Refund policy

At NORO, we want you to feel confident in every piece you bring into your space. If something isn’t quite right, we’re here to help.

Returns

We offer a 14-day return window from the date your order is delivered.

To be eligible, items must be:

  • Unused and unopened
  • In original condition and packaging
  • Accompanied by proof of purchase

To request a return, please contact us at info@noro.co.nz . Once approved, we will provide instructions for sending your item back.

Returns sent without prior approval will not be accepted.

Return shipping costs are the responsibility of the customer unless the item is faulty.

Faulty, Damaged or Incorrect Items 

If your order arrives faulty, damaged, or incorrect, please contact us within 14 days of delivery, including photos and a brief description of the issue.

Where applicable, we will arrange a repair, replacement, or refund.

If an item cannot be repaired or replaced, a refund will be provided.

We will cover reasonable shipping costs for faulty or incorrect items.

Non-Returnable Items

For reasons of hygiene and safety, certain items cannot be returned unless faulty:

  • Gift cards
  • Sale or clearance items
  • Consumables (e.g. treats, opened sachets, candles that have been lit) 
  • Personal care items 

Items that have been opened, used, or tested cannot be returned.

Exchanges

If you would like to exchange an item (for size or colour), we are happy to help where stock is available. 

Exchanges must meet the same eligibility conditions as returns. Please contact us at info@noro.co.nz to arrange this.

Refunds

Once we have received and inspected your return, we will notify you of outcome.

If approved, refunds will be issued to your original payment method within 10 business days. Please allow additional time for your bank or card provider to process the refund.

If more than 15 business days have passed since your refund was approved, please contact us at info@noro.co.nz.

 

This policy operates in accordance with your rights under the Consumer Guarantees Act 1993 and Fair Trading Act 1986.