Refund policy

Refund, Returns and Exchange Policy

Last updated: 3 June 2026

This policy applies to orders placed through Norman Harvey at https://normanharvey.com.

We want returns and refunds to be handled clearly and fairly. Please read this policy before sending any item back to us.

This policy applies to customers in Australia, New Zealand, Canada, the United States, the United Kingdom and Germany. Nothing in this policy limits any consumer rights you may have under applicable consumer protection laws.

1. Contact us before returning an item

Before sending anything back, please contact us first:

Email: support@normanharvey.com

Please include:

  • your order number

  • the email address used for the order

  • a clear description of the issue

  • photos or video if the item is damaged, faulty, incorrect, or missing parts

Please do not return items to the manufacturer, supplier, courier, or warehouse without written instructions from us. Returns sent without approval may be delayed or may not be accepted.

Unless we provide a different return address for your specific order, approved returns should be sent to:

Norman Harvey Returns
5/1 Water Street
Hornsby NSW 2077
Australia

2. Damaged, faulty, incorrect, or missing items

If your item arrives damaged, faulty, incorrect, or missing parts, contact us as soon as possible.

For fastest service, please contact us within 7 days of delivery and include photos or video showing the issue. If you discover a fault later, contact us as soon as you reasonably can.

Depending on the issue, we may offer one or more of the following:

  • replacement

  • resend of missing parts

  • repair solution where suitable

  • partial refund

  • full refund

We may ask you to return the item before we can complete the refund or replacement. If the issue is confirmed as our error, faulty, damaged in transit, or incorrectly supplied, we will provide return instructions and will either provide a prepaid return option or reimburse reasonable approved return postage where required.

3. Change-of-mind returns

For eligible change-of-mind returns, you must contact us within 30 days of delivery.

To be eligible, the item must be:

  • unused

  • undamaged

  • in the same condition you received it

  • in its original packaging where reasonably possible

  • complete with all accessories, manuals, parts, and packaging supplied with the item

For change-of-mind returns, the customer is responsible for return shipping costs. Original shipping charges, upgraded shipping charges, express shipping charges, customs fees, duties, taxes, and insurance are not refundable unless required by law.

We recommend using a tracked postal or courier service. We are not responsible for return parcels that are lost or damaged before they reach us.

4. United Kingdom and Germany online cancellation rights

For customers in the United Kingdom and Germany, you may have legal cancellation or withdrawal rights for online purchases.

You generally have 14 days from the day you receive your order to tell us you want to cancel your purchase. After telling us, you generally have another 14 days to send the item back.

To cancel, email support@normanharvey.com with your order number and a clear statement that you wish to cancel the order.

For these cancellation returns, you are responsible for the direct cost of return shipping unless the item is faulty, damaged, incorrect, or we are required by law to cover the return cost.

Returned items must be handled only as necessary to inspect them. If an item is used, damaged, incomplete, or returned in a condition beyond normal inspection, we may reduce the refund where allowed by law.

5. Non-returnable items

Some items cannot be returned for change of mind unless they are faulty, damaged, incorrect, or required to be accepted by law.

Non-returnable items may include:

  • gift cards

  • downloadable or digital products

  • personalised or custom-made products

  • opened personal-care, hygiene, sanitary, or intimate items

  • perishable items

  • hazardous materials, flammable liquids, or gases

  • items clearly marked as final sale where this is allowed by law

Sale or discounted items are still covered if they are faulty, damaged, incorrect, or otherwise protected by consumer law.

6. Exchanges

We replace items if they are defective, damaged, incorrect, or missing necessary parts.

If you need an exchange for the same item, email support@normanharvey.com before returning anything.

For change-of-mind exchanges, the item must meet the change-of-mind return conditions above. The customer is responsible for return shipping and any price difference.

7. Order cancellations

If you want to cancel an order, contact us as soon as possible at support@normanharvey.com.

We can usually cancel and refund an order only before it has been processed, packed, dispatched, customised, or sent to a fulfilment partner.

Once an order has been processed or shipped, it may need to be handled as a return after delivery.

Personalised, custom-made, preorder, or specially sourced items may not be cancellable once processing has started, unless required by law.

8. Delayed, lost, or undelivered parcels

If your order appears delayed, contact us and we will help investigate with the carrier or fulfilment partner.

If tracking shows the parcel is still in transit, we may need time to investigate before a refund or replacement can be approved.

If a parcel is confirmed as lost, materially delayed, or not delivered due to a shipping issue outside your control, we may offer a replacement, resend, refund, or another suitable remedy.

If tracking shows the parcel was delivered but you did not receive it, contact us as soon as possible. We may ask you to check with household members, neighbours, the courier, local postal office, building reception, parcel locker, or delivery location. We may also ask for written confirmation from the carrier or postal service where needed.

We may not be able to refund or replace orders where the parcel was not received because of an incorrect address supplied by the customer, refusal of delivery, failure to collect the parcel, customs refusal, or failure to respond to carrier instructions.

9. Returning the item

Approved returns must be sent back within 14 days after we approve the return, unless we agree otherwise in writing.

Please pack the item securely. Include your order number inside the package if possible.

Do not send returns by cash-on-delivery or postage-due methods. We cannot accept parcels that require payment on delivery.

10. Refund processing time

Once your return is received, we will inspect it and notify you by email whether the refund has been approved.

For most approved returns, please allow up to 10 business days after we receive the returned item for inspection and processing.

Once approved, the refund will be sent back to your original payment method. After we issue the refund, your bank, card provider, PayPal, or payment provider may take additional time to make the funds available in your account.

For United Kingdom and Germany legal cancellation or withdrawal returns, we will process the refund within the time required by applicable law after we receive the returned goods or receive acceptable evidence that the goods have been sent back.

11. Partial refunds or refused returns

We may offer a partial refund or refuse a return if:

  • the item is returned used, damaged, incomplete, or not in original condition for reasons not caused by us

  • accessories, manuals, parts, packaging, or gifts included with the product are missing

  • the return is sent after the approved return period

  • the product was damaged by misuse, neglect, modification, incorrect installation, or failure to follow instructions

  • the item was returned without contacting us first

This does not limit your rights for faulty, damaged, incorrect, or misdescribed products under applicable consumer laws.

12. Late or missing refunds

If we have confirmed that a refund has been issued but you have not received it yet:

  1. Check your bank, card, PayPal, or payment account again.

  2. Contact your card provider or payment provider, as processing times can vary.

  3. Contact your bank, as there may be processing time before the refund appears.

If you have done this and still have not received the refund, contact us at support@normanharvey.com.

13. Questions

For return, refund, cancellation, or exchange questions, contact:

support@normanharvey.com