, and place a new order.
This does not affect any statutory right to replacement of defective or non-conforming goods.
13. CONSUMER RIGHTS
Nothing in this Refund & Returns Policy excludes, restricts or limits any mandatory rights granted to consumers under applicable consumer protection legislation.
Where any provision of this Policy conflicts with mandatory consumer protection law, the mandatory legal provisions shall prevail.
The Buyer retains all statutory rights relating to:
- the right of withdrawal;
- conformity of goods;
- defective products;
- damaged products;
- refunds;
- repairs and replacements;
- price reductions; and
- other remedies provided by applicable law.
14. MODEL WITHDRAWAL FORM
To:
SIA NOONCHI
Loču str. 4
Jūrmala, LV-2010
Latvia
Phone: +371 20510571
I hereby give notice that I withdraw from my contract of sale of the following goods:
Order number: __________________________
Product(s): _____________________________
Ordered on: _____________________________
Received on: ____________________________
Name of consumer: ______________________
Address of consumer: ____________________
Date: ___________________________________
Signature of consumer (only if this form is notified on paper):
15. CONTACT
For cancellation, withdrawal, returns, damaged products, defective products or refund enquiries, please contact:
SIA NOONCHI
Loču str. 4, Jūrmala, LV-2010, Latvia
Registration No.: 40203489944
VAT No.: LV40203489944
Phone: +371 20510571
Noonchi Organics
SIA NOONCHI, Latvia