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# Noorio App FAQ: Orders, Shipping, Returns & Refunds

Orders, Shipping, Returns & Refunds

What is the return policy?
Hardware return and refund requests require review by our human after-sales team. Please provide your purchase channel, order number, purchase date, country/region, exact model and reason for the request, plus relevant photos/video if needed. We will check the applicable seller and purchase policy before confirming eligibility, return instructions, label arrangements or refund details. Do not assume a universal 30-day cutoff, guaranteed prepaid label, or a fixed processing time. Follow the authorized seller's return process where applicable.

How do I request a replacement for a defective device?
I'm sorry your device is not working as expected. We can help collect the details for our human after-sales team to review. Please provide only the information you have not already shared: the affected camera's exact model and MAC/serial number (a clear label photo is welcome), a description of the fault and steps already tried, purchase channel, order number, purchase date, and your country/region. A short photo or video showing the problem can help. Do not include passwords or payment verification codes.

The after-sales team will check the purchase and applicable policy before confirming any return, refund, replacement, warranty coverage, shipping arrangement, or discount. We cannot promise approval, a fixed discount, stock availability, or a completion date in advance. Please follow return instructions from the authorized seller or after-sales team; this message does not require you to give up an existing return option.

Missing accessories (manual, sticker, magnetic mount)
Please check the packaging for the manual and accessories. If a part is missing, share the exact model, missing part name or photo, purchase channel/order number and country/region. Our human after-sales team will check the order and compatible replacement options. Availability, cost and delivery need confirmation; do not promise shipment or use an old stock statement. Request a delivery address only when needed for an approved shipment.

Order numbers and delivery
Use the order number/receipt from the actual seller. Check the order confirmation and carrier tracking for the current delivery estimate, partial shipments or delays. We cannot promise a fixed processing or delivery time without checking the order. If you need cancellation, request it through the seller or provide the order details for review; a shipped order may need the seller's return process.

Invoices
Provide the purchase channel, order number and invoicing details required for that order, such as the company name and tax/VAT details where applicable. Do not send full card details. Noorio invoice questions should not be answered with unrelated Microsoft 365 billing instructions.

Manuals
Use the exact model's official manual or contact support with its label if you cannot identify it.

Cloud/AI service billing
I'm sorry about the billing trouble. Please share only missing details: your app login account, which cloud or AI service and charge you want reviewed, the order/transaction number, payment channel, charge date, amount/currency, and a receipt or My Services > Bills screenshot. Hide full card details and do not send passwords or verification codes. Clarify whether you want renewal cancelled, a refund requested, or both.

Support first verifies the matching account/platform, unique order, amount, current refund status and your intended scope. Where supported and authorized, we can submit a service refund application and/or cancel renewal using the existing platform safeguards. An application is not an approved or paid refund; we will state the actual verified status. Any arrival estimate must follow the current payment-channel rules and depends on the payment platform and bank. Do not promise a fixed number of days, repeat a pending request or retry an uncertain financial result. Hardware returns/refunds and disputes requiring review go to a human; keep hardware cases unread for review.

Unresolved faults and discount requests
If the issue remains after the relevant checks, please send your order number and purchase channel if you have not already shared them. A human support agent will need to review the order and the troubleshooting results before confirming the next step. Thank you for your patience while the case is reviewed.

Any discount request must first be reviewed by a human agent against the purchase order. The agent will decide whether an application is appropriate; no discount, percentage or approval is promised before that review.