Refund Policy
Our refund policy lasts 30 days and is effective from the moment you receive your goods. Should you wish to return your order, please notify us within 15 days of receipt of your order.
To be eligible for consideration of a refund or exchange, the following conditions are required:
Item must be unused and in the same condition and original packaging in which you received it. This pertains not only to the product itself, but also to any packaging and materials that accompany the product. Proof of purchase must be presented for consideration of a return.
Items sent back to us without a Return Merchandise Authorization (RMA) or dispatched more than 15 days after an RMA has been issued will automatically be subject to a 20% restocking fee. Please contact us (contact@norlanglass.com) to obtain an RMA number, which must accompany the returned goods. If applicable, please be prepared to provide supporting images when contacting us for an RMA to support your purpose for the return.
The shipping cost charged on your order is non-refundable. Buyer will be responsible for the shipment of returned goods and for ensuring that goods are packed properly for transport with proper insurance coverage. The return of damaged goods due to carrier mishandling will not qualify for a refund and buyer will be responsible for issuing a claim with their carrier for reimbursement.
There are certain situations where only partial refunds are granted, which if approved by a representative of the company, may result in a 20% restocking fee : (if applicable)*
Any item not in its original condition, is damaged or missing parts for reasons not due to our error. Any item that is returned more than 30 days after delivery
Defects / Nonconforming Delivery
Please inspect all of your items before promptly upon receipt of goods. Customers must notify Serial Future Visions UK, Ltd. (Norlan) at contact@norlanglass.com of any defect or other issues regarding delivered products within 48 hours following delivery. If you do not notify Norlan within 48 hours of delivery, any and all issues regarding their delivery are no longer the responsibility of Norlan.
For any merchandise that is damaged while shipping in transit, we will issue a claim with the freight forwarder immediately upon being notified of the damage. As part of the claim process, it may be necessary for the freight forwarder to inspect damaged shipping packaged and items. As such, you may need to retain original shipping packaging and all contents including any damaged items and materials until notified by a representative of a company that it is permissible to discard these items. Failure to do so may result in a unapproved claim and will void possibility of a return or exchange. From time to time and if applicable, it may be necessary to have damaged items returned to us for inspection.
Variations
There may be slight variations in the size and color of products. As the product is hand made, such variations are considered normal and do not affect the performance of the products. Norlan makes every effort to ensure that such variations are as minimal as possible and please note that these slight variations are not permissible as a consideration for a return or exchange without consent from a Norlan representative.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment. Refund payments will be scheduled for payment within 10 business days from the date of the approval.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at contact@norlanglass.com.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Promotional Offers (if applicable)
For returns of any items wherein a quantity or total order value was required to receive a discount, an adjustment to the refunded total will be made when any balance of items purchased falls below the threshold for the aforementioned discount.
Exchanges (if applicable)
We will only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at contact@norlanglass.com and we will provide you with the return address.
Shipping
To return your product, please contact us for the return shipping address. You will be responsible for paying for your own shipping costs for returning your item unless it was received damaged or defective. Shipping costs are non-refundable. If you receive a refund, the shipping cost will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.