Refund policy

Refund & Return Policy

Please read this policy carefully before making a purchase. We want you to be completely satisfied with your Norvellaire order.

30 Day Money Back Guarantee

We offer a 30 day money back guarantee from the date you receive your order. If you are not completely satisfied, you are welcome to submit a return request within this window, provided your order meets the eligibility requirements below.

Return Eligibility Requirements

To qualify for a return and refund, your request must meet all of the following conditions:

  • Return request is submitted within 30 days of receiving your order.
  • Your order number or proof of purchase must be provided.
  • Clear photos of the item must be submitted showing it is in new, unused condition, identical to how it was received.
  • The item must be returned clean, undamaged, and free from any signs of use.
  • All original components must be intact and fully functional.
  • The item must be neatly packaged back into its original packaging, including all accessories, inserts, instructional materials, and any other items originally included with your order.
  • All original packaging must be intact and undamaged.

We encourage you to try your order. However, any signs of prolonged use, visible wear, or damage beyond reasonable testing will not qualify for a return. Returns that do not meet these conditions may be sent back to you at your expense.

How To Submit A Return Request

All returns must be approved by Norvellaire before sending any item back.

To initiate a return, contact us at info@norvellaire.com with your order number, reason for return, and clear photos of the item and packaging.

Once your return request is approved, you will receive instructions on how and where to send your package. Your order number must be included with your return so we can identify your parcel.

Any return received without a valid order number will be rejected. Items sent back without prior approval will not be accepted or refunded.

Return Shipping

All return shipping costs are the responsibility of the customer. Norvellaire will not refund return shipping charges. Original shipping charges are non refundable.

We strongly encourage you to use a trackable and insured shipping method, as returned parcels remain your responsibility until received and confirmed by our warehouse. Norvellaire takes no responsibility for missing or lost return shipments.

If a return shipping label is provided by Norvellaire, the cost of the label will be deducted from your refund amount, as we do not offer free returns.

Non Eligible Returns

The following are not covered by our money back guarantee:

  • Items that have been used and are not in the same condition as received.
  • Shipping delays caused by unforeseen or uncontrollable circumstances.
  • Shipping and handling charges, packaging fees, shipping protection, warranty fees, and any taxes paid, including state, customs, or VAT.
  • Orders placed with a promotional or discount code are eligible for a refund to the original payment method minus the discount value applied.
  • Damage caused by misuse, mishandling, modifications, or external factors after delivery.

Damaged or Defective Items

If your order arrives damaged, defective, or incorrect, contact us within 48 hours of delivery at info@norvellaire.com with your order number, a description of the issue, and clear photo or video evidence.

Claims submitted after 48 hours of confirmed delivery may not be eligible for resolution.

Our team will guide you through the process and work to resolve your issue as quickly as possible. If the item is confirmed defective, we will organize a suitable replacement or refund at our discretion.

Cancellations

Once an order is placed, it is automatically sent for processing. Due to the volume of orders we receive, we are generally unable to intercept the dispatch process.

Once your order has shipped, it cannot be cancelled and will be treated as a return request under this policy.

Exchanges

We do not offer direct exchanges. To receive a different item, please submit a return request and, once approved, place a new separate order.

Refund Processing

Once your return is received and inspected, please allow 7 to 14 business days for your return to be processed.

If approved, your refund will be issued to your original payment method. Please note that your bank or credit card provider may require additional time to process and post the refund.

If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at info@norvellaire.com.

Chargeback Policy

We take fraudulent claims seriously. If a chargeback is filed before contacting us for resolution, we reserve the right to contest the chargeback with full documentation, including order confirmation, delivery proof, and all prior communications.

We encourage all customers to contact us first, as we are committed to resolving every issue fairly and promptly.

Policy Abuse

Norvellaire reserves the right to unilaterally amend, suspend, or terminate this policy at any time. In the event of policy abuse, Norvellaire reserves the right to exclude customers from its application and deny refund or return requests.

European Union Orders

If your order is shipped to the European Union, you have the right to cancel or return your order within 14 days of delivery for any reason without justification.

Your item must still be unused and in its original undamaged packaging, with all tags and proof of purchase included.

Contact us at info@norvellaire.com to initiate this process.