At Norlaya Home, your satisfaction is our highest priority. We take great pride in offering carefully selected home décor and lighting designed to bring warmth, style, and timeless elegance into your home.

If, for any reason, you are not completely satisfied with your purchase, we offer a simple and transparent 14-day return policy to ensure you can shop with confidence.

14-Day Returns

You may request a return within 14 days of receiving your order.

To qualify for a return, the item must:

Be unused and in its original condition.
Be returned in its original packaging whenever reasonably possible.
Include all accessories, components, manuals and protective packaging supplied with the product.
Be free from damage caused by misuse, improper handling or installation.

Once your returned item has been received and inspected, we will notify you regarding the approval of your return.

Easy Returns

We believe returning an item should be simple and stress-free.

If you wish to return an item, simply contact our Customer Support team with your order number.

Our team will provide clear return instructions and guide you through each step of the process.

We are committed to making the experience as straightforward as possible while ensuring your return is handled efficiently.

Refunds

Once your returned item has been received and successfully inspected, your refund will be processed promptly.

Approved refunds will be issued using the original payment method used when placing your order.

Depending on your bank or payment provider, refunds typically appear within 5–10 business days after processing.

If you have not received your refund after this period, we recommend contacting your payment provider before reaching out to our Customer Support team.

Damaged, Defective or Incorrect Items

Every order is carefully inspected before leaving our warehouse.

However, if your order arrives damaged, defective or you receive the wrong item, please contact us within 7 days of delivery.

To help us resolve the issue as quickly as possible, please include:

Your order number.
A description of the issue.
Clear photographs of the product.
Photographs of the packaging if damaged.

Once we have reviewed your request, we will work quickly to provide an appropriate solution. This may include a replacement item, replacement parts or a full refund where applicable.

Exchanges

At this time, we do not offer direct product exchanges.

If you would like a different item, colour or size, we recommend returning your original purchase (if eligible) and placing a new order through our website.

This ensures the fastest possible processing and availability.

Non-Returnable Items

Certain products cannot be returned for hygiene, safety or customisation reasons.

This may include:

Personalised or custom-made products.
Items that have been used, assembled or installed.
Products that have been damaged after delivery through improper use.
Items specifically marked as non-returnable on the product page.

Where applicable, any exceptions will always be clearly stated before purchase.

Return Inspection

All returned items are inspected upon arrival.

To qualify for a refund, returned products must meet the return requirements outlined in this policy.

If an item is returned in a condition that significantly differs from how it was originally delivered, we may be unable to issue a full refund.

Cancellations

If you need to cancel your order, please contact us as soon as possible.

If your order has not yet been dispatched, we will do our best to cancel it before shipment.

Once an order has been dispatched, it must follow our standard returns process.

Need Assistance?

Our Customer Support team is always happy to help.

Whether you have questions about your order, the returns process or your refund, we are committed to providing friendly and professional support.

We aim to respond to all customer enquiries within 2 business days.

Return Shipping

If you decide to return your order because you have changed your mind or no longer wish to keep the item, the return shipping costs are the responsibility of the customer.

If the item you receive is damaged, defective or incorrect, please contact our Customer Support team before returning the item so we can review the issue and provide an appropriate solution.

Thank you for choosing Norlaya Home.

We truly appreciate your trust in our brand and are committed to making every shopping experience as enjoyable, seamless and worry-free as possible. Your satisfaction is at the heart of everything we do.