Refund policy
Refund Policy
At Norumi, we want every product to feel thoughtful, useful, and carefully chosen for your cat and your home.
If something is not right with your order, please contact us first. We will always do our best to review the situation calmly and offer a fair solution.
Contact Email
For all return, refund, exchange, cancellation, or order issue requests, please contact us at:
Please include your order number and a short description of the issue.
Returns
Customers from the European Union have the right to withdraw from an online purchase within 14 days after receiving the goods, unless an exception applies under applicable law.
To request a return, please contact us within 14 days of receiving your order.
After your return request is approved, you will receive return instructions. Please do not send any product back before contacting us and receiving instructions from us.
To be eligible for a return, the item should be:
unused,
clean,
undamaged,
complete with all parts and accessories,
and returned in its original packaging where possible.
Returned items should be sent back within 14 days after we provide return instructions.
Return Shipping
Unless the product is damaged, defective, or incorrect, customers are responsible for the cost of return shipping.
We recommend using a tracked shipping method, as we cannot be responsible for return packages that are lost in transit.
Original standard shipping costs may be refunded where required by applicable consumer law. Additional shipping costs, upgraded shipping options, or non-standard delivery costs may not be refundable.
Damaged, Defective, or Incorrect Items
If your item arrives damaged, defective, incomplete, or different from what you ordered, please contact us as soon as possible at:
Please include:
your order number,
a short description of the issue,
clear photos or videos of the product,
photos of the packaging if relevant.
After reviewing the issue, we may offer a suitable solution such as a replacement, refund, partial refund, or another form of support.
If the issue is confirmed to be caused by damage, defect, or our error, you will not be responsible for return shipping costs unless otherwise required by applicable law.
Used or Damaged Returns
For pet hygiene and safety reasons, returned items must be handled with care and should not show signs of use beyond what is necessary to inspect the product.
If an item is returned used, dirty, damaged, washed, scratched, chewed, stained, covered in pet hair, exposed to food, water, litter, saliva, or returned incomplete, we may reduce the refund amount or refuse the return where permitted by law.
This does not affect your statutory rights if the product is faulty, damaged, or not as described.
Non-Returnable Items
Some items may not be eligible for return if they have been used or opened for hygiene and safety reasons, unless they are faulty or not as described.
This may include:
used pet toys,
used feeding products,
used water fountains,
used filters,
used pet beds,
used feeding mats,
used litter mats,
items damaged by pets,
items returned incomplete,
items returned without reasonable packaging protection.
Refunds
Once your return is received and inspected, we will notify you whether your refund has been approved.
If approved, the refund will be processed to your original payment method.
Please note that it may take several business days for your bank, card provider, PayPal, Klarna, or other payment provider to process and display the refund.
Refunds are usually processed within 14 days after we receive the returned item or receive proof that the item has been sent back, where required by applicable law.
Partial Refunds
In some cases, only a partial refund may be granted.
This may apply when:
the item shows signs of use,
the item is returned damaged,
parts or accessories are missing,
the original packaging is missing or heavily damaged,
or the item is not returned in the condition in which it was received.
Order Cancellations
If you wish to cancel an order, please contact us as soon as possible at:
If your order has not yet been processed or shipped, we may be able to cancel it and issue a refund.
If your order has already been processed or shipped, cancellation may no longer be possible. In that case, you may need to wait for the order to arrive and then request a return according to this Refund Policy.
Delivery Times and Delays
Estimated delivery times are shown during checkout and in our Shipping Policy.
Poland: most orders arrive within 7–17 calendar days.
European Union: most orders arrive within 8–21 calendar days, depending on the destination country, product availability, and local carrier handling.
These delivery times are estimates and may vary due to carrier delays, holidays, customs processing, incorrect delivery information, product availability, or circumstances outside our control.
If your order has not arrived after the estimated delivery window, please contact us at:
We will review the tracking information and help investigate the issue.
Lost or Missing Packages
If tracking information shows that your package was delivered but you have not received it, please first check with:
your local carrier,
your neighbors,
your building reception,
your parcel locker or pickup point,
and any safe delivery location near your address.
If you still cannot locate your package, please contact us and we will review the situation.
Incorrect Address or Failed Delivery
Customers are responsible for providing accurate and complete delivery information during checkout.
This includes full name, street address, apartment number, postal code, city, country, phone number, and email address.
If an order cannot be delivered because of an incorrect address, incomplete delivery details, failed delivery attempt, refusal to accept the package, or failure to collect the package, we may not be able to issue a full refund.
Additional shipping or handling costs may be deducted from any eligible refund.
Exchanges
We do not guarantee direct exchanges for all products.
If you would like a different color, size, or variant, please contact us. Depending on availability and the status of your order, we may suggest a return and a new order.
Products Used by Pets
Please remember that pet products can wear over time depending on your cat’s habits, activity level, chewing, scratching, and daily use.
Products should be checked regularly and replaced if they become damaged, unsafe, or heavily worn.
Normal wear and tear caused by regular pet use is not considered a product defect.
How to Start a Return
To start a return, please email us at:
Please include:
your full name,
order number,
email used for the order,
product name,
reason for return,
photos or videos if the item is damaged, defective, or incorrect.
We will reply with further instructions.
Please do not return any items without contacting us first.
Contact
Norumi
Email: hello.norumi@gmail.com
We aim to respond within 1–2 business days.