Return & Refund Policy
At MyNorvella, we want every customer to feel confident when choosing products for their home. This policy explains how returns, exchanges, and refunds are handled.
Our Commitment To You
We understand that sometimes a product may not meet your expectations or your needs may change. Our goal is to make the return process clear, fair, and straightforward while ensuring every request is handled carefully.
01. Return Eligibility
Customers may request a return within the applicable return period after receiving their order.
To be eligible for a return, products should generally be:
- Unused and in original condition
- Returned with original packaging and included accessories
- Not damaged due to improper use, installation, or handling
02. Return Request Process
Before sending any product back, please contact MyNorvella customer support for return approval and instructions.
Please provide:
- Order number
- Email address used during checkout
- Reason for return
- Photos or supporting information when necessary
After reviewing your request, our team will provide the appropriate return instructions.
03. Return Shipping
Return shipping arrangements depend on the reason for the return and the circumstances of the order.
Customers should not send products to an address without receiving official return instructions from MyNorvella.
04. Refund Process
Once a returned item has been received and inspected, we will process the refund according to the approved return request.
Approved refunds will generally be issued to the original payment method used during checkout.
The time required for funds to appear in your account may vary depending on your bank, card issuer, or payment provider.
05. Damaged, Incorrect, or Missing Items
If your order arrives damaged, incomplete, incorrect, or has a product quality issue, please contact us as soon as possible.
To help us review the situation, please provide:
- Order information
- Description of the issue
- Photos or videos showing the concern when applicable
Our team will review your request and provide an appropriate solution.
06. Items That May Not Be Eligible For Return
Certain situations may not qualify for a return, including:
- Products damaged through misuse or improper handling
- Items returned without prior approval
- Products altered or modified after delivery
- Items that do not meet return condition requirements
07. Order Cancellation
If you need to cancel or modify an order, please contact our customer support team as soon as possible.
Once an order has entered processing or shipment, changes may no longer be possible.
A Simple & Transparent Experience
At MyNorvella, we believe customer care continues after purchase. We are committed to providing helpful support and fair solutions whenever assistance is needed.
Need Return Assistance?
Our customer care team is ready to help.
Email:
service@mynorvellaa.com
Customer Service:
17840995027
Service Hours:
8:00 AM – 10:00 PM
China Standard Time (UTC+8)