Return & Refund Policy

Last Updated: 06/29/2026

At Norkaya, we want you to be overjoyed with your new purchase. If for any reason you are unsatisfied with a product, you can notify us via the contact form on our Contact Us page, and our team will provide all of the details for initiating a return.

1. Return Policy Matrix

We categorize our returns into distinct streams based on your location and the nature of the return:

2. Return Pathways & Core Parameters

We accept returns on eligible items within 30 days from the delivery or pick-up date. The products must be physically received back at our warehouse before this 30-day window expires.

Return Logistics Options

• Assisted Return (Limited Availability): If you are within our carrier fulfillment area, you can request an assisted return. The carrier will collect the order via a curbside collection only. A logistical deduction equivalent to the standard outbound shipping fee will be reduced from your product refund. Additional fees may be applicable if extra services are required. Please contact our team to see if you are within the fulfillment area.
• Regular Return: If you are outside of the fulfillment area, you may return your order independently. The return shipment needs to be independently arranged, and all associated costs must be covered by the customer.

3. Product Condition & Packaging Criteria

To qualify for a refund, returned items must strictly meet our warehousing inspection guidelines:

• Like-New State Mandate: We are only able to accept returned items that are in like-new condition. This means that products with any scratches, stains, damages, or modifications cannot be returned. Returns received past 30 days from the date of receipt and/or not received in original condition cannot be refunded.
• Original Packaging Requirement: All items must be returned completely in their original manufacturer packaging.
• Order Identification: In order to process your return as quickly as possible, your order number must be clearly marked on all boxes for our warehouse team.
• Permanently Non-Refundable Fees: Shipping charges are non-refundable. Standard Shipping, Express Shipping, and White Glove Delivery Service charges from the original order are not able to be refunded once these services have been provided by the carrier.
• Exclusion Zones: We do not accept any returns or exchanges on custom and special order furniture, non-stock items, polycarbonate, and any part(s) orders.

4. Reporting Damaged or Defective Items

We stand behind the quality of products we sell. While cases are rare, damages and defects do happen once in a while. To execute a valid claim, you must adhere strictly to the following reporting protocol:

• Immediate Inspection: Inspect your items thoroughly upon delivery. If you need to store your items for an extended period of time, such as during construction or renovation, please be sure to inspect the product before moving them into storage, as the 3-day claims window will still apply.
• BOL Annotation: If damage is noted, accept the delivery and sign off with the carrier explicitly stating "damaged upon arrival".
• The 3-Day Claim Gate: To file a claim, log into your account, select Claims, and select "Create a New Claim" to complete the web form. Claims received in excess of 3 calendar days beyond delivery will not be accepted. Clear photographs must be attached to your claim within the same 3 calendar days.
• Photographic Requirements: You must provide clear photographs of the item and its packaging. If the affected piece is an upholstered product, you must photograph the white shipping label located on the underside of the product.
• Partial Refusal Rule: If an item or part is structurally damaged and completely unusable, refuse delivery of the damaged item or part only. Do not refuse undamaged items or parts; you are responsible for all redelivery costs, including but not limited to storage fees.
• Resolution Discretion: We will send a replacement via Standard Shipping, offer a blemish discount, or offer local repair reimbursement at our discretion. In the event of a replacement, items with structural damage and/or determined unusable will be fully replaced with an in-stock item where possible; items with aesthetic blemishes will be subject to a custom order replacement. The customer may be responsible for any labor and/or shipping of parts.
• Replacement Adjustments: If you accept a replacement order but later wish to cancel it in favor of a different resolution, we cannot guarantee stopping the shipment, and return fees may be incurred.
• Client Non-Compliance: If you do not accept any of our offered solutions to the case, you will be responsible for the safe return of the item(s) under our standard return policy. In the event we deem all resolution attempts have failed, we reserve the right at any time to cancel and refund the damaged or defective item in full, less all associated shipping charges.
• Usage Limitations: Our furniture is for indoor use only, unless explicitly specified. As such, we will not cover the costs for damaged or defective items in the event that the furniture was made damaged or defective as a result of customer negligence.

5. Order Cancellations & Mid-Transit Intercepts

• Cancellation - Unshipped: You can cancel your order for a full refund before the order is set up for shipment. Please note that this does not apply to Custom Orders.
• Cancellation - Shipped: You can cancel your order once it has been set up for shipment; however, please be aware that a 20% restocking fee alongside the costs of both outbound and return shipping will be reduced from your final refund amount. This option does not apply to Custom Orders.
• Cancellation - Custom Orders: Once a custom order has entered production and moved to 'In Production' status, all costs of production have been incurred. Therefore, a cancellation is no longer possible and the balance paid cannot be refunded. If you have already received your order, a cancellation is no longer available.
• Voucher & Discount Rules: If a cancelled order contains a voucher, this voucher is considered void and will not be reinstated. If an order is cancelled from which a voucher was generated, the refund amount will be adjusted accordingly.

6. Refunds Processing

• Payment Method Restrictions: Refunds can only be issued via the method of the original purchase. If the original method of payment is no longer available, we will issue a store credit equal to the amount of the refund.
• Processing Timeline: Once issued, it may take up to 5 business days for the credit to appear on your statement. Our Company cannot be held responsible for any third-party banking costs.

7. Final Sale Policy

• As-Is Status: All items marked as "Final Sale" are non-refundable and cannot be exchanged for other items, as they are sold in the condition as-is.
• Policy Exemption: Final Sale items are completely exempt from regular store return and refund policies.
• Limited Warranty Shield: Final Sale items are not covered by our usual multi-year warranty, but are instead covered strictly for 90 calendar days. Absolutely no exceptions will be made for Final Sale items.