RETURNS & REFUNDS
We're not happy unless you're happy and we understand that sometimes things don't work out.
We want to make the return & refund process as smooth as possible, because we really do value you as a customer
RETURNS
For goods to be returned we must be advised within 7 days of receiving your item and must include customer details and/or copy of receipt.
It must be returned in its original, new and unused condition. Please ensure the rug is packaged in such a way to prevent any damage to it.
Return goods to be sent to the Norca Rug Company
C/- 248 Oxford Street, Levin.
Return freight
​Costs are at customers expense and will not be refunded unless in the case of faulty products.
In the event your order arrives damaged, please take photos and send to us at norcarugs@gmail.com as soon as possible. We address these on a case-by-case basis but will try our best to work towards a satisfactory solution.
Exchanges
Exchanges can be made within 7 days of receipt of goods. Please advise of your requirements before returning original order to ascertain that we are able to accommodate your exchange request.
Cancellations
Cancellations or changes to an order can be made up to 3 hours after you receive your order confirmation. Please contact us immediately to make the changes.
REFUNDS
Once your returned item has been received and inspected, we will advise you by email whether or not it has been accepted for refund. If accepted, refunds will be processed in the original method of payment to make the purchase.
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If you haven’t received your refund within 10 days of our email, please contact your bank or credit card company as there is often a processing delay.
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Only regular priced items can be refunded.
We regret sale and clearance items can not be refunded unless faulty.
Please be aware that we will not exchange items at our expense where variations in their appearance varies from those seen in our store or online store.