You can return your order within 30 days of receipt.
To qualify for a return under our voluntary 30-day return policy, the items must:
Please note: Returns that do not meet these conditions may not be accepted under our voluntary return policy. Your statutory withdrawal, warranty and consumer rights remain unaffected.
We strongly recommend sending your return with tracking. Returns sent without tracking are made at your own risk. No refund can be issued for returns that are lost without proof of dispatch.
Return costs:
The customer is responsible for the cost of returning the item. Depending on the size and weight, these costs may be up to €40. Return costs will not be refunded unless otherwise required by mandatory statutory provisions.
Return address:
Returns must be sent to our international warehouse. Please contact our customer service before making any return to obtain the correct return address.
Our company address in the Netherlands is not a return address.
Once we have received your return, you will receive confirmation by email. Refunds are generally processed within 3–5 business days after processing. Statutory refund deadlines remain unaffected.
Orders can be cancelled within 5 minutes of being placed. After this period, the order will be processed automatically and may no longer be cancellable before dispatch. Statutory withdrawal rights after receipt of the goods remain unaffected.
In this case, please contact us immediately by email.
If you received the wrong item or size, please contact our customer service. We will arrange a replacement free of charge.
Refunds are generally processed within 3–5 business days after the return has been successfully inspected. Mandatory statutory refund deadlines and consumer rights remain unaffected.
Germany:
Under statutory provisions, you have a 14-day right of withdrawal. This is already included in and extended by our voluntary 30-day return policy.
United Kingdom (UK):
Under the Consumer Rights Act 2015, you have statutory return rights. Our 30-day return policy exceeds these statutory requirements.
Poland:
Under statutory provisions, you have a 14-day right of withdrawal for online orders. This is already included in and extended by our voluntary 30-day return policy.
Italy:
Under Italian consumer protection law (Codice del Consumo), you generally have a statutory 14-day right of withdrawal for online orders, starting from receipt of the goods. This statutory right of withdrawal is already included in and extended by our voluntary 30-day return policy. If the customer was properly informed about the return costs before purchase, the direct costs of returning the goods may be borne by the customer.
France:
Under French consumer protection law (Code de la consommation), you generally have a statutory 14-day right of withdrawal for online orders, starting from receipt of the goods. This statutory right of withdrawal is already included in and extended by our voluntary 30-day return policy. If the customer was properly informed about the return costs before purchase, the direct costs of returning the goods may be borne by the customer.
Spain:
Under Spanish consumer protection law (Real Decreto Legislativo 1/2007 – Ley General para la Defensa de los Consumidores y Usuarios), you generally have a statutory right of withdrawal for online orders within 14 calendar days of receiving the goods, without having to provide a reason. This statutory right of withdrawal is already included in and extended by our voluntary 30-day return policy. If the customer was properly informed before purchase, they are generally responsible for the direct costs of returning the goods. Consumers are liable only for any loss in value resulting from handling the goods beyond what is necessary to assess their condition, properties and functionality. In the event of a statutory withdrawal, the refund will be issued without undue delay and no later than 14 calendar days after notification of the withdrawal. We may withhold the refund until we receive the returned goods or until proof of return has been provided, whichever occurs first. Your statutory consumer rights remain unaffected in all cases.
Austria:
Under Austrian consumer protection provisions for distance contracts, you generally have a statutory right to cancel or withdraw from online orders within 14 days of receiving the goods. This statutory right is already included in and extended by our voluntary 30-day return policy. If the customer was properly informed about the return costs before purchase, the direct costs of returning the goods may be borne by the customer.
Hungary:
Under Hungarian consumer protection provisions, particularly those governing distance contracts, consumers generally have a statutory 14-day right of withdrawal for online orders, starting from receipt of the goods. This statutory right of withdrawal is already included in and extended by our voluntary 30-day return policy. If the customer was properly informed about the return costs before purchase, the direct costs of returning the goods may be borne by the customer.
Australia:
We also ship to Australia. Under Australian consumer protection law, particularly the Australian Consumer Law (ACL), consumers have certain statutory rights under consumer guarantees, especially for products that are defective, faulty or not as described. Our voluntary 30-day return policy applies in addition to these statutory rights and does not limit them. Returns due to a change of mind are possible under our voluntary return policy within 30 days of receipt, provided that the return conditions stated above are met.
Customer Service:
info@shopnorlume.com
Company Address:
Graaf 3A, 6101CC, Echt, Netherlands
(This is not a visitor or return address)
