Refund policy

Last Updated: July 2026

At Norelia, we want you to shop with confidence. If your order isn't quite right, we're here to make the return process as straightforward as possible.

This Returns & Refund Policy explains when you can return an item, how refunds are processed, and what to expect throughout the process.

Return Eligibility

We accept returns for both:

  • Products that arrive damaged, defective, or faulty.

  • Products that are in new condition but no longer wanted.

To be eligible for a return, the following conditions must be met:

  • The return request must be submitted within 30 days of receiving your order.

  • The product must be unused and remain in its original, new condition.

  • All original packaging, accessories, manuals, and included components must be returned with the product whenever possible.

  • The item must not show signs of misuse, accidental damage, or improper handling after delivery.

Products that do not meet these conditions may not qualify for a refund.

Exchanges

We are happy to offer exchanges for eligible products.

If you received an item that is damaged, defective, or you would like a replacement for another eligible product, please contact our customer support team before sending your item back.

Our team will guide you through the exchange process and provide the necessary instructions.

How to Start a Return

To request a return:

  1. Contact our customer support team within 30 days of delivery.

  2. Include your order number and a brief explanation of the reason for your return.

  3. If your item is damaged or defective, please include clear photographs to help us assess the issue more quickly.

  4. Once your request is approved, we will provide return instructions.

Return Shipping

Approved returns should be sent by mail.

For eligible returns, you will receive a free downloadable return shipping label that you can print and attach to your package.

Please ensure the product is securely packaged to help prevent damage during return transit.

Return Address

Norelia
27 Protea Street
Greenwood WA 6024
Australia

Please do not send products back without first receiving return instructions from our support team.

Restocking Fees

We do not charge any restocking fees.

If your return meets the eligibility requirements outlined in this policy, you will not incur any additional processing or restocking charges.

Refunds

After your returned item is received and inspected, we will notify you of the outcome.

If your return is approved:

  • Your refund will be processed within 7 business days.

  • Refunds will be issued using the same payment method used for the original purchase whenever possible.

  • Depending on your bank or payment provider, it may take additional time before the refunded amount appears in your account.

If your return does not meet the eligibility requirements, we will contact you with further information before any action is taken.

Damaged or Incorrect Orders

If your order arrives:

  • Damaged

  • Defective

  • Incorrect

  • Missing parts

Please contact us as soon as possible after delivery.

Providing photographs of the product and packaging helps us resolve these situations more efficiently.

We are committed to finding a fair and timely solution.

Non-Returnable Situations

Returns may not be accepted if:

  • The product has been used or altered.

  • The item has been damaged due to misuse or improper handling.

  • The return request is submitted more than 30 days after delivery.

  • Important components or accessories are missing from the returned package.

Contact Us:

Legal Entity: Zevlo Pty Ltd

ABN: 94 700 281 616

Business Address:
27 Protea Street, Greenwood WA 6024, Australia

Email:
info@norelia.com.au

Phone:
+61 458 528 586

Business Hours:
Monday – Friday | 09:00 AM – 05:00 PM (GMT+10:00)

Need assistance?
Our customer support team is available during regular business hours.