Refund policy

At Noru Home, we want customers to shop with clear expectations. Please read this policy carefully before placing an order.

For any return, refund, or order issue, contact us at:

Email: support@noruhome.store

1. Returns (if applicable)

We accept returns only for defective, damaged, incorrect, or significantly not-as-described products.

We do not accept returns for customer preference reasons, including but not limited to:

  • Changing your mind
  • Ordering the wrong product
  • No longer wanting the item
  • Finding a different product elsewhere
  • Products that were correctly delivered and are not defective

If your item is defective, damaged, incorrect, or significantly not as described, contact us at support@noruhome.store so we can review the issue.

2. Return Shipping Costs

If a return is required we will provide the appropriate instructions and resolution at the email used at checkout.

Customers are not responsible for return shipping costs when the return is required because of a confirmed defective, damaged, or incorrect item.

Customers should not send items back before receiving return instructions from us. Returns sent without prior approval may not be accepted.

3. Non-Returnable Items

The following items are not eligible for return:

  • Items that are not defective, damaged, incorrect, or significantly not as described
  • Used items
  • Items damaged by misuse, improper handling, or accidental damage
  • Items missing parts, accessories, or components
  • Items returned without prior approval
  • Items returned without reasonable packaging
  • Items outside the 30-day refund window
  • Items not belonging to or from our store

4. Refund (if applicable)

You may request a refund or return review within 30 days of delivery.

The 30-day period begins on the date your order is marked as delivered by the shipping carrier.

To request help, please include:

  • Your order number
  • The email address used at checkout
  • A clear explanation of the issue
  • Photos or videos showing the defect, damage, incorrect item, or issue
  • Photos of the packaging if the item arrived damaged

Requests submitted after 30 days from delivery may not be eligible for a refund review.

5. Refund Processing

If your refund is approved, it will be issued to the original payment method used at checkout.

Approved refunds are usually processed within 5 business days. After the refund is issued, your bank or payment provider may take additional time to post the funds to your account.

Processing times may vary depending on your payment method and financial institution.

6. Partial Refunds

In some cases, only a partial refund may be approved.

This may apply when:

  • The issue affects only part of the product
  • A replacement part or partial compensation is more appropriate
  • The item shows signs of use unrelated to the reported issue
  • The product is missing parts or packaging
  • The returned item is not in the condition described in the refund request

We will explain the reason if a partial refund is offered.

7. Damaged and Defective Items

For damaged or defective items, you must contact us within 24 hours of delivery at support@noruhome.store.

Claims for damaged or defective items submitted after this 24-hour period may not be accepted. To review your claim, we require the same format shown in the paragraph n°4. We use the carrier delivery timestamp and tracking confirmation to determine the reporting period.

If the issue is confirmed, we may offer one of the following solutions:

  • Replacement
  • Full refund
  • Partial refund
  • Refund without requiring the item to be returned
  • Return instructions, if a return is required

8. Exchanges

We do not offer direct exchanges.

If an item is defective, damaged, incorrect, or significantly not as described, we will review the issue and provide a replacement, refund, or another appropriate solution.

If you want a different product for personal preference reasons, you will need to place a new order separately. Preference-based returns or exchanges are not accepted.

9. Delayed Orders

Orders that are delayed but still in transit are not eligible for an immediate refund.

Shipping times may vary due to carrier processing, customs checks, weather conditions, holidays, or other delays outside our control.

If your order is still moving through the carrier network, we may ask you to wait until the estimated delivery window has passed before reviewing the order for a refund or replacement.

10. Lost Packages

If tracking shows that a package has not been delivered and appears to be lost, contact us at support@noruhome.store.

We will review the tracking information and available carrier details.

If the package is confirmed lost or cannot reasonably be located, we may offer a replacement or refund depending on the situation.

If tracking shows that the package was delivered to the address provided at checkout, but you cannot locate it, we may ask you to check with household members, neighbors, building reception, or the local carrier before a refund or replacement can be considered.

11. Incorrect Shipping Address

Customers are responsible for entering the correct shipping address at checkout. If an order cannot be delivered because the address provided was incorrect, incomplete, or unavailable, we may not be able to offer a refund.

If you notice an address mistake after placing an order, contact us immediately at support@noruhome.store. We can only update the shipping address if the order has not yet been processed or shipped.

12. Order Cancellations

If you want to cancel an order, contact us as soon as possible at support@noruhome.store. Once an order has been processed or shipped, it can no longer be cancelled.

13. Contact Us

Our contact information is posted below:

Noru Home

contact address: via benedetto croce 29, Oristano OR 09170, Italy

email: support@noruhome.store

Mon-Fri: 9.00 AM - 5.00 PM (EST)
Sat-Sun: Closed