Refund policy
Effective Date: November 14, 2025
📧 hello@norelle.co
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A gentle note from us
At Norelle, everything we create is designed to bring a moment of calm into your day. Because skincare is personal — and designed to be safe, clean, and hygienic — our return policy is crafted to protect both you and the integrity of our products.
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1. Eligibility for Returns
For safety and hygiene reasons, we can accept returns only for unopened, unused products with their original seals intact.
To qualify:
- Product must be unused
- Safety seal must be unbroken
- Packaging must be in original condition
- Request must be made within 30 days of delivery
Once a skincare product is opened, it cannot be returned — this helps us ensure that every item you receive is fresh, clean, and uncompromised.
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2. Items That Cannot Be Returned
To maintain the purity and safety of our clean formulations, we cannot accept returns of:
• Opened or used items
• Products with broken seals
• Final-sale or promotional items
• Gift cards
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3. Damaged or Incorrect Orders
If your order arrives damaged or not quite right, we’ll make it right — gently and quickly.
Please email hello@norelle.co within 7 days of delivery with:
• Your order number
• A brief description
• A photo of the issue
We’ll replace or refund the item after reviewing the claim.
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4. Refunds
If your return is approved and received:
• Refunds are issued to your original payment method
• Banks may take 5–10 business days to process
Shipping fees are not refundable unless the issue was our mistake.
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5. Exchanges
We offer exchanges only for damaged, defective, or incorrect items.
We cannot exchange products due to personal preference or skin response, as everyone’s skin is beautifully different.
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6. Skin Reaction Guidance
Skin can react for many reasons — ingredients, environment, routines, and more. While we cannot refund for reactions, we are always here to help guide you toward the right ritual.
Email us anytime for personalized support.
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7. Return Shipping
If your return is approved:
• Customers pay for return shipping
• A trackable service is recommended
• Norelle is not responsible for lost return parcels
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8. How to Start a Return
To begin, please email hello@norelle.co with:
• Your name
• Order number
• Reason for return
• Photos if needed
We’ll walk you through the next steps with care.
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9. We’re Here for You
Whether you have a question, need help choosing a product, or want support with your skincare ritual, we’re always here.
📧 hello@norelle.co