Changed your mind? Eligible products may be returned within 30 days after delivery. This voluntary return policy sits alongside the consumer guarantees that apply by law; the 30-day window does not limit your rights if a product is faulty, unsafe or does not match its description.
30-day change-of-mind returns
To request a change-of-mind return, contact us within 30 calendar days after the order is shown as delivered. The product must be:
- unused, uninstalled, unwashed and unaltered;
- in its original, resalable condition;
- complete with its original packaging, protective materials, tags, manuals, parts and accessories; and
- accompanied by your order number or another reasonable form of proof of purchase.
You may carefully open an item to inspect it, but it must still meet all of the conditions above. Please do not install a lamp, hang a clock, wash tableware or remove protective materials until you are satisfied with the product.
Items that cannot be returned for change of mind
Change-of-mind returns are not available for:
- gift cards;
- personalised, customised or made-to-order products;
- items clearly marked “Final sale”, clearance or seconds before purchase;
- products with a hygiene or safety seal after that seal has been opened; or
- products that have been used, installed, assembled, washed, altered or damaged after delivery.
A promotional or reduced price does not by itself make a product final sale. Unless the product page clearly says “Final sale”, an eligible sale-priced item may still be returned under this 30-day policy. These exclusions never remove rights that apply to faulty, unsafe or misdescribed products.
How to start a return
- Email official@nordenlyhome.com.au within 30 days of delivery. Include your order number, the product you wish to return and whether the request is for change of mind or a product problem.
- If the product arrived damaged, faulty, incomplete or incorrect, include a short description and clear photographs or video where practical.
- Wait for written return instructions before sending anything. We will confirm the return destination and any information that should be included with the parcel.
- Pack the complete product securely and use a tracked service. Keep the lodgement receipt and tracking number until the return is resolved.
The company address shown on this website is not a returns depot. A parcel sent there, or to any other address without written return instructions, may be delayed or refused.
Return postage and delivery charges
For an eligible change-of-mind return, you are responsible for return postage and for the parcel until it reaches the nominated return destination. Original delivery charges and change-of-mind return postage are not refunded.
If we confirm that a product has a problem covered by the consumer guarantees, we will reimburse reasonable return costs you have already paid or arrange an appropriate return method where required. Please keep your postage or transport receipt.
Refunds and exchanges
Returned products are inspected before a change-of-mind refund is approved. If the return meets this policy, the eligible product price will be refunded to the original payment method. We will email you when the return has been reviewed. Your bank or payment provider may then need additional time to display the refund.
We do not reserve stock for change-of-mind exchanges. If you would prefer a different colour, size or product, the quickest option is to place a new order and return the original eligible item for a refund.
Faulty, damaged, incomplete or incorrect products
Please contact us as soon as practical if a product arrives damaged, is missing parts, is not the product ordered, appears unsafe, develops a fault or is materially different from its description. Include your order number and enough information for us to assess the issue. We may ask for photographs, video or other reasonable evidence, but original packaging is not required for a claim about a product problem.
We are responsible for helping resolve problems with products purchased from NORDENLY. Depending on the circumstances and the Australian Consumer Law:
- for a major problem, you may be entitled to choose a refund or replacement;
- for a minor problem, we may provide a free repair or another remedy within a reasonable time; and
- if a minor problem cannot be fixed within a reasonable time, further remedies may be available.
The 30-day change-of-mind conditions, including the requirement for original packaging, do not apply when they would restrict a remedy available under the consumer guarantees. Rights may also continue after a manufacturer’s stated warranty period.
Manufacturer warranties
Some products may include a manufacturer warranty. Any manufacturer warranty is an additional promise and does not replace or reduce your consumer-guarantee rights. You may contact NORDENLY about a product problem even when a manufacturer warranty is also available.
Need help?
Email official@nordenlyhome.com.au with your order number. You can also read our Consumer Guarantees and Shipping & Delivery pages.
