Refund policy

Thank you for shopping with Norellar.

We want you to be satisfied with your purchase. If you are not completely satisfied with your order, please review the return and refund policy below.

RETURNS

We accept eligible returns within 30 days of the date your order was delivered.

To be eligible for a return, the item must:

- Be unused and unworn
- Be in the same condition in which you received it
- Be in its original packaging, where applicable
- Include all original accessories, tags, and components
- Not show signs of damage, washing, use, or alteration

Items that do not meet these conditions may not be eligible for a refund.

HOW TO REQUEST A RETURN

To request a return, please contact us at:

hello@norellar.com

Please include:

- Your full name
- Order number
- Email address used to place the order
- The item(s) you would like to return
- The reason for the return
- Photos of the item, if applicable

Do not send any items back before receiving return instructions from our customer service team.

We will review your request and provide instructions regarding the return process.

RETURN SHIPPING

Unless the item is defective, damaged, incorrect, or otherwise required by applicable law, the customer is responsible for the cost of return shipping.

We recommend using a trackable shipping service when returning an item. Norellar is not responsible for items lost or damaged during return shipping when the customer is responsible for arranging the return.

DAMAGED, DEFECTIVE, OR INCORRECT ITEMS

Please inspect your order when you receive it.

If you receive an item that is damaged, defective, or different from what you ordered, please contact us as soon as possible at:

hello@norellar.com

Please provide your order number and clear photographs or videos showing the issue.

If the issue is confirmed, we may offer a replacement, refund, or another appropriate resolution, depending on the circumstances and applicable law.

REFUNDS

Once your returned item has been received and inspected, we will notify you whether your refund has been approved.

If approved, the refund will be issued to the original payment method used for the purchase.

Please allow your payment provider additional processing time before the refunded amount appears in your account.

The time required for a refund to appear may vary depending on your bank, card issuer, or payment provider.

PARTIAL REFUNDS

In certain circumstances, only a partial refund may be issued.

This may apply if an item is returned with signs of use, damage, missing components, or other conditions that reduce its value, where permitted by applicable law.

NON-REFUNDABLE ITEMS

Certain items may not be eligible for return or refund where permitted by applicable law.

These may include:

- Gift cards
- Digital products
- Personalized or customized products
- Items that cannot be returned for hygiene or health reasons after being opened or used
- Items clearly identified as non-returnable before purchase

If an item is excluded from returns, this will be indicated on the relevant product page or at the time of purchase.

SALE ITEMS

Unless otherwise stated on the product page, sale items may be eligible for return under the same conditions described in this policy.

If a product is specifically identified as "Final Sale" or "Non-Returnable" before purchase, it may not be eligible for return or refund, except where a return or refund is required by applicable law.

ORDER CANCELLATIONS

If you need to cancel an order, please contact us as soon as possible at:

hello@norellar.com

We will make reasonable efforts to accommodate cancellation requests before the order has been processed or shipped.

Once an order has been processed or shipped, it may no longer be possible to cancel it. In that case, you may need to follow the applicable return procedure.

Cancellation rights may also apply where required by applicable law.

EXCHANGES

We do not guarantee direct exchanges for a different product, size, color, or variant.

If you would like a different item, we may recommend returning the original item, where eligible, and placing a new order.

Any applicable consumer rights under local law remain unaffected.

INTERNATIONAL ORDERS

Norellar may ship orders internationally.

Depending on the destination country, customers may be responsible for customs duties, import taxes, brokerage fees, or other charges imposed by local authorities.

These charges are generally not included in the product price or shipping fee unless expressly stated at checkout.

International return shipping may be subject to additional costs and requirements depending on the destination country.

CUSTOMS, DUTIES, AND REFUSED DELIVERIES

If an international order is refused by the recipient or cannot be delivered because of incorrect or incomplete shipping information, customs restrictions, unpaid duties, or other circumstances within the customer's control, any refund may be reduced by applicable shipping, return, customs, or other costs incurred by Norellar, where permitted by applicable law.

PROCESSING TIMES

Return requests are generally reviewed within a reasonable period after we receive your request.

Once an approved return has been received and inspected, refunds are generally processed within a reasonable period.

The time required for the funds to appear in your account depends on your payment provider and financial institution.

CONSUMER RIGHTS

Nothing in this Return and Refund Policy is intended to limit or exclude any mandatory consumer rights you may have under the laws applicable to your location.

If the laws of your country or region provide additional rights regarding returns, refunds, cancellations, defective products, or other consumer protections, those rights will continue to apply.

CHANGES TO THIS POLICY

We may update this Return and Refund Policy from time to time to reflect changes to our business practices, services, or legal and regulatory requirements.

When we make changes, we will update the "Last updated" date at the beginning of this policy.

If you have any questions regarding returns, refunds, exchanges, or cancellations, please contact us:

Norellar

Email: hello@norellar.com