Refund policy
Last updated: September 2026
We hope every NORVELLE piece feels right in your home. If you are not completely satisfied with your purchase, you may request a return of an eligible item within 60 days of receiving your order.
Return Eligibility
To qualify for a return, the item must be:
- Unused, uninstalled, and undamaged.
- In the same condition in which it was received.
- Returned with its original packaging, labels, and accessories.
- Accompanied by an order confirmation or other proof of purchase.
- Items that show signs of use, installation, alteration, accidental damage, improper handling, or normal wear may not be accepted.
Starting a Return
To request a return, contact us at support@norvelle.example within 60 days of receiving your order. Please include your order number, the item you wish to return, and the reason for the return.
If your request is approved, we will provide return instructions and the appropriate return address. Items returned without prior authorization will not be accepted.
Please do not send a product to any address until you have received return instructions from our Customer Care team.
Return Shipping
Customers are responsible for return shipping costs when returning an unwanted item or an item that does not suit their space.
Original shipping charges are non-refundable. If a prepaid return label is provided, its cost may be deducted from the final refund.
Gift-wrapping charges are non-refundable once the gift-wrapping service has been completed.
NORVELLE will cover reasonable return shipping costs when an item arrives damaged, defective, or different from the item ordered.
Damaged, Defective, or Incorrect Items
Please inspect your order after delivery. If an item arrives damaged, defective, or incorrect, contact us at support@norvelle.example within seven days of delivery.
Include your order number and clear photographs of the item, packaging, and any visible damage. We will review the issue and arrange an appropriate replacement, refund, or other resolution.
Please keep the item and all original packaging until your request has been reviewed.
Non-Returnable Items
The following items are not eligible for return:
- Gift cards.
- Items explicitly marked as Final Sale.
- Personalized, customized, or made-to-order products.
- Candles or home fragrance products that have been opened, burned, or used.
- Items damaged through misuse, improper installation, alteration, or normal wear.
- If you are unsure whether an item is eligible for return, please contact us before sending it back.
Exchanges
We do not process direct exchanges. To replace an item with a different product, color, or style, please return the original item and place a new order.
Refunds
Once your return is received and inspected, we will notify you whether the refund has been approved.
Approved refunds will be issued to the original payment method within 10 business days. Your bank or credit card provider may require additional time to process and post the refund to your account.
If more than 15 business days have passed since your refund was approved, please contact us at support@norvelle.example.
Contact Us
If you have questions about a return, damaged product, or refund, please contact NORVELLE Customer Care:
Email: support@norvelle.example
Phone: +1 (503) 555-0147