Refund policy

Returns & Refund Policy

Last updated: May 2026

1. Overview

At NORU, we believe you should be able to try our products with complete confidence. Our 30-Night Sleep Trial means you can experience the NORU floor futon in your own home, on your own terms, before committing fully. This policy explains your rights, our process, and what you can expect from us at every step.

2. The 30-Night Sleep Trial

Every NORU order is covered by our 30-Night Sleep Trial from the date of delivery.

We encourage you to sleep on your futon every night during this period. Your body needs time to adjust to a firmer sleep surface — most customers notice a genuine difference by night 3, but we give you the full 30 nights to be sure.

If at any point during those 30 nights you are not satisfied with your purchase for any reason, you are entitled to a full refund under the following conditions:

You must contact us within 30 days of your delivery date. We will arrange a free collection from your UK address at a time that suits you. You are not required to repackage the item in its original packaging. You pay absolutely nothing for the collection or the return. Once we receive and inspect the item, we will process your full refund within 5 to 10 business days to your original payment method.

There are no hidden fees, no restocking charges, and no questions asked.

3. Eligibility for the 30-Night Trial

To be eligible for our 30-Night Sleep Trial, the following conditions apply:

The trial applies to first-time purchases of each product only. The item must have been used under normal sleeping conditions. The item must not have been deliberately damaged or soiled beyond reasonable use. The return must be requested within 30 calendar days of your confirmed delivery date. The trial is available to customers with a UK delivery address only.

4. Returns After the 30-Night Trial Period

If you wish to return an item after the 30-night trial period has expired, we will accept returns up to 60 days from your delivery date under the following conditions:

You are responsible for the cost of return shipping. A standard return shipping fee of £15 will be deducted from your refund. The item must be in a reasonable and hygienic condition. Items returned after 60 days from delivery will not be eligible for a refund unless the item is faulty or defective.

To initiate a return after the trial period, please contact us at support@noruhome.com with your order number and reason for return. We will provide you with return instructions within 24 hours on business days.

5. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery at support@noruhome.com. Include your order number, a description of the issue, and clear photographs of the item and packaging.

We will offer you one of the following resolutions at no cost to you: a free replacement of the same item, a full refund to your original payment method, or a partial refund if you choose to keep the item in its current condition.

We will not ask you to return a damaged item unless strictly necessary, and we will never ask you to pay for return shipping in cases of damage, defect, or incorrect delivery.

6. Bundle Orders

If you purchased a bundle — for example, the futon together with the tatami mat or cover — the 30-Night Trial applies to the complete bundle as a whole. To receive a full refund on a bundle order, all items included in the bundle must be returned together. If you wish to return only one item from a bundle, we will refund the individual product price for that item, minus the bundle discount applied at the time of purchase.

7. How to Request a Return

To request a return or refund, please contact our customer support team at support@noruhome.com. Include the following information in your email: your full name, your order number, your delivery address, your reason for return, and photographs if the item is damaged or defective.

We aim to respond to all enquiries within 24 hours on UK business days. Once your return is approved, we will send you confirmation and arrange collection if applicable.

8. Refund Processing

Once we receive your returned item, we will inspect it and process your refund within 5 to 10 business days. Refunds are issued to the original payment method used at checkout. We are not able to issue refunds to a different card or account than the one used for the original purchase. If you paid using a Buy Now Pay Later service such as Klarna, your refund will be processed in accordance with that provider's policies.

Please note that your bank or card provider may take additional time to reflect the refund in your account. This is outside of our control.

9. Non-Returnable Items

The following items are not eligible for return or refund: items returned more than 60 days after delivery, items that have been deliberately damaged or are in an unsanitary condition, and items where the 30-Night Trial has been previously used on the same product by the same customer.

10. Your Legal Rights Under UK Consumer Law

This policy is offered in addition to your statutory rights under UK consumer law and does not affect them in any way.

Under the Consumer Rights Act 2015, you have the right to return goods that are faulty, not as described, or not fit for purpose within 30 days of purchase for a full refund. If a fault develops within the first 6 months of purchase, you are entitled to a repair, replacement, or refund. After 6 months, the burden of proof shifts to the consumer to demonstrate that the fault existed at the time of purchase.

Under the Consumer Contracts Regulations 2013, you also have the right to cancel your order within 14 days of receiving it without giving any reason. To exercise this right, you must inform us in writing at support@noruhome.com within the 14-day cancellation period. You will be responsible for the cost of returning the item unless it is damaged or defective.

11. Contact Information

For all returns, refund requests, or customer service enquiries, please contact us at:

Email: support@noruhome.com Website: noruhome.com Response time: within 24 hours on UK business days