Refund policy
We have a 7-day return policy, which means you have 7 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at shop@norbauer.com. Please note that returns will need to be shipped, at your expense, to our workshop in California.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at shop@norbauer.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as bespoke or special orders or personalized items).
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds on returned items
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please note that it can take some time for your bank or credit card company to process and post the refund—up to two weeks in some cases. Original shipping costs (including any shipping assurance fees) are non-refundable.
Refunds on preorder items, ready-to-type builds, and waitlist deposits
All preorder prices include a 10% non-refundable deposit. This helps limit our risk when manufacturing an item on your behalf, and it signifies your commitment to follow through on your order. This deposit is non-refundable in the event of cancellation or return of your order. Similarly, waitlist deposits are non-refundable in the event of cancellation and/or non-payment of the remaining waitlist item balance.