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Terms And Conditions

ARTICLE 1 – Definitions

In these Terms and Conditions, the following definitions apply:

Seller: The natural or legal person who offers products and/or services to consumers at a distance.

Consumer: The natural person who is not acting in the course of a profession or business and who enters into a distance contract with the Seller.

Distance Contract: An agreement concluded within the framework of a system organised by the Seller for the distance sale of products and/or services, whereby exclusive use is made of one or more means of distance communication up to and including the conclusion of the agreement.

Means of Distance Communication: Any method that can be used to conclude an agreement without the Consumer and the Seller being physically present in the same location.

Withdrawal Period: The period during which the Consumer may exercise the right of withdrawal.

Right of Withdrawal: The possibility for the Consumer to cancel the distance contract within the withdrawal period.

Day: Calendar day.

Long-Term Transaction: A distance agreement relating to a series of products and/or services, where the delivery and/or purchase obligation is spread over time.

Durable Medium: Any instrument that enables the Consumer or Seller to store information addressed personally to them in a way that allows future consultation and unchanged reproduction of the stored information.

ARTICLE 2 – Identity of the Seller

Company Name:

Business Address:

Postal Code & City:

Country:

Email Address:

Customer Service Email:

Company Registration Number:

VAT Number:

Return Address (if different):

ARTICLE 3 – Applicability

  1. These Terms and Conditions apply to every offer made by the Seller and to every distance agreement concluded between the Seller and the Consumer.
  2. Before a distance contract is concluded, these Terms and Conditions shall be made available to the Consumer. If this is not reasonably possible, the Seller will indicate where the Terms and Conditions can be viewed and provide them free of charge upon request.
  3. If the agreement is concluded electronically, these Terms and Conditions may be provided electronically in such a way that they can easily be stored on a durable medium.
  4. If additional product or service conditions apply alongside these Terms, the Consumer may always rely on the provision that is most favourable in the event of conflicting terms.

ARTICLE 4 – The Offer

  1. If an offer has a limited period of validity or is subject to conditions, this will be clearly stated.
  2. The offer contains a complete and accurate description of the products and/or services offered. Images are intended to accurately represent the products. Obvious mistakes or errors are not binding on the Seller.
  3. Every offer clearly states:
  • The total price including applicable taxes.
  • Any delivery charges.
  • How the agreement will be concluded.
  • Whether the right of withdrawal applies.
  • Payment methods.
  • Delivery methods.
  • The validity period of the offer.
  • Communication costs where applicable.
  • Whether the agreement will be archived.
  • How the Consumer can correct mistakes before placing an order.
  • Available languages.
  • Applicable codes of conduct.
  • Minimum duration of the agreement where applicable.

ARTICLE 5 – The Agreement

  1. The agreement is concluded once the Consumer accepts the offer and fulfils the stated conditions.
  2. Orders placed electronically will be confirmed electronically without delay.
  3. Appropriate technical and organisational measures are taken to secure electronic data transfer and payment.
  4. The Seller may verify whether the Consumer can fulfil payment obligations and may refuse an order or impose additional conditions where legally justified.
  5. Together with the ordered product or service, the Seller will provide the Consumer with:
  • Contact details for complaints.
  • Information regarding the right of withdrawal.
  • Warranty and after-sales service information.
  • The information referred to in Article 4 where not already provided.
  • Information regarding cancellation of long-term agreements where applicable.
  1. In the case of recurring deliveries, this obligation only applies to the first delivery.

ARTICLE 6 – Right of Withdrawal

For Products

  1. Consumers have the right to cancel their purchase within 14 calendar days without giving any reason.
  2. The withdrawal period starts on the day after the Consumer receives the product.
  3. During this period, the Consumer should handle the product and its packaging with reasonable care.
  4. If exercising the right of withdrawal, the Consumer must return the product together with all supplied accessories and, where reasonably possible, in its original condition and packaging, following the Seller's return instructions.

For Services

  1. Consumers may cancel a service agreement within 14 calendar days after the agreement has been concluded.
  2. The Consumer must follow the reasonable instructions provided by the Seller when exercising the right of withdrawal.

ARTICLE 7 – Costs in the Event of Withdrawal

  1. If the Consumer exercises the right of withdrawal, the Consumer is responsible only for the direct costs of returning the goods unless otherwise agreed.
  2. Any payments received from the Consumer will be refunded within 14 days after the returned goods have been received or after proof of return has been provided, using the original payment method unless otherwise agreed.

ARTICLE 8 – Exclusion of the Right of Withdrawal

  1. The right of withdrawal may only be excluded where permitted by applicable law and only if this has been clearly communicated before the agreement is concluded.
  2. The right of withdrawal may be excluded for products:
  • Made to the Consumer's specifications.
  • Clearly personalised or custom-made.
  • Which, by their nature, cannot be returned for hygiene or health protection reasons once opened.
  • Which are sealed goods that are not suitable for return if the seal has been broken after delivery.

ARTICLE 9 – Prices

  1. All prices displayed on the Norlaya Home website are shown in the applicable currency and include VAT where required by law.
  2. Delivery charges, where applicable, are clearly displayed before checkout.
  3. Norlaya Home reserves the right to change prices at any time. However, products will always be charged at the price shown at the time the order is placed.
  4. Obvious pricing errors or typographical mistakes do not bind Norlaya Home. If an incorrect price has been displayed due to a technical or human error, Norlaya Home reserves the right to cancel the order and issue a full refund.

ARTICLE 10 – Product Conformity & Warranty

  1. Norlaya Home guarantees that all products conform to the agreement and meet reasonable standards of quality and usability.
  2. If a product arrives damaged, defective or incorrect, the Consumer should contact Customer Support as soon as possible and provide clear photographs of the issue.
  3. Where a manufacturing defect is confirmed, Norlaya Home will, at its discretion:
  • Replace the product;
  • Repair the product where possible;
  • Or issue a full or partial refund.
  1. This warranty does not cover damage caused by misuse, accidents, improper installation, normal wear and tear or failure to follow care instructions.

ARTICLE 11 – Delivery & Performance

  1. Norlaya Home aims to dispatch all in-stock orders within 2 business days.
  2. Delivery times shown on the website are estimates and may vary depending on the destination, courier delays or circumstances beyond our control.
  3. If an order cannot be fulfilled, the Consumer will be informed as soon as reasonably possible.
  4. If a product becomes unavailable after purchase, Norlaya Home may offer:
  • A replacement product;
  • A delayed shipment;
  • Or a full refund.
  1. Risk of loss or damage passes to the Consumer upon successful delivery.
  2. Consumers are responsible for providing accurate shipping information. Norlaya Home cannot be held responsible for delays or failed deliveries caused by incorrect addresses supplied during checkout.

ARTICLE 12 – Ongoing Agreements

  1. Where applicable, Consumers may terminate ongoing agreements in accordance with applicable law.
  2. Fixed-term agreements will automatically end upon completion unless otherwise agreed in writing.

ARTICLE 13 – Payment

  1. Payment must be completed before an order is processed.
  2. Norlaya Home accepts the payment methods displayed during checkout.
  3. All payments are processed securely through trusted payment providers.
  4. If payment is declined or cannot be authorised, the order will not be processed.
  5. Norlaya Home reserves the right to cancel any order where fraudulent activity or unauthorised payment is suspected.

ARTICLE 14 – Complaints Procedure

  1. At Norlaya Home, customer satisfaction is our priority.
  2. If you have a complaint regarding your order or our service, please contact our Customer Support team before taking further action.
  3. Complaints should include:
  • Your order number.
  • A clear description of the issue.
  • Supporting photographs where applicable.
  1. Norlaya Home aims to respond to all complaints within 2 business days.
  2. If additional investigation is required, the Consumer will be kept informed of the progress until the matter has been resolved.
  3. If a complaint cannot be resolved directly, both parties retain all rights available under applicable consumer protection legislation.