Refund policy
Last updated: October 9, 2025
What you are buying
Noorns sells digital products. Our reports are generated from your own DNA data and delivered digitally. There are no physical items to ship or return.
14-day window for unused purchases
You can request a refund within 14 days of purchase if you have not accessed or started generating the report. “Accessed” means opening the download, entering or uploading DNA data, starting on-device analysis, or viewing gated report content.
To request a refund, email info@noorns.com from the email used at checkout and include your order number.
When refunds are not available
We generally cannot refund purchases if:
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You have accessed the digital content or started report generation.
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The purchase was more than 14 days ago and the content was accessed.
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The item was a gift card, a final-sale promotion, or a discounted bundle clearly marked as non-refundable at checkout.
If something does not work
If you have a technical issue, wrong file, or the content does not match the description, contact info@noorns.com. We will work with you to:
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help with setup and troubleshooting, or
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replace or re-enable the correct download, or
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if we cannot resolve the issue in a reasonable time, refund you.
Please include your device type, operating system, and any error messages so we can help quickly. For privacy and security reasons, do not send us your DNA data.
European Union right of withdrawal
If you are in the EU, you have a 14-day right to withdraw from most online purchases. For digital content, this right does not apply once you have expressly consented to immediate delivery and acknowledged you will lose the right to withdraw when delivery starts. At checkout we ask you to confirm this. If you have not started access or generation and did not give that consent, you can withdraw within 14 days by emailing info@noorns.com with your order number.
Processing time for refunds
Once approved, we will issue the refund to your original payment method within 10 business days. Your bank or card provider may take additional time to post the credit. If it has been more than 15 business days since our approval, email info@noorns.com.
Duplicate or accidental purchases
If you made a duplicate purchase by mistake and have not accessed either item, contact us and we will refund the duplicate.
Chargebacks
If you intend to dispute a charge, please contact us first at info@noorns.com so we can investigate and resolve the issue quickly.
Contact
Questions about refunds or access:
info@noorns.com