Refund policy

Refund Policy **Last updated: 29 May 2026**

At Norilum, we want you to feel confident shopping with us. If something is not right with your order, please contact us and we will do our best to help.

15-Day Returns 

We offer a **15-day return policy**, which means you have **15 days from the date you receive your order** to request a return. To be eligible for a return, your item must: - be unused and in the same condition you received it - be in its original packaging - include proof of purchase, such as your order confirmation or receipt

How to Request a Return  To request a return, please email us at **norilum.nz@gmail.com** with your order number and the reason for the return. If your return is approved, we will provide: - return instructions - the return delivery address - details of the next steps Please do not send items back before contacting us first, as unapproved returns may not be accepted.

### Damaged, Faulty, or Incorrect Items Please inspect your order as soon as it arrives. If your item arrives: - damaged - faulty - defective - or incorrect please contact us as soon as possible at **norilum.nz@gmail.com** with your order number and, if possible, clear photos of the issue. We will review the problem and work with you to resolve it promptly.

### Non-Returnable Items  For hygiene, clearance, or product-specific reasons, some items may not be eligible for return. These include: - custom or personalised products - sale or clearance items - gift cards If you are unsure whether your item is eligible for return, please contact us before purchasing.

### Exchanges  We do not offer direct exchanges. If you would like a different item, the quickest option is to: 1. request a return for the original item, if eligible 2. place a new order separately ### Refunds Once we receive and inspect your returned item, we will let you know whether your refund has been approved. If approved, your refund will be issued to your original payment method. Please allow up to **10 business days** for processing after approval. Please note that your bank or card provider may take additional time to process and display the refund. If more than **15 business days** have passed since your refund was approved and you have not received it, please contact us at **norilum.nz@gmail.com**.

### Your Rights Under New Zealand Consumer Law  Nothing in this Refund Policy limits any rights you may have under the **Consumer Guarantees Act 1993** or other applicable New Zealand consumer laws.

### Contact Us  If you have any questions about returns or refunds, please contact us: **Norilum** Email: **norilum.nz@gmail.com**