Return & Exchange Validity Period
We offer a 30-day return and exchange window. You may request a return or exchange within 30 days from the date you signed for the receipt of the goods. If 30 days have passed since the receipt of your purchase, unfortunately, we cannot offer you a refund or exchange.
Conditions for Returns & Exchanges
We accept returns and exchanges under the following conditions:
Appearance Issues: The product has visible scratches, dents, or damage upon arrival.
Quality Issues: The product has structural failures or functional defects.
Sensory Issues: The product has a strong chemical odor, severe color difference from the website display, or similar issues.
Wrong Item Sent: The product received does not match the item ordered (incorrect model, size, or color).
No Reason (Change of Mind): You simply changed your mind or no longer want the item. Note: For "No Reason" returns, the item must be unused, in the same condition that you received it, and in the original packaging.
Return Process
Contact us via email at client@norqelina.com or call +1 (513) 295-7275 to request a return. Please provide your order number, proof of payment, reason for the return, and relevant videos or photos showing the issue.
Our customer service team will process your application immediately. If approved, we will inform you via your contact method and provide the return address.
You need to ship the item back to our designated return address and wait for us to receive it.
Upon receipt, we will immediately inspect the item to verify if it matches the reported condition. If the inspection is successful, we will arrange a refund immediately.For more information on refunds, please see our "Refund Policy".
Exchange Process
Contact us via email at client@norqelina.com or call +1 (513) 295-7275 to request an exchange. Please provide your order number, proof of payment, reason for the exchange, and relevant videos or photos.
Our customer service team will process your application immediately. If approved, we will inform you via your contact method and provide the return address.
You need to ship the item back to our designated return address and wait for us to receive it.
Upon receipt, we will immediately inspect the item. If the inspection is successful, we will arrange the new shipment within 1-3 business days. The estimated delivery time for the new item is 5-15 business days. For more information on shipping times, please refer to our Shipping Policy.
Refund Process
Refund Method: Refunds will be returned to the original bank card (Visa, MasterCard) account used for payment.
Processing Time: Depending on the processing efficiency of different banking institutions, we estimate the refund will arrive in your account within 1-5 business days. If the refund is overdue, please contact us for assistance.
Cost Rules (Shipping Fees)
Our Responsibility: If the return is due to appearance issues, quality issues, odors/severe color differences, or wrong items sent, we will cover the shipping costs for the return.
Your Responsibility: If the return is a "No Reason" return (Change of Mind), you are responsible for the shipping costs associated with returning the item.
Return Label
For your convenience, a return label is included inside every package. You may use this label to return the product. Please note that the applicability of free shipping depends on the "Cost Rules" mentioned above.
Liability Statement
We are not liable for damages resulting from improper use, negligence, unauthorized modifications, or failure to follow the assembly instructions provided with the furniture. While we strive to display product colors accurately, monitor settings may vary; therefore, slight color variations that do not constitute a "severe color difference" are not considered manufacturing defects.
Order Cancellation
Before Shipping: If you wish to cancel your order, please contact us immediately. If the order has not yet been shipped, we will cancel it and provide a full refund.
After Shipping: If the order has already been shipped, it cannot be cancelled. You will need to follow the "No Reason" return process after receiving the goods.
Item Condition Requirements
To ensure a smooth return process, please ensure that all returned items are securely packaged to prevent damage during transit. For non-quality related returns, the product must include all original accessories, manuals, and parts.
Contact Us
If you have any questions regarding this policy or need assistance, please contact us using the information below:
Address: 107 PARK AVE, NICEVILLE, FL 32578, United States
Phone: +1 (513) 295-7275
Email: client@norqelina.com
Service Hours: Monday to Friday, 9:00 AM to 6:00 PM (Australia/Sydney, AEST/AEDT)
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