At Norwynd, we are committed to ensuring your satisfaction in accordance with your rights under the Australian Consumer Law (ACL).
Please note that product colours and finishes may appear slightly different on screen due to variations in monitor settings, screen calibration, and lighting conditions used in photography. Minor colour discrepancies between the product image displayed online and the item received do not constitute a fault or defect and are not covered under our faulty or damaged items policy.
Norwynd reserves the right to assess all faulty or damaged item claims before issuing a remedy. We may request photographic evidence, a written description, and the return of the item for inspection. Claims where damage is determined to have been caused by misuse, neglect, or deliberate damage will not be eligible for a refund, replacement, or store credit.
Change of Mind
We are happy to process your change of mind order for store credit only if the item is returned within 28 days of purchase in original, unused, and saleable condition, including original packaging and tags.
Please contact us prior to returning any item to ensure it meets the return eligibility criteria. Customers are required to cover return shipping costs for store credit.
Exchanges
We offer exchanges with store products or store credit within 28 days of the original purchase date. The item must be returned in its original and unused condition.
Exchanges are subject to stock availability. Customers are required to cover return shipping costs for exchanges.
Faulty or Damaged Items
If your item is faulty, arrives damaged, or is not as described, you may be entitled to a replacement, repair, refund, or store credit in line with the Australian Consumer Law.
Damage caused by misuse, neglect, or normal wear and tear is not covered, and refunds or replacements will not be provided in these circumstances.
Please contact us at hello@norwynd.com as soon as possible with clear photos and a description of the issue.
Return Shipping Costs
Unless the item is deemed faulty or incorrectly sent, the customer is responsible for all return shipping costs, including adequate packaging to prevent damage during transit.
Bundles and Promotional Deals
Items purchased as part of a bundle or promotional deal are subject to the following conditions when a return, exchange, or remedy is requested.
Returning a Bundle
Items purchased as part of a bundle must be returned as a complete set to be eligible for store credit. Partial returns of bundled items will not be accepted.
Where a partial return is accepted at Norwynd's discretion, any store credit will be calculated based on the individual item's full retail price, less the bundle discount applied at the time of purchase. Bundle pricing is only valid when all items in the bundle are retained.
Faulty Item Within a Bundle
If a single item within a bundle is deemed faulty or damaged, only the affected item will be remedied in accordance with the Australian Consumer Law. This does not require the return of the full bundle.
Only the lesser value of the individual item or the promotional deal will be honoured as a refund, unless the complete bundle is returned.
Free Gifts & Bonus Items
Free gifts or bonus items included as part of a promotional offer hold no cash value and cannot be returned separately for a refund or store credit.
Not sure if your order qualifies? If you have questions about a bundle return or a promotional item, please reach out before sending anything back. We're happy to help clarify what applies to your order.
Contact Us
hello@norwynd.com
