Refund and cancellation policy

Refund and Cancellation Policy

Not satisfied with your order?
We would like to know how we can improve!

You can return your order within 14 days of receipt, unused, or send us a photo showing that the product is defective. We will verify the photo, and in most cases, we can resolve your issue without a refund. We will ensure that the money is refunded to your account within five business days after we have received your return, or after the photo has been verified through our customer service.

Important: Beauty products and items purchased during sales or other discounts cannot be returned.

Returns by Post

• CONTACT (support@norvellawellness.com)
Contact us first by email to obtain the return address. Since we have different distribution centers, we need to determine which center your package was sent from based on the reason for the return.

• INCLUDE THE PACKING SLIP
Pack the product as securely as possible in its original packaging, and include a note with your order number. As the sender, you are responsible for the return shipment. Therefore, always ask the shipping carrier for a tracking number when returning the package. After the package has been sent, contact us via (support@norvellawellness.com) if you would like a refund or a different size/color.

Note: Our head office is located in China. Please be aware that you must send the package back to our supplier (located in Asia) when returning the product.

• SHIPPING
Go to the nearest collection point (post office or parcel shop) and send the package back.

When the product arrives at our warehouse, the size/color will be changed as quickly as possible, or the refund will be processed.

Cancellations

To cancel an order, contact us immediately at (support@norvellawellness.com). If you cancel your purchase within 24 hours, we can refund your money without conditions. Otherwise, the goods must be returned to us as soon as they have arrived with you.

Shipping Costs

It is the customer's responsibility to pay any shipping costs when returning a product. These costs are non-refundable. If you receive a refund for your purchase, the shipping costs will be deducted.

How long it takes for the exchanged product to reach you depends largely on where you are located.

We always recommend using a trackable shipping service or shipping insurance!