Refund Policy
A legal disclaimer
Norella & Co
At Norella & Co, we want you to feel confident in your purchase. This policy outlines your rights and our responsibilities in accordance with the Australian Consumer Law.
Change of Mind
Due to the personal and hygiene nature of our postpartum products, we do not accept returns for change of mind once items have been opened, used or removed from their original packaging.
If you change your mind before your order has been dispatched, please contact us as soon as possible. We will do our best to assist.
Unopened and unused items may be eligible for return at our discretion within 14 days of delivery. Return shipping costs are the responsibility of the customer unless otherwise agreed.
Faulty or Damaged Products
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
You are entitled to a replacement or refund for a major failure. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
If your item arrives damaged, defective, or not as described, please contact us within a reasonable time (preferably within 7 days of delivery) and provide:
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Your order number
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A description of the issue
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Clear photos of the product and packaging
We will assess the issue and provide an appropriate remedy in accordance with Australian Consumer Law.
What is Not Considered Faulty
The following do not qualify as faults:
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Change of mind
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Minor variations in colour due to screen displays
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Damage caused by misuse or improper handling
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Normal wear and tear
Return Process
If a return is approved, we will provide instructions on how to return the item.
Returned goods must be:
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Unused
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In original packaging
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In resalable condition
Refunds (if approved) will be processed to the original payment method.
Shipping Costs
Shipping costs are non-refundable unless the item is faulty, damaged, or not as described.
If a product is confirmed to be faulty, we will cover reasonable return shipping costs.
Contact Us
If you believe there is an issue with your order, please contact:
Norella & Co
Email: hello@norellaandco.com
We aim to respond within 1–2 business days.