Refund policy

RETURN & REFUND POLICY

Last updated: 23 September 2026

At Norvell Brane, we are committed to providing high-quality products and a fair, transparent shopping experience. This Return & Refund Policy applies to purchases made through norvellbrane.store.

Nothing in this policy is intended to exclude, restrict or modify any rights or remedies that cannot lawfully be excluded under the Australian Consumer Law (ACL).

1. Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.

You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Consumer guarantees apply automatically and are separate from any additional return, exchange or warranty policy offered by Norvell Brane.

There is no fixed store-imposed time limit that removes your rights under the Australian Consumer Law where a product fails to meet a consumer guarantee.

2. Consumer Guarantees

Products sold by Norvell Brane must meet the consumer guarantees required by Australian law.

This includes requirements that goods:

are of acceptable quality;
are safe, durable and free from defects, taking into account the nature and price of the goods;
are fit for their normal purpose;
are fit for any particular purpose that you made known to us before purchasing, where applicable;
match their description;
match any sample or demonstration model where applicable;
come with clear title and ownership rights; and
comply with any applicable express warranties or promises made by us.

Your rights under the Australian Consumer Law cannot be removed or reduced by this policy.

3. Change-of-Mind Returns

In addition to your statutory rights, Norvell Brane offers a 30-day change-of-mind return period.

You may request a change-of-mind return within 30 days from the date your order is delivered.

To qualify for a change-of-mind return, the product must:

be unused and unworn;
be unwashed;
be in its original condition;
have all original tags attached, where supplied;
be returned with its original packaging where reasonably possible; and
have valid proof of purchase.

Products showing signs of wear, washing, alteration, misuse, damage or use beyond what is reasonably necessary to inspect the product may not qualify for a change-of-mind return.

This section does not limit your rights where an item is faulty, defective, unsafe, incorrectly described or otherwise fails to meet a consumer guarantee.

4. Change-of-Mind Exclusions

For hygiene and safety reasons, we may not accept change-of-mind returns for:

underwear;
opened or worn intimate garments;
earrings or pierced jewellery that has been removed from sealed hygiene packaging;
products marked as final sale where the restriction relates only to change-of-mind returns;
gift cards; or
personalised or custom-made products.

These exclusions apply only to voluntary change-of-mind returns.

They do not exclude or restrict any rights you may have under the Australian Consumer Law if a product is faulty, unsafe, not as described or otherwise fails to meet a consumer guarantee.

5. Faulty, Damaged or Incorrect Products

Please contact us as soon as reasonably possible if you believe that your product:

is faulty or defective;
is unsafe;
arrived damaged;
is substantially different from its description;
is different from the product ordered;
is not fit for its intended purpose; or
otherwise fails to meet a consumer guarantee.

Contact:

Email: contact@norvellbrane.store
Website: norvellbrane.store

Please include, where reasonably available:

your order number;
your name;
a description of the issue; and
photographs or videos that may help us understand the problem.

Providing photographs or videos may assist us in assessing the issue, but your statutory consumer rights are not automatically lost simply because photographic evidence is unavailable.

Norvell Brane may reasonably inspect or assess a returned product before determining the appropriate remedy.

6. Major Failures

A product may have a major failure under the Australian Consumer Law where, for example:

a reasonable consumer would not have purchased it had they known about the problem;
it is substantially unfit for its normal purpose and cannot easily be fixed within a reasonable time;
it is substantially unfit for a purpose made known to the supplier and cannot easily be fixed;
it is significantly different from its description, sample or demonstration model; or
it is unsafe.

Where there is a major failure, you may be entitled to choose between:

a refund; or
a replacement with goods of the same type and similar value, where reasonably available.

You may also be entitled to compensation for reasonably foreseeable loss or damage resulting from the failure.

7. Minor Failures

Where a product does not meet a consumer guarantee but the failure is not major and can be remedied, Norvell Brane may choose an appropriate remedy, such as:

repairing the product;
replacing the product; or
otherwise remedying the problem within a reasonable time.

If we fail or refuse to remedy the problem within a reasonable time, additional remedies may become available to you under the Australian Consumer Law.

8. Sale and Promotional Items

Products purchased during a sale, discount, promotion or clearance remain protected by the Australian Consumer Law.

A discounted price does not remove your rights where a product is faulty, unsafe, incorrectly described or otherwise fails to meet a consumer guarantee.

If a product was discounted because of a specific defect that was clearly disclosed to you before purchase, you may not be entitled to a remedy for that particular disclosed defect. Your rights may still apply to other faults or problems.

Voluntary change-of-mind returns for sale items remain subject to the eligibility requirements stated in this policy.

9. Proof of Purchase

We may request reasonable proof of purchase before processing a return, replacement or refund.

Acceptable proof may include:

an order confirmation;
an electronic receipt;
an order number;
a payment record;
a credit or debit card statement; or
another document reasonably demonstrating that the product was purchased from Norvell Brane.

A paper receipt is not necessarily required where another reasonable form of proof of purchase is available.

10. Original Packaging

For claims involving faulty or non-compliant goods under the Australian Consumer Law, a product does not have to be returned in its original packaging for you to exercise your statutory rights.

Original packaging may, however, be required as part of our voluntary change-of-mind policy where reasonably applicable.

11. Return Shipping — Faulty Products

For products that can reasonably be posted or returned, you may be asked to return the product to us for assessment.

If the product is confirmed to have a problem covered by the Australian Consumer Law, Norvell Brane will reimburse reasonable return postage or transportation costs you have incurred.

Please keep receipts or other evidence of reasonable return shipping expenses.

Where goods cannot reasonably be returned without significant cost because of their nature, size, the nature of the fault or another relevant circumstance, we will arrange collection at our expense where required by Australian law.

12. Return Shipping — Change of Mind

For voluntary change-of-mind returns, the customer is responsible for return shipping costs unless we expressly agree otherwise.

Original delivery charges are generally not refundable for a change-of-mind return, except where otherwise required by law.

We strongly recommend using a trackable shipping service for voluntary returns. Norvell Brane is not responsible for change-of-mind return parcels lost in transit before they are received by us.

13. Refunds

Once an approved return has been received and assessed, we will process the applicable refund.

Where the Australian Consumer Law requires a refund for a major failure, the refund will be for the amount paid for the affected product.

A statutory refund will not be replaced with store credit unless you voluntarily choose to accept store credit instead.

Approved refunds will generally be issued to the original payment method where reasonably possible.

The time taken for the refunded amount to appear in your account may depend on your bank, card issuer or payment provider.

14. Exchanges

Where an exchange is available, the replacement product will be subject to stock availability.

If an appropriate replacement required under the Australian Consumer Law is not reasonably available, another remedy, including a refund where legally required, may apply.

For voluntary change-of-mind exchanges, availability cannot be guaranteed.

15. Incorrect Size or Fit

Choosing an incorrect size or deciding that the fit is unsuitable will generally be treated as a change-of-mind return unless:

the product measurements or description supplied by Norvell Brane were materially inaccurate;
the incorrect size was sent; or
the product otherwise fails to comply with a consumer guarantee.

Eligible change-of-mind size returns must comply with the conditions in Section 3.

16. Incorrect Items

If you receive a product different from the product you ordered, please contact us at contact@norvellbrane.store.

Where the error was made by Norvell Brane or a fulfilment provider acting on our behalf, we will provide an appropriate remedy and will not require you to bear reasonable costs associated with correcting our error.

17. Orders Damaged in Transit

If your order arrives damaged, contact us as soon as reasonably possible.

Where transit damage causes the goods to fail to meet a consumer guarantee, your rights under the Australian Consumer Law apply regardless of any voluntary return period stated elsewhere in this policy.

18. Products Lost During Delivery

If your order has not arrived within the expected delivery period, contact us at contact@norvellbrane.store so that we can investigate the shipment.

Where goods paid for cannot be supplied or delivered as agreed, we will provide any remedy required under applicable Australian law.

19. Refusing a Return

We may refuse a voluntary change-of-mind return if it does not satisfy the conditions of this policy.

However, we will not refuse a remedy where doing so would unlawfully restrict your rights under the Australian Consumer Law.

Nothing in this policy allows Norvell Brane to refuse an ACL remedy solely because:

an item was purchased on sale;
the original packaging is unavailable;
a voluntary return period has expired;
the manufacturer’s warranty has expired; or
the manufacturer rather than Norvell Brane caused the fault.

20. Manufacturer Warranties

Any manufacturer or voluntary warranty is additional to, and does not replace, your Australian Consumer Law rights.

Where you purchased the product from Norvell Brane, we will not require you to deal exclusively with the manufacturer where Norvell Brane is responsible for providing a remedy under Australian consumer law.

21. Misuse, Accidental Damage and Normal Wear

Consumer guarantees may not require a remedy where the problem was caused by:

abnormal use;
misuse;
accidental damage occurring after delivery;
failure to follow reasonable care instructions;
unauthorised alterations; or
normal wear and tear consistent with the nature and expected lifespan of the product.

This does not affect rights relating to an independent defect or failure for which Norvell Brane remains legally responsible.

22. How to Request a Return

To begin a return request, contact:

Norvell Brane
Email: contact@norvellbrane.store
Website: norvellbrane.store

Please provide your order number and the reason for the return.

We will provide appropriate return instructions based on your circumstances.

Please do not send a voluntary change-of-mind return to an address obtained from a shipping label without first checking the applicable return instructions, as fulfilment and return locations may differ.

This administrative process does not limit any statutory right you have under Australian law.

23. Return Processing

We aim to assess returned products within a reasonable period after receiving them.

Assessment times may vary depending on the nature of the product and the issue reported.

We will not intentionally delay an assessment in a way that unreasonably prevents a consumer from exercising their rights.

24. Refund Processing

Once a refund has been approved, it will be submitted to the relevant payment method as soon as reasonably practicable.

Financial institutions and payment providers may require additional processing time before funds become visible in your account.

25. Fraudulent or Abusive Claims

Norvell Brane reserves the right to investigate suspected fraudulent, deceptive or abusive return activity.

We may take reasonable steps to protect the business against fraudulent claims.

Nothing in this section permits us to deny a legitimate consumer guarantee claim or any other right protected by Australian law.

26. International or Overseas Fulfilment

Some orders may be fulfilled or dispatched using suppliers, warehouses or logistics providers located outside Australia.

This does not remove applicable rights of Australian consumers under the Australian Consumer Law where Norvell Brane offers and sells products directly to Australian consumers.

27. Changes to This Policy

We may update this Return & Refund Policy from time to time to reflect operational, legal or regulatory changes.

Any amendment to this policy will not retrospectively remove statutory rights that already apply to a purchase.

The latest version will be published on norvellbrane.store with its effective date.

28. Contact Us

For questions, returns or refund requests, contact: