Refund policy

Last updated: May 2026

At Norelle, every order is prepared with care. Should your purchase not meet your expectations, we offer a considered and transparent return process.

1. Returns

Norelle offers a 30-day return policy. This means you have 30 days from the day you receive your order to request a return.

To be eligible for a return, the item must be:

unused and in the same condition as received;
in its original packaging;
complete with all labels, seals, accessories and protective materials, where applicable;
accompanied by the receipt or proof of purchase.

For hygiene and product integrity reasons, grooming, cosmetic or personal care products can only be returned if they are unopened, unused and sealed.

2. How to Request a Return

To start a return, please contact us at:

info@norelle.com

Please include your order number, the item you wish to return and the reason for your return.

Returns must be sent to the following address:

Norelle BV
Industrielaan 8
8820 Torhout
Belgium

Items sent back without first requesting a return may not be accepted.

Once your return request has been reviewed, we will provide instructions on how and where to send your package.

3. Return Shipping

Unless the item is defective, damaged or incorrect, return shipping costs are the responsibility of the customer.

We recommend using a tracked shipping service, as Norelle BV cannot be held responsible for returns that are lost or damaged in transit.

Original shipping costs are non-refundable, unless the return is due to an error on our part or a defective item.

4. Damages and Issues

Please inspect your order carefully upon receipt.

If your item arrives damaged, defective or incorrect, please contact us immediately at info@norelle.com. Include your order number and clear photos of:

the outer packaging;
the damaged or incorrect item;
the shipping label.

We will review the issue and offer an appropriate solution, which may include a replacement, refund or other resolution.

5. Non-Returnable Items

Certain items cannot be returned for reasons of hygiene, safety or product integrity.

This includes:

opened, used or unsealed grooming, cosmetic or personal care products;
customised or personalised products;
gift cards;
items marked as final sale;
products that have been damaged after delivery due to misuse, improper storage or handling.

Sale items may only be returned when this is explicitly permitted or when required by applicable consumer law.

Please contact us at info@norelle.com if you have questions about a specific item before sending it back.

6. Exchanges

We do not offer direct exchanges.

The most efficient way to receive another item is to return the original product, provided it meets the return conditions, and place a new order separately.

7. European Union Right of Withdrawal

If your order is delivered within the European Union, you have the legal right to withdraw from your purchase within 14 days of receiving your order, without giving a reason.

To exercise this right, please contact us at info@norelle.com within the 14-day withdrawal period.

Returned items must be unused, unopened where hygiene or product integrity applies, and in their original packaging. You will also need to provide proof of purchase.

This legal right does not apply to products that are sealed for health protection or hygiene reasons once they have been opened after delivery.

8. Refunds

Once we have received and inspected your return, we will notify you by email whether your refund has been approved.

If approved, the refund will be issued to your original payment method within 10 business days. Please note that your bank or payment provider may require additional time to process the refund.

If more than 15 business days have passed since your refund was approved, please contact us at: