Return & Refund Policy
This article explains Nori's return and refund policy for eligible purchases.
30-day return policy
If you are not satisfied with your Nori product, you may request a return within 30 days of the delivery date.
The delivery date is determined by the carrier's delivery confirmation.
Eligible products
This policy applies only to products purchased directly from Nori through the official Nori website.
Products purchased from third-party retailers, marketplaces, or authorized resellers must be returned through the original place of purchase and are subject to that retailer's return policy.
Return conditions
To be eligible for a return, your product must be returned in good condition and include all original components, accessories, power adapters, cables, frames, manuals, and packaging when reasonably possible.
Returned products must match the original order and device serial number.
Nori may refuse a return or reduce the refund amount if the returned product is damaged, missing components, shows signs of misuse, has a mismatched serial number, or is otherwise not returned in acceptable condition.
How to start a return
To start a return, contact Nori Support at support@heynori.com within 30 days of delivery.
Include your order number, the email address used for purchase, and the reason for return.
If your return is approved, Nori will provide return instructions and, where applicable, a prepaid return shipping label.
Returns sent without prior approval or a return authorization may not be accepted or refunded.
Return shipping
For approved returns, Nori may provide a prepaid return shipping label.
Original shipping fees are non-refundable unless the return is due to an error by Nori or a confirmed product defect.
You are responsible for ensuring that the returned product is properly packed and shipped. Please keep your return tracking information until your refund has been processed.
Refunds
Once Nori receives and inspects your returned product, Nori will notify you whether your refund has been approved.
Approved refunds will be issued to the original payment method used for the purchase.
Refunds are typically processed within 5 to 10 business days after the returned product is received and inspected. Your bank, card issuer, or payment provider may require additional time to post the refund to your account.
Exchanges
At this time, Nori does not offer direct exchanges. Nori only offers replacements for damaged, defective, or incorrect products.
For all other product changes, if you would like a different product, color, frame, or accessory, return your eligible product for a refund and place a new order.
Pre-orders
Pre-orders may be canceled for a refund before the order enters fulfillment.
Once a pre-order has entered fulfillment or has shipped, cancellation is not guaranteed. After delivery, eligible products may be returned under this Return & Refund Policy.
Bundles and split shipments
If your order includes a bundle, all physical products included in the bundle must be returned together to receive a full refund.
If your order shipped in multiple packages, you may need to return multiple items or packages as part of the same return.
Software subscriptions, protection plans, and other services are handled separately and may not require physical return.
Software subscriptions
Returning a Nori hardware product does not automatically cancel any software subscription, premium plan, AI service, or other digital service.
You are responsible for canceling any active subscription before the next renewal date if you do not want to be charged.
Subscription refunds, if any, are handled according to Nori's Payment Policy and applicable subscription terms.
App Store and Google Play purchases
If you purchased a Nori subscription through the Apple App Store or Google Play, billing, cancellation, and refund requests are handled by Apple or Google.
Nori cannot directly cancel, modify, or refund subscriptions purchased through the Apple App Store or Google Play.
Non-returnable items
Certain items may be non-returnable, including:
- Gift cards
- Used AI credits or service credits
- Personalized or customized products
- Products marked as final sale
- Products not purchased directly from Nori
Damaged, defective, or incorrect items
If your product arrives damaged, defective, or incorrect, contact Nori Support as soon as possible with your order number and photos or videos showing the issue.
Nori may offer a replacement, repair, refund, or other resolution depending on the situation.
Defective products may also be covered under the Product Warranty.
Lost or stolen return packages
If you use a Nori-provided return label, keep your tracking information until your refund has been processed.
Nori is not responsible for return packages that are lost before being scanned by the carrier or for products returned using an unapproved shipping method.
For return or refund questions, contact Nori Support at support@heynori.com.