Return & Refund Policy
Return & Refund Policy
At Nornelle, we want customers to have a clear and transparent shopping experience. This Return & Refund Policy explains the conditions under which returns, exchanges, cancellations, and refunds may be accepted.
By placing an order on nornelle.com, you agree to the terms set out below.
Return Period
Customers may request a return within 15 calendar days from the date the order is delivered.
Return requests submitted after this period may be refused.
Eligibility for Returns
To be eligible for a return, the item must meet all of the following conditions:
The item must be unused, unworn, unwashed, and in the same condition in which it was received.
The item must be returned in its original packaging, including any tags, accessories, protective materials, or inserts where applicable.
The item must not show signs of use, damage, stains, odors, alteration, or handling beyond what is necessary to inspect the product.
The customer must provide proof of purchase, such as an order confirmation or receipt.
The return must be approved by us before the item is sent back.
Nornelle reserves the right to refuse any return that does not meet these conditions.
How to Request a Return
To request a return, customers must contact us at:
Please include:
Your full name
Order number
Email address used for the order
Reason for the return
Clear photos or videos of the item, if relevant
Once your request has been reviewed, we will inform you whether the return is approved and provide instructions on how and where to send the item.
Items sent back without prior written authorization will not be accepted.
Return Address
Returns must be sent only to the return address provided by us after approval.
Do not send returns to any address found on the original package, as this may be a warehouse, supplier, logistics center, or carrier facility and may not be able to process returns.
Return Shipping Costs
Unless the item is confirmed to be defective, damaged, or incorrect, return shipping costs are the responsibility of the customer.
We strongly recommend using a tracked shipping service. Nornelle is not responsible for return packages that are lost, delayed, damaged, or delivered to the wrong address during return transit.
Original shipping costs, if applicable, are non-refundable unless required by applicable law.
Damaged, Defective, or Incorrect Items
Customers must inspect their order upon delivery.
If the item is defective, damaged, or incorrect, customers must contact us within 48 hours of delivery at:
The customer must provide clear photo or video evidence showing:
The product received
The defect, damage, or issue
The packaging and shipping label, where applicable
Once the issue has been reviewed and verified, Nornelle may offer, depending on the circumstances:
A replacement
A partial refund
A full refund
We reserve the right to refuse claims where the evidence provided is insufficient, the issue is reported late, or the damage appears to have been caused by misuse, improper handling, or normal wear and tear.
Non-Returnable Items
The following items cannot be returned unless they are defective, damaged, or incorrect:
Personalized or custom-made products
Items made to order or adapted to customer specifications
Items that have been used, worn, washed, altered, damaged, or handled improperly
Items returned without prior authorization
Gift cards or digital products, where applicable
Products marked as final sale, where legally permitted
This does not affect any mandatory consumer rights that may apply under applicable law.
European Union Right of Withdrawal
For customers located in the European Union, you have the legal right to withdraw from most online purchases within 14 calendar days from the day you receive the goods, without giving a reason.
To exercise this right, you must notify us clearly by email at:
The item must be returned in a condition that allows it to be resold as new, unless the handling was strictly necessary to inspect the product.
If the returned item has lost value due to unnecessary handling, use, damage, stains, odors, missing packaging, or missing accessories, Nornelle reserves the right to deduct an appropriate amount from the refund.
The customer is responsible for the direct cost of returning the goods, unless otherwise required by law or unless Nornelle has agreed otherwise in writing.
Exchanges
We do not guarantee direct exchanges.
The fastest way to receive a different item is to request a return for the original product. Once the return is approved, you may place a new order separately.
Order Cancellations
Orders may only be cancelled before they are processed or dispatched.
Once an order has entered the processing, fulfillment, or shipping stage, cancellation may no longer be possible.
If the order has already been shipped, the customer may request a return after delivery, subject to this policy.
Refunds
Once we receive and inspect the returned item, we will notify you whether the refund has been approved or rejected.
If approved, the refund will be issued to the original payment method within a reasonable processing period.
Please note that banks, credit card companies, and payment providers may require additional time to process and post the refund.
If more than 15 business days have passed since your refund was approved, please contact us at:
Refused Deliveries and Unclaimed Packages
If a package is refused, not collected, or returned to sender due to customer inaction, incorrect address, failed delivery attempts, or unpaid customs/import fees, any refund may be reduced by shipping costs, return costs, customs fees, handling fees, or other charges incurred by Nornelle.
Incorrect Address
Customers are responsible for providing accurate and complete shipping information at checkout.
Nornelle is not responsible for orders lost, delayed, returned, or delivered incorrectly due to inaccurate or incomplete shipping information provided by the customer.
Delivered but Not Received
If tracking shows that an order has been delivered but the customer has not received it, the customer should first contact the shipping carrier and check with neighbors, household members, building reception, or local delivery points.
Nornelle will assist by providing tracking information where possible, but we are not responsible for packages marked as delivered by the carrier.
Contact Information
For any questions regarding returns or refunds, please contact us at:
Email: help.nornelle@gmail.com