Our Policies
Returns, refunds & the fine print
Our policies
We want you to love every piece you bring home. If something isn't quite right, here's exactly how it works — clear, fair, and always backed by Australian Consumer Law.
Refunds
30days
Full refund on full-priced stocked items within 30 days of purchase.
Exchanges
30days
Swap it for something else within 30 days, same conditions apply.
Sale & custom
Final
Sale-period purchases and custom-ordered pieces are final sale.
From Tuesday 11 August, while stock lasts
End of Line Sale terms
These terms apply to everything in the End of Line Sale, and to any item marked reduced, sale or clearance — online and in store. Read them alongside our returns and shipping information below.
Please choose carefully
Sale items can't be returned or exchanged for change of mind. Ask us anything before you buy — we're always happy to send extra photos or measurements.
01
The sale
The End of Line Sale runs from Tuesday 11 August while stock lasts.
Discounts are as marked, calculated from the price at which the item was most recently offered for sale by us.
All prices are in Australian dollars and include GST.
Sale pricing applies only to orders placed during the sale period. We don't apply sale pricing retrospectively, and we don't offer price adjustments if an item you've already bought is later reduced.
02
Stock
End of line stock is strictly limited. Once an item sells, it's gone — no restocks, rain checks, backorders or substitutions.
Adding an item to your cart does not reserve it.
Very occasionally an item sells simultaneously online and in store. If that happens we'll contact you and refund everything you've paid for that item, including any delivery charge attributable to it.
03
Returns & exchanges
Sale items cannot be returned or exchanged for change of mind. We're unable to offer a refund, exchange or credit note if you decide the item isn't the right colour, size or style for your space.
Please choose carefully, and get in touch before you buy if you have any questions about an item.
Your rights under Australian Consumer Law for faulty or misdescribed items always apply.
04
Shipping & collection
Standard shipping rates and timeframes apply, including complimentary standard shipping over $199 — standard homewares only, excluding bulky goods (furniture, rugs, mirrors, lighting, art and lockers).
Sale periods are busy. Please allow extra time for us to pick, pack and dispatch, and extra time in transit. Delivery timeframes are estimates only.
Bulky items are charged separate freight, calculated at checkout by destination and size, with longer delivery timeframes.
Free click and collect within two business days — 148 Burke Road, Malvern East for standard homewares, or our warehouse at 1939–1941 Malvern Road, Malvern East by appointment for furniture and large items. We'll email you when your order is ready; please collect within 14 days or contact us to make other arrangements.
Questions? Email info@norsu.com.au or call (03) 8840 8855.
Before you return
Three quick conditions
All returns and exchanges need to meet these three conditions. If any are unclear, just get in touch and our team will happily talk it through.
✓
Proof of purchase. An order confirmation or receipt is all we need to find your purchase in our system.
✓
Unused & original condition. The item is exactly as it arrived — unworn, unwashed, in its original packaging.
✓
Within the timeframe. Refunds and exchanges within 30 days of purchase. Sale, reduced and clearance items are final sale.
Ready to return
Start your return
Enter your order details below and our system will guide you through the rest. Most returns are reviewed within 1–2 business days.
The detail
Everything you need to know
01
Change of mind
Returns & exchanges
We get it — it can be hard to picture how something will look in your space. We want your shopping experience to be as easy as possible, which is why we're happy to offer full refunds and exchanges within 30 days of purchase, on full-priced stocked items.
All returns are subject to the conditions above, and to consumer guarantees under Australian Consumer Law.
02
Custom & non-stocked
Custom-ordered pieces
Custom and non-stocked pieces are made or ordered specifically for you, so unfortunately they can't be refunded once they've been placed with our supplier. These items are considered final sale.
If your custom piece arrives damaged or faulty, please get in touch immediately — your statutory rights under Australian Consumer Law always apply.
03
Damaged or incorrect
Something arrived wrong
Bummer — sometimes these things happen! If you receive a damaged item, a faulty item, or simply something you didn't order, please take a photo and email info@norsu.com.au as soon as your parcel arrives.
Our team will be in touch within 1–2 business days to make it right.
04
Sale period
Items bought on sale
Sale, reduced and clearance items are final sale — they can't be returned or exchanged for change of mind, and we're unable to offer a refund, exchange or credit note if the colour, size or style isn't right for your space. Sale items are clearly marked on the product page and at checkout, so you'll always know before you buy.
Please choose carefully and get in touch before you buy if you'd like extra photos or measurements. Faulty or misdescribed sale items are of course covered under your statutory consumer rights — just let us know.
Final sale
These categories can't be refunded for change of mind once they've been ordered with our supplier.
Furniture
Mirrors
Framed artwork
Lighting
Rugs
Pick-A-Wall products
Custom-made cushions
Sale items
Discount code exclusions
Our discount codes sadly can't be applied to the following brands, services and special items.
Robert Gordon Interiors
Ethnicraft furniture
Zenn Design stools
Original art
Kimmy Hogan
eStyling services
norsu Design services
Frank Green
norsu Cabin vouchers & stays
norsu gift cards
Still got a question
We're here to help
Unsure whether your item is eligible to return, or need a hand with the process? Our customer care team is online seven days and happy to walk you through it.
