Politique de remboursement

RETURN AND REFUND POLICY — NORLANS

Last updated: October 28, 2026

At Norlans, we want you to be satisfied with your purchase. This Return and Refund Policy explains how to request a return, exchange, or refund for an order placed through our online store.

Store name: Norlans
Store owner: Arnau Torne Amell
Customer service email: contact@norlans.com
Business address: ARNAU, SANTA MARIA, VILANOVA I LA GELTRÚ 1315, 08800 Vilanova i la Geltrú, Barcelona, Spain.

1. Right of Withdrawal

If you are a consumer residing in the European Union, you generally have the right to withdraw from an eligible online purchase within 14 days of receiving your order, without providing a reason.

For orders containing multiple items delivered separately, the withdrawal period generally begins when you receive the last item.

To exercise your right of withdrawal, you must inform us of your decision within the applicable withdrawal period by contacting:

Email: contact@norlans.com

Please include your order number, the item or items you wish to return, and a clear statement that you wish to withdraw from the purchase.

You may use the model withdrawal form provided at the end of this policy, but its use is not mandatory.

2. Return Conditions

When returning an item, please:

Contact us before sending the item back so we can provide the applicable return instructions.
Return the item without undue delay and within 14 days of informing us of your withdrawal, where the statutory withdrawal right applies.
Take reasonable care of the item and include any accessories or components supplied with it.

You may handle and inspect an item to the extent reasonably necessary to establish its nature, characteristics, and functioning, as you would in a physical store.

You may be liable for any diminished value resulting from handling beyond what is necessary to inspect the item, where permitted by applicable law.

Original packaging is appreciated where available, but it is not an absolute condition for exercising your statutory rights unless a lawful exception applies.

3. Items Excluded from the Right of Withdrawal

Certain products may be excluded from the statutory right of withdrawal where a specific legal exception applies.

Depending on the circumstances, these may include:

Products made to your specifications or clearly personalised.
Sealed products that are not suitable for return for health protection or hygiene reasons, once unsealed after delivery.
Other products or services expressly excluded under applicable consumer protection legislation.

Any exclusion will apply only where the relevant legal requirements are met. This section does not remove your rights regarding defective, damaged, or non-conforming products.

4. Return Shipping Costs

Unless the item is defective, damaged, incorrect, or applicable law provides otherwise, you may be responsible for the direct cost of returning an item when exercising your statutory right of withdrawal.

We will inform you of any applicable return shipping arrangements before you send your item back.

If a product arrives damaged, defective, incorrect, or not as described, please contact us at contact@norlans.com. We will review the situation and arrange an appropriate remedy in accordance with applicable law. You will not be charged return costs that we are legally required to bear.

5. Refunds

When you validly exercise your statutory right of withdrawal, we will reimburse the payments received for the returned purchase, including the cost of our least expensive standard delivery option where required by law.

We may withhold the refund until we have received the returned goods or you have supplied evidence that you have sent them back, whichever occurs first, as permitted by applicable law.

Refunds will be made without undue delay and within the statutory deadline, generally no later than 14 days after we are informed of your decision to withdraw, subject to the lawful withholding conditions described above.

We will issue the refund using the original payment method unless you expressly agree otherwise. You will not incur refund fees as a result of the refund itself.

Additional delivery charges for a more expensive delivery option chosen by you may not be refundable where permitted by law.

6. Damaged, Defective, or Incorrect Items

If you receive an item that is damaged, defective, incorrect, or does not conform to your order, please contact us at:

Email: contact@norlans.com

Please provide your order number and a description of the issue. Photographs may help us assess the situation more efficiently.

Depending on the circumstances and applicable law, you may be entitled to repair, replacement, a price reduction, a refund, or another legal remedy.

Your statutory rights concerning defective or non-conforming products are separate from the right of withdrawal and are not limited by this policy.

7. Exchanges

If you would like to exchange an item for another product, size, or variation, please contact us at contact@norlans.com before returning the item.

Exchanges are subject to product availability and the applicable legal requirements. If an exchange is not possible, we will explain the available options, including any refund to which you are legally entitled.

8. Order Cancellations

If you wish to cancel an order before it has been dispatched, contact us as soon as possible at contact@norlans.com.

We will attempt to stop the order where it is still possible to do so. Once an order has been dispatched, cancellation may no longer be operationally possible, but your statutory withdrawal rights may still apply.

Nothing in this section limits any mandatory cancellation or withdrawal rights under applicable law.

9. How to Request a Return or Refund

To submit a return or refund request, please follow these steps:

Email contact@norlans.com.
Include your order number and the product concerned.
Explain whether you are requesting a withdrawal, return, exchange, or remedy for a defective or incorrect item.
Wait for our return instructions before sending the product back.

Please do not send items to an address that has not been confirmed by our customer service team.

10. Contact Information

For any questions about returns, refunds, or exchanges, please contact us:

Store name: Norlans
Store owner: Arnau Torne Amell
Email: contact@norlans.com
Business address: ARNAU, SANTA MARIA, VILANOVA I LA GELTRÚ 1315, 08800 Vilanova i la Geltrú, Barcelona, Spain.