Refund policy

Last updated: July 24, 2026

We want you to understand the return process before you place an order. This Return & Refund Policy applies to purchases made directly through norlua.com.

1. Seven-day return window

You may request a return for any reason, including a change of mind, within 7 calendar days after the carrier’s tracking record shows that your order was delivered. If no reliable delivery record is available, the period begins on the date the order was actually delivered to you.

A return request is considered timely when your email reaches care@norlua.com within this 7-day period. Contacting us within the period does not by itself complete the return; you must also follow the return instructions and deadline we provide.

2. Return eligibility

To qualify for a return, the item must meet all of the following conditions:

· The product is in substantially the same condition in which it was received.

· The singing bowl may have been gently tested only in accordance with the supplied instructions.

· There are no scratches, dents, stains, odors, alterations, misuse, or other damage caused after delivery.

· The full set is returned, including the singing bowl, playing stick, wooden mallet, base, printed materials, and original protective packaging.

· You provide the order number or other reasonable proof of purchase.

Minor differences in color, surface texture, and tonal character can occur because of materials, finishing, photography, audio recording, speakers, and listening environments. These differences are not automatically defects, but an eligible item may still be returned within the 7-day return window.

3. How to start a return

1. Email care@norlua.com within 7 calendar days after delivery.

2. Include your order number, the reason for the return, and clear photographs showing the product and packaging.

3. Wait for our return authorization, return address, and packing instructions.

4. Send the return by the deadline stated in our authorization email and keep the tracking receipt.

Do not send a return to our Hong Kong registered office. That address is not a return warehouse. Returns sent without authorization, sent to the wrong address, or sent cash-on-delivery may be refused.

4. Return shipping and costs

For a non-defective return or change-of-mind return, you are responsible for arranging and paying the return shipping. Please use a trackable service, insure the shipment for its value, and package the full set securely. Original shipping charges, if any, are not refundable.

NORLUA does not charge a restocking fee. We may reduce a refund only when permitted by applicable law and only to reflect actual loss in value caused by missing components, damage, or handling beyond what is reasonably necessary to inspect and gently test the product.

5. Damaged, incorrect, or incomplete orders

Please inspect the package promptly after delivery. If the item arrives damaged, you receive the wrong item, or the order is incomplete, contact care@norlua.com within 7 calendar days after delivery. Include your order number and clear photographs of the product, all packaging, the shipping label, and the damaged or incorrect area.

After review, NORLUA may provide a replacement, replacement component, return label, or refund, as appropriate. NORLUA will bear reasonable return or replacement shipping costs for a confirmed delivery-related problem or fulfillment error. Keep the product and packaging until we tell you how to proceed.

6. Manufacturing problems and no separate fixed-term warranty

NORLUA does not provide a separate commercial warranty for a fixed period. If you believe the product has a manufacturing problem, contact us promptly after discovering it. We will assess the information reasonably and provide any remedy required by applicable law.

Manufacturing problems do not include accidental damage, impact or dropping, misuse, unauthorized modification, improper storage or cleaning, normal wear, gradual surface aging, or a subjective preference regarding tone. Nothing in this policy limits any consumer right that cannot lawfully be excluded.

7. Exchanges

We do not currently offer direct exchanges for change-of-mind returns. The simplest process is to return the eligible item for a refund and place a new order. For a confirmed damaged, incorrect, incomplete, or defective item, we may offer a replacement instead.

8. Refund review and timing

After an authorized return is delivered, we aim to inspect it and notify you of the decision within 5 business days. If approved, the refund will be issued to the original payment method. Your bank or payment provider may need an additional 5–10 business days to display the credit.

If more than 15 business days have passed since we approved the refund, please contact care@norlua.com.

9. Order cancellation

You may ask to cancel an order before it is dispatched, but cancellation is not guaranteed. Once an order has been dispatched, it cannot be cancelled and must instead follow the return process above.

10. Statutory rights

This policy is in addition to, and does not replace or limit, rights and remedies that cannot be waived under the law applicable to you.

11. Contact

For return or refund questions, contact care@norlua.com.