At Normal Estate, we do not accept returns or refunds.
We only accept exchanges under the conditions outlined below.

Exchange Period

Our exchange policy is valid for 3 days from the date your order is received.
If more than 3 days have passed, we are unable to offer an exchange.

Exchange Eligibility

To be eligible for an exchange, items must:

•⁠ ⁠Be unused and in the same condition as received
•⁠ ⁠Be returned in the original packaging
•⁠ ⁠Be accompanied by proof of purchase (receipt or order confirmation)

To help us assess the condition of your order, customers are required to provide a clear unboxing video, recorded from the moment the package is first opened, showing the item in its original condition upon arrival.

Items Not Eligible for Exchange

The following items are not eligible for exchange:

•⁠ ⁠Sale items
•⁠ ⁠Gift cards

We only replace items if they are defective or damaged upon arrival.
If you believe your item is eligible for an exchange, please contact us at hello@normalestate.com
within 3 days of receiving your order. Our team will assist you with the next steps.

Please do not send items back without contacting us first.

Gifts

If an item was marked as a gift and shipped directly to you, an approved exchange will be issued as store credit equal to the value of the item.

If the item was not marked as a gift, the exchange or store credit will be issued to the original purchaser.

Shipping for Exchanges

To initiate an exchange, please contact us at hello@normalestate.com. Return instructions and shipping details will be provided by our team.

Customers are responsible for all return shipping costs. Shipping fees are non-refundable.

Delivery times for exchanged items may vary depending on location.

For items valued over IDR 500,000, we strongly recommend using a trackable shipping service or shipping insurance. Normal Estate cannot guarantee receipt of returned items without tracking.

Shipping Insurance

All domestic shipments within Indonesia are insured through our logistics partners (SiCepat, Grab, or AnterAja) to ensure safe delivery.