Refund policy

Returns and Refunds

We want you to be confident shopping with Norelle. If there is a problem with your order, please contact us as soon as possible so we can help.

FAULTY, DAMAGED OR INCORRECT ITEMS

If your item arrives damaged, is faulty, is not as described, or you receive the wrong product, contact us with your order number and details of the issue. Please include photographs where relevant.

Norelle is responsible for resolving issues with products purchased from us. We may need to assess the product before determining the appropriate remedy.

Your rights under the Australian Consumer Law apply to all purchases from Norelle and are not limited by this policy. Depending on the circumstances, you may be entitled to a repair, replacement, refund or other remedy.

Where a faulty product is large, heavy or difficult to return, we will arrange or cover reasonable return transport where required under the Australian Consumer Law.

CHANGE OF MIND

We do not automatically accept returns where you have simply changed your mind.

If you would like to request a change-of-mind return, contact us before returning anything. Any return we agree to may be subject to conditions relating to the product’s condition, packaging and return costs.

This does not affect any rights you have under the Australian Consumer Law.

BEFORE RETURNING AN ITEM

Please do not return an item directly to Norelle, Oriel Lighting or any other supplier unless we have provided return instructions.

Contact us first and include:

• your order number
• the product involved
• a description of the issue
• photographs where relevant

We will advise you of the next steps.

REFUNDS

Approved refunds will generally be returned using the original payment method unless another arrangement is agreed with you.

AUSTRALIAN CONSUMER LAW

Our products come with consumer guarantees that cannot be excluded under the Australian Consumer Law.

Any supplier or manufacturer warranty offered with a product is additional to your rights under the Australian Consumer Law and does not replace those rights.

CONTACT

For returns or refund enquiries, contact:

ops@arclenventures.com.au

Norelle is operated by Arclen Ventures.