Refund policy
Returns & Refund Policy
At Norvella, we stand by the quality of our products. That’s why we offer a 90-day money-back guarantee, subject to the conditions outlined below.
Returns
You have 90 days from the date of delivery to request a return.
Due to the nature of our products, returns are only accepted if the item is unused, unopened, and in its original condition, including original packaging and proof of purchase.
To be eligible for a return:
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The product must be sealed and unopened
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The product must be unused
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The product must be in resellable condition
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Original packaging must be intact
Opened or used products are not eligible for return or refund for hygiene and safety reasons.
Return shipping costs are the responsibility of the customer.
If your return request is approved, we will provide you with the correct return address and instructions.
Items sent back without prior authorization will not be accepted.
Refunds
Once we receive and inspect your return, we will notify you whether your refund has been approved.
If approved, refunds will be issued to your original payment method within 5–10 business days.
Please note that banks and credit card providers may take additional time to process refunds after approval.
Original shipping fees are non-refundable.
Damaged or Incorrect Items
Please inspect your order upon arrival.
If your item arrives damaged, defective, or incorrect, contact us within 48 hours of delivery with:
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Your order number
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Clear photos of the issue
If confirmed, we will offer a replacement or refund at no additional cost.
Exchanges
We do not offer exchanges for opened or used products.
If your item arrives damaged or defective, we will replace it at no additional cost once the issue is verified.
Incorrect Address
Please ensure your shipping address is entered correctly at checkout.
Pure Rinse cannot be held responsible for orders shipped to an incorrectly provided address.
European Union 14-Day Cooling-Off Period
If your order is shipped to the European Union, you have the right to cancel or return your order within 14 days of delivery, without providing a reason.
Returned items must be:
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Unused
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Unopened
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In original packaging
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In resellable condition
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Accompanied by proof of purchase
Opened or used items are not eligible for return under the EU cooling-off period due to hygiene regulations.
Contact Us
If you have any questions about returns or refunds, please contact us at: