Refund policy

Return, Replacement & Refund Policy

Last updated: August 21, 2026

This policy applies to purchases made directly through norlua.com and to orders placed on or after the effective date above. Orders placed before this date remain subject to the policy presented at the time of purchase.

1. Change of mind and personal preference

We want you to feel confident before ordering, so please review the product details, dimensions, finish, and sound information carefully.

At this time, we are unable to accept returns based solely on a change of mind or personal preference. This includes deciding that the product is no longer wanted or preferring a different appearance or tonal character when the product is materially consistent with its description.

This restriction does not apply to products that arrive damaged, defective, incorrect, incomplete, or materially different from their description, or to any right or remedy required by applicable law.

2. Damaged, incorrect, or incomplete orders

Please inspect your order promptly after delivery.

If the product arrives damaged, you receive the wrong product, or any component is missing, please contact care@norlua.com as soon as possible and preferably within 7 calendar days after delivery. This requested reporting period helps us preserve carrier and shipping-insurance evidence, but it does not shorten any non-waivable period provided by applicable law.

Please do not return or dispose of the product or packaging until we provide instructions.

3. Information and photographs

To help us review the issue, please provide:

• Your order number;
• A photograph of the complete product;
• Clear photographs of the damaged or incorrect area;
• Photographs of the outer packaging and all sides of the parcel;
• Photographs of the inner protective packaging;
• A clear photograph of the shipping label; and
• A photograph showing all items received if anything is missing.

We may request a short video if the issue cannot reasonably be shown in photographs.

If the product contains broken or sharp components, do not handle it solely for the purpose of taking photographs. Contact us and explain the safety concern.

4. Do not send unauthorized returns

Do not return any product without written authorization from NORLUA.

Do not send returns to our Hong Kong registered office or to any address printed on the original shipping parcel. These addresses might not be able to receive or process returns.

If a return is required, we will provide the appropriate return address and instructions.

5. Our standard resolution

For a confirmed transit-damaged, incorrect, or incomplete order, our standard resolution is to provide, at no additional cost:

• A replacement product;
• A replacement component; or
• The missing component.

NORLUA will cover the reasonable shipping cost of an approved replacement.

6. Whether the affected item must be returned

Depending on the nature of the issue, safety considerations, carrier or insurance requirements, and the condition of the product, we may:

• Waive the return requirement;
• Ask you to retain the product temporarily;
• Ask you to dispose of it safely after receiving our confirmation; or
• Arrange a return at NORLUA’s expense.

If NORLUA requires an approved damaged, incorrect, or defective product to be returned, we will provide the return instructions and cover the reasonable return shipping cost.

7. When a refund may be provided

A refund to the original payment method may be provided when:

• A suitable replacement is unavailable;
• A replacement cannot be supplied within a reasonable time;
• A replacement does not resolve the verified problem;
• An order is cancelled before dispatch and the cancellation is approved; or
• A refund or another remedy is required by applicable law.

Where applicable law gives the customer a choice of remedies, NORLUA will honor that choice.

8. Natural variations

Minor variations in color, surface texture, finish, and tonal character can occur because of materials, finishing processes, lighting, photography, recording equipment, speakers, room acoustics, and individual perception.

A minor variation is not automatically a defect when the product remains materially consistent with its description and suitable for its ordinary intended use.

This provision does not apply when the product is materially different from its description, damaged, unsafe, or unable to perform its ordinary intended function.

9. Customer-caused damage

This policy does not cover damage caused after delivery by dropping, impact, misuse, improper cleaning or storage, failure to follow instructions, unauthorized alteration, or ordinary wear.

10. Manufacturing problems

NORLUA does not offer a separate fixed-term commercial warranty.

If you believe the product has a manufacturing problem, contact care@norlua.com promptly after discovering it. We will review the information reasonably and provide any remedy required by applicable law.

Nothing in this policy excludes or limits an implied warranty or other consumer right that cannot lawfully be excluded or limited.

11. Order cancellation

You may request cancellation before an order has been dispatched, but cancellation is not guaranteed.

Once an order has been dispatched, it cannot be cancelled solely because of a change of mind. Damaged, incorrect, incomplete, or defective deliveries will be handled under the sections above.

12. Refund timing

Where a refund is approved, we aim to issue it to the original payment method within 5 business days.

The bank or payment provider may require an additional 5–10 business days to display the funds.

13. Statutory rights

Nothing in this policy excludes or limits any consumer right or remedy that cannot lawfully be excluded or limited under applicable law.

14. Contact

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