Refund Policy

Refund Policy

Effective Date: June 2026

At Norlan, we want you to be completely satisfied with your purchase. This Refund Policy explains your rights and options for returning products purchased through our EU store.

This policy includes:

  • Your statutory EU right of withdrawal (14 days)
  • Norlan’s extended voluntary commercial return policy (15–30 days)
  • Procedures for damaged or defective deliveries
  • Your statutory legal guarantee of conformity (2 years)

1. Statutory EU Right of Withdrawal (14 Days)

As a consumer within the European Union, you have the statutory right to withdraw from your purchase contract within 14 calendar days, without providing any reason.

The withdrawal period expires 14 days from the day on which you, or a third party other than the carrier designated by you, acquires physical possession of the goods.

How to Exercise Your Right of Withdrawal

To exercise your right of withdrawal, you must inform us of your decision to withdraw by an unequivocal statement.

You may do this by:

To meet the withdrawal deadline, it is sufficient for you to submit your withdrawal request before the 14-day withdrawal period expires.

Return Shipping, Tracking, and Proof of Shipment

You must send back the goods without undue delay and no later than 14 days after informing us of your withdrawal.

The deadline is met if you dispatch the goods before the 14-day return period expires.

You are responsible for the direct cost of returning the goods to us.

To help us process your return efficiently, we strongly request that you provide:

  • carrier name
  • shipment date
  • return tracking number
  • proof of shipment

Please email this information to contact@norlanglass.com as soon as your return shipment has been dispatched.

While not legally required to exercise your withdrawal right, failure to provide tracking information or proof of shipment may delay refund processing until the returned goods physically arrive at our warehouse.

If you arrange your own return shipping, we strongly recommend using a tracked and insured shipping service and retaining proof of shipment.

You are responsible for packaging returned goods appropriately to help prevent damage during transit, including using sufficient protective materials and secure packaging.

Effects of Withdrawal and Refund Processing

If you validly withdraw from this contract, we will reimburse all payments received from you, including the cost of standard delivery.

This excludes supplementary delivery costs arising from your choice of a delivery method other than the least expensive standard delivery option offered by us.

Refunds will be issued using the same payment method used for the original transaction unless otherwise agreed.

You will not incur any fees as a result of reimbursement.

We may withhold reimbursement until we have:

  • received the returned goods, or
  • received evidence that you have sent back the goods

whichever occurs first, in accordance with applicable EU consumer law.

Upon physical receipt at our warehouse, returned goods may be inspected to assess condition, completeness, and any diminished value caused by handling beyond what is necessary for inspection.

Where inspection identifies diminished value, applicable deductions may be made from the refund as permitted by law.

Refunds are processed without undue delay and no later than 14 days from the date we are informed of your withdrawal, subject to the withholding rights described above.

Diminished Value and Used Goods

You are only liable for any diminished value of the goods resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods.

Important Note Regarding Drinkware

For Norlan drinkware, handling necessary to establish the nature, characteristics, and functioning of the goods generally includes:

  • visual inspection
  • reasonable physical examination

This should be comparable to what would be permitted in a physical retail environment.

This does not generally include:

  • drinking from the product
  • prolonged handling
  • washing
  • repeated use
  • any use beyond what is necessary for inspection

Because Norlan products are drinkware intended for direct contact with the mouth, returned goods showing evidence of:

  • beverage use
  • saliva or bodily fluid exposure
  • liquid residue
  • water spots from washing
  • odor
  • staining
  • residue buildup
  • other sanitation concerns

may pose significant hygiene and consumer safety risks.

In such cases, the goods may be impossible to safely resell and may have suffered substantial or total diminished value.

Where appropriate, we reserve the right to deduct diminished value from your refund, up to the full purchase price of the returned item.

2. Norlan Extended Commercial Return Policy (15–30 Days)

In addition to your statutory rights, Norlan voluntarily offers an extended commercial return window.

If 15 to 30 days have passed since delivery, you may request a return under the following commercial conditions.

Condition of Goods

Items returned under this extended policy must be:

  • completely unused
  • unwashed
  • in the exact same condition received

The returned item must include:

  • all original packaging
  • inserts
  • accessories
  • protective materials
  • all product components

All packaging and components must be returned in undamaged condition.

Return Merchandise Authorization (RMA)

Items returned under this policy must be accompanied by a valid Return Merchandise Authorization (RMA).

Please contact:

contact@norlanglass.com

to obtain an RMA before shipping the return.

Restocking Fee

Returns submitted under Norlan’s voluntary extended commercial return policy that do not comply with required return procedures, including obtaining a valid RMA, may be subject to a restocking fee of up to 20%.

Shipping Costs

Under this voluntary extended commercial return policy:

  • original outbound shipping costs are non-refundable
  • return shipping costs are the customer’s responsibility

Sale Items

This extended commercial return policy does not apply to sale items.

Sale items may only be returned if:

  • covered by the statutory 14-day withdrawal right, or
  • defective

3. Damaged or Defective Deliveries (Transit Damage)

Please inspect your items promptly upon receipt.

If merchandise is damaged during transit, please notify us as soon as possible at:

contact@norlanglass.com

Ideally within 48 hours of delivery.

You may be asked to provide:

  • photographs of damage
  • packaging photos
  • shipping label photos
  • original packaging retention

Reporting transit damage within 48 hours helps us process carrier claims efficiently; however, failure to notify us within this timeframe does not limit your statutory legal rights under applicable consumer protection law.

4. Statutory Legal Guarantee of Conformity (2 Years)

Under EU consumer law, you benefit from a statutory 2-year legal guarantee of conformity.

We are liable for any lack of conformity that:

  • existed at the time of delivery, and
  • becomes apparent within two years

If your product is defective, you may be entitled to:

  • repair
  • replacement
  • price reduction
  • cancellation of the contract

depending on the circumstances and applicable law.

Product Characteristics and Exclusions

Norlan products are precision-crafted premium glassware, including hand-blown and double-walled borosilicate designs.

Please note that minor variations in:

  • size
  • shape
  • color
  • internal bubble patterns
  • wall thickness
  • weight

are natural characteristics of artisanal glass production and do not constitute a defect or lack of conformity unless they materially affect the intended performance of the product.

The statutory legal guarantee does not cover damage resulting from:

  • accidental drops or impact damage
  • improper storage or handling
  • misuse or use inconsistent with intended product use
  • failure to follow care or product instructions
  • dishwasher use where handwashing is recommended
  • thermal shock or rapid temperature changes
  • forceful insertion of ice, stones, or other hard objects into the glass
  • normal wear and tear after delivery

For example, certain Norlan products, including the double-walled Norlan Whisky Glass, are designed to be lightweight and thermally insulating but may be susceptible to damage if exposed to excessive force, impact, or sudden temperature differentials.

Damage caused by such post-delivery misuse, accidental breakage, or failure to follow care instructions does not constitute a manufacturing defect or lack of conformity under this guarantee.

Reporting a Defect

To report a defect or lack of conformity, please contact:

contact@norlanglass.com