Returns & Refund Policy
This Returns & Refund Policy explains the rules and procedures for cancellations, returns, refunds, and remedies for products purchased through Noralrio. It is intended to provide clear and transparent information to customers while preserving any mandatory consumer rights that apply under applicable law.
1. Returns
Customers may request a standard return within 35 days after receiving the product, provided the return meets the applicable eligibility requirements in this policy.
This 35-day return period is a voluntary return policy and does not replace or limit any separate statutory right of withdrawal or legal guarantee rights that may apply under mandatory law.
For customers entitled to a statutory right of withdrawal, the applicable statutory withdrawal period and requirements apply separately.
2. Statutory Right of Withdrawal
Where mandatory consumer law provides a statutory right of withdrawal for a distance purchase, that right applies independently from the 35-day voluntary return period described above.
Where applicable, the consumer may withdraw from the distance contract within 14 days after receiving the goods without providing a reason.
After exercising the statutory right of withdrawal, the consumer must generally send the goods back without undue delay and, where required by applicable law, no later than 14 days from the date on which the withdrawal was communicated.
Where applicable law requires reimbursement within 14 days after the withdrawal is communicated, the refund will be made in accordance with those legal requirements. The refund may be withheld where legally permitted until the returned goods have been received or the consumer provides evidence that the goods have been sent back.
For a valid statutory withdrawal, the refund will include the payments required by applicable law, including the cost of the least expensive standard delivery option originally offered, where such reimbursement is legally required. Additional delivery costs resulting from the customer's choice of a more expensive delivery method are not required to be reimbursed where applicable law permits this exclusion.
The customer may be responsible for the direct cost of returning goods under a statutory withdrawal where applicable law permits this and the customer was properly informed of that responsibility before purchase.
For large furniture or other goods that cannot ordinarily be returned by standard post, any applicable statutory rules concerning return arrangements and return costs will apply.
3. Return Eligibility
For voluntary returns requested within 35 days after delivery, the product should be maintained in a condition suitable for return and must not have been damaged through the customer's actions or misuse.
A return may generally be considered when:
- The request is submitted within 35 days after the product is received.
- The product satisfies the applicable return requirements.
- The product has not been damaged through the customer's actions or misuse.
- The customer follows the return instructions provided after approval.
The statutory right of withdrawal, where applicable, is subject to its own legal conditions and is not limited by the voluntary 35-day return policy.
4. Legal Guarantee for Defective or Non-Conforming Goods
Statutory legal guarantees for defective or non-conforming goods apply separately from voluntary returns.
Where mandatory law provides a two-year legal guarantee or statutory defect-liability period, that protection remains available for the applicable period beginning from delivery of the goods. The applicable national law may provide longer or additional protection.
If a product is defective, does not conform to the contract, or otherwise fails to meet mandatory legal requirements, the customer may be entitled to legal remedies such as repair, replacement, price reduction, or a refund, depending on the circumstances and applicable law.
Qualifying remedies for defective goods will be provided without charge where required by applicable law, including applicable costs of returning the product, transportation, labor, materials, or other necessary remedy-related costs.
These statutory rights are separate from the voluntary 35-day return policy and do not require the customer to rely solely on the voluntary return procedure.
5. Exchanges
We do not currently offer direct product exchanges.
Because inventory availability, order processing conditions, and prices may change, a direct exchange may not always be possible. If you need a different product, you may request an eligible return and, once the applicable return process has been completed, place a new order for the desired item.
Nothing in this section limits any replacement or other remedy that may be required under applicable statutory warranty or conformity laws.
6. Order Cancellation
Orders that have not yet been shipped may be eligible for cancellation.
If an eligible cancellation is approved before shipment, the order will be cancelled and the customer will receive a full refund through the original payment method.
Once an order has been shipped, it generally cannot be cancelled directly. The customer should normally wait for delivery and then use the applicable return or statutory withdrawal process.
Any mandatory cancellation or withdrawal rights provided by applicable law remain unaffected.
7. Damaged or Incorrect Items
If you receive a product that was damaged during transportation, is defective, or is incorrect, please contact us as soon as reasonably possible.
Please provide:
- Your order number;
- A description of the issue; and
- Clear photographs or other relevant supporting information, when applicable.
After reviewing the circumstances, we may provide a full refund, partial refund, repair, replacement, price reduction, or another remedy where required or appropriate under applicable law.
When a defect, transportation damage, or incorrect shipment qualifies for a legal remedy, applicable remedy-related costs will not be charged to the customer where required by law.
8. How to Request a Return or Refund
Step 1 — Submit a Request
Email is our preferred method of contact. Please provide your order number and the reason for your return, withdrawal, or refund request.
For damaged, defective, or incorrect products, please include photographs or other supporting information when available.
Step 2 — Review
We will review the order, circumstances, supporting information, and applicable policy or legal requirements. A voluntary return request is not automatically approved simply because it has been submitted.
Statutory withdrawal and legal guarantee claims will be handled according to the rights and requirements applicable to the customer.
Step 3 — Return the Product
If the product must be returned, follow the return instructions provided.
For a statutory withdrawal, where applicable, the customer must generally send the product back within 14 days after communicating the withdrawal.
Step 4 — Refund or Other Remedy
For voluntary returns, after the returned product is received and any necessary verification is completed, an eligible refund will be initiated within 1–3 business days.
For statutory withdrawals or legal guarantee claims, the applicable statutory deadlines and remedies will take precedence where they provide different or greater protection.
9. Return Shipping and Return Labels
If a voluntary return is approved and the product must be returned, an electronic return label may be provided depending on the circumstances.
The customer must download and print the electronic return label and properly attach it to the return shipment according to the instructions provided.
For voluntary returns based on personal preference or other customer-related reasons, the customer may be responsible for applicable return-related costs where permitted by this policy and applicable law.
For qualifying defective, damaged, or incorrect products, applicable return and remedy-related costs will not be charged to the customer where required by applicable law.
For a statutory withdrawal, the allocation of return shipping costs will follow the applicable legal requirements.
10. Refund Processing and Refund Timing
For an approved cancellation before shipment, the customer will receive a full refund through the original payment method.
For a voluntary return, the refund will be initiated within 1–3 business days after the returned product is received and any necessary verification is completed.
For a statutory withdrawal, where applicable law requires reimbursement within 14 days, the refund will be processed in accordance with that legal deadline. Where legally permitted, reimbursement may be withheld until the goods are received or evidence of return shipment is provided.
Refunds are made using the original payment method, unless another method is expressly agreed where permitted by applicable law.
Once a refund has been initiated, the time required for the funds to appear in the customer's account depends on the customer's bank, card issuer, or other financial institution.
11. Non-Refundable or Restricted Situations
A voluntary refund may not be available when:
- The request is submitted outside the applicable 35-day voluntary return period.
- The product was damaged through the customer's actions or misuse.
- The returned product does not satisfy the applicable voluntary return requirements.
- The customer does not follow the provided return instructions.
These restrictions do not apply where they would unlawfully limit a statutory right of withdrawal, legal guarantee, defect remedy, or other mandatory consumer protection.
12. Complaint Handling and Legal Remedies
Customers may submit complaints regarding defective, damaged, incorrect, or non-conforming products by email.
Please include the order number, a description of the issue, and relevant supporting photographs or documentation where applicable.
We will review complaints and provide a response as soon as reasonably practicable. Where applicable law establishes a specific complaint-response deadline, that statutory deadline will apply.
Where a product is covered by a mandatory legal guarantee or statutory conformity protection, the applicable legal remedies and deadlines take precedence over this voluntary return policy.
13. Contact Us
For returns, statutory withdrawal requests, complaints, cancellations, or refund questions, please contact us using the information below.
Phone: +1 (419) 683-4271
Email: team@noralrio.com
Address: 8171 US Route 33, Celina, Ohio 45822, United States
Opening hours: Monday to Friday, 9:00 AM – 6:00 PM (EST)