REFUND & RETURNS POLICY

Last Updated: 18 August 2026

At Norelle, customer satisfaction is important to us. We aim to provide a clear, fair and transparent returns and refunds process for every customer.

This policy explains the requirements, procedures and conditions for returns, refunds and exchanges for purchases made through the Norelle online store.

Nothing in this policy affects your statutory rights under applicable UK consumer law.

1. 30-Day Return Window

Return Eligibility Period

Norelle offers customers a 30-day return period from the date their order is delivered.

To qualify under our 30-day returns policy, you must contact us within 30 days of receiving your order.

In addition to our 30-day returns policy, customers may have statutory cancellation and return rights under UK consumer law, including rights applicable to distance and online purchases.

2. Return Eligibility Requirements

Condition of Returned Items

To qualify for a return under our standard returns policy:

• Items must be unused and unworn, except for reasonable handling necessary to inspect the product;

• Items should be returned in the same condition in which they were received;

• Original tags and labels should remain attached where applicable;

• Original packaging and included accessories should be returned where reasonably possible; and

• Proof of purchase, such as an order number or order confirmation, may be required.

Customers are responsible for taking reasonable care of products while they are in their possession.

Where permitted by law, we may reduce a refund to reflect any reduction in the value of the goods caused by handling beyond what is reasonably necessary to establish the nature, characteristics and functioning of the goods.

Non-Returnable Items

Certain products may be excluded from our standard returns policy where permitted by applicable law, including products clearly marked as non-returnable where a lawful exception applies.

Any applicable exclusions will be clearly communicated where appropriate.

This does not affect your statutory rights in relation to faulty, damaged, misdescribed or otherwise non-conforming goods.

3. How to Request a Return

To begin a return request:

1. Contact us at [CUSTOMER SUPPORT EMAIL] with your order number and details of the item you wish to return.

2. Our customer support team will review your request and provide the applicable return instructions.

3. Follow the return instructions provided by our team and send the products to the specified return address.

Please contact Norelle before sending your return.

Products sent to an unauthorised address may cause delays in processing your return.

4. Return Address

Once your return request has been accepted, we will provide you with the appropriate return address and instructions.

Do not send returns to an address displayed elsewhere on our Website unless our customer support team has confirmed that it is the correct returns address for your order.

5. Return Shipping Costs

For returns made under Norelle's voluntary 30-day returns policy due to change of mind, personal preference or incorrect size selection, customers may be responsible for return shipping costs, subject to their statutory rights.

Return shipping costs may vary depending on the carrier, package size and destination.

Where products are faulty, damaged, incorrect or otherwise do not conform to your statutory rights, we will handle applicable return costs and remedies in accordance with UK consumer law.

Any rights you have to reimbursement of standard delivery charges when exercising a statutory cancellation right will also be respected in accordance with applicable law.

6. Refunds

Once we receive your returned products, we will inspect them and notify you about the status of your refund.

If your refund is approved:

• The refund will normally be issued to the original payment method;

• We will process the refund within the timeframe required by applicable UK consumer law;

• Your bank, card issuer or payment provider may require additional time to display the refund in your account.

Where a statutory right of cancellation applies, refunds will be processed in accordance with the applicable statutory deadlines.

Norelle does not charge a restocking fee for approved consumer returns.

7. Partial or Reduced Refunds

Where permitted by law, Norelle may reduce the amount refunded if the value of returned goods has been diminished because they were handled beyond what was reasonably necessary to inspect them.

This may include, where applicable:

• Products showing signs of use beyond reasonable inspection;

• Products damaged after delivery while in the customer's possession;

• Missing components or accessories; or

• Missing or damaged packaging where this has reduced the value of the product.

Any deduction will be made only where permitted by applicable law.

8. Late or Missing Refunds

If we have confirmed that a refund has been processed but it has not appeared in your account:

• Check your bank or payment account;

• Contact your card issuer or payment provider;

• Contact your bank regarding any pending refund transactions.

Please remember that payment providers may require additional processing time.

If you still cannot locate your refund, contact us at [CUSTOMER SUPPORT EMAIL].

9. Exchanges

Where available, exchanges may be offered depending on product availability and the circumstances of the return.

For defective, damaged or incorrect items, please contact our customer support team as soon as possible so that we can review the issue and provide an appropriate remedy.

Your statutory rights regarding faulty or non-conforming goods are not affected by this policy.

10. Damaged, Defective or Incorrect Items

Please inspect your order after delivery.

If an item arrives damaged, defective or is different from what you ordered, contact us as soon as reasonably possible at [CUSTOMER SUPPORT EMAIL].

Please provide:

• Your order number;

• A description of the issue; and

• Photographs or other reasonable evidence where appropriate.

We will assess the issue and provide an appropriate remedy, which may include a repair, replacement, refund or other solution in accordance with your statutory rights.

Reporting an issue quickly helps us investigate and resolve it, but any request that you contact us within a particular period does not remove statutory rights that you may have under UK consumer law.

11. Right to Cancel Online Purchases

For many products purchased online, consumers in the United Kingdom have a statutory right to cancel their contract within 14 days without giving a reason, subject to certain exceptions.

The cancellation period will generally expire 14 days after the day on which you, or a person nominated by you, receives the goods.

If you exercise an applicable statutory cancellation right, you will generally then have a further 14 days to return the goods.

To exercise your right to cancel, you must clearly inform Norelle of your decision to cancel before the applicable cancellation period expires.

You can contact us at:

[CUSTOMER SUPPORT EMAIL]

Certain products or circumstances may be exempt from the statutory cancellation right as provided by applicable law.

12. Faulty Goods and Your Legal Rights

Products sold by Norelle must meet the standards required under applicable UK consumer law.

This generally means that products must be:

• Of satisfactory quality;

• Fit for their intended purpose; and

• As described.

If your product is faulty or does not conform to these requirements, you may have statutory rights to a refund, repair or replacement depending on the circumstances and when the problem is identified.

These statutory rights are separate from and in addition to Norelle's voluntary 30-day returns policy.

13. Order Cancellations

If you wish to cancel an order before it has been dispatched, please contact us as soon as possible.

We will try to process your cancellation before dispatch, but we cannot guarantee that an order can be stopped once processing or shipment preparation has begun.

If your order has already been dispatched, you may need to receive and return it using the procedures described in this policy.

This does not affect any statutory cancellation rights you may have.

14. Contact Information

For questions about returns, refunds, cancellations or exchanges, please contact us:

Business Name:
Norelle

Email:
[CUSTOMER SUPPORT EMAIL]

Business Address:
[BUSINESS ADDRESS]

Customer Support Hours:
[SUPPORT HOURS]

15. Statutory Rights

Nothing in this Refund & Returns Policy is intended to exclude, restrict or limit any rights available to consumers under applicable UK law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Where there is a conflict between this policy and a mandatory consumer right provided by law, the applicable statutory right will prevail.