The following Returns policy applies to purchases made directly from heynorby.com. Norby products purchased through other retailers must be returned in accordance with their respective returns and refunds policy.
When you receive your order, please inspect all elements and confirm that everything is included and that the items match to your packing slip. Be sure to save the box and shipping carton in the unlikely event that you'll need it for a return shipment.
What Qualifies for a Return?
Our products come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). You are entitled to a repair, replacement, or refund if the product you purchased:
1) Is faulty or not of acceptable quality.
2) Does not perform as intended or as described.
3) Does not match the specifications or description provided at the time of purchase.
If your item meets these conditions, please contact us to arrange for a suitable remedy.
Conditions for Returns
We accept returns and offer remedies in the following cases:
1) Faulty or Damaged Products: If your product is defective, damaged in transit, or does not function as expected, you are entitled to a repair, replacement, or refund.
2) Incorrect Item Received: If you receive an item different from what was ordered, we will exchange it for the correct product.
3) Product Not as Described: If the item does not match the specifications provided, we will arrange for a remedy.
Note: To process your claim, we require proof of purchase (e.g., receipt or invoice) and evidence of the issue (e.g., photos, videos).
Exclusions
We do not provide refunds or exchanges if you:
1) Change your mind after purchase.
2) Purchase the wrong product by mistake.
3) Damage the product through misuse or improper handling.
How to Return a Product
To initiate a return, contact our Customer Care team at support@heynorby.com.
Please provide the following information
- Your Name
- Email Address
- Contact Phone Number
- Order Number
- Last Four Digits of the Credit Card Used to Purchase
- Date of Purchase
- Copy of Receipt
- Return Address
Our customer service representative will provide you with a prepaid shipping label, tracking number, and instructions on how to return the product. If you have multiple items to return, you may pack them in a single box with the packing slip. You can either schedule a pickup with the carrier or drop off the package at any of the carrier's locations. The prepaid shipping label will expire after 30 days. Please note that shipping costs will not be refunded.
How to Exchange a Product
If you purchased from heynorby.com and your product arrived damaged or incorrect, please contact our Customer Care team at support@heynorby.com.