Return & Refund Policy

Return and Refund Policy

At Norellcare, we prioritize your peace of mind. We are committed to providing a smooth and reliable shopping experience, and we promise to resolve any issues or disputes with fairness, transparency, and care.

1. Return Eligibility

We offer a 30-day return policy, meaning you have 30 days after receiving your item to request a return.

To qualify for a return:

  • The item must be in the same condition as received

  • Unused and unworn, with original tags (if applicable)

  • In its original packaging

  • Accompanied by a receipt or proof of purchase

2. How to Start a Return

To initiate a return, please contact us at:

📧 support@norellcare.com

If your return is approved, we will provide:

  • A return shipping label (if applicable)

  • Detailed instructions on how and where to send your package

Important: Items sent back without first requesting a return and receiving authorization will not be accepted.

3. Return Shipping Fees

  • Quality Issues:
    If the return is due to our mistake (defective, damaged, or incorrect item), Norellcare will cover all return shipping costs.

  • Personal Preference:
    If you are returning an item due to a change of mind or personal preference, the customer is responsible for return shipping fees.
    Original shipping charges are non-refundable.

4. Damages & Issues

Please inspect your order upon delivery.
If your beauty tools or cosmetic products arrive defective, damaged, or incorrect, contact us immediately so we can evaluate the issue and make it right.

5. Non-Returnable Items

Certain items cannot be returned, including but not limited to:

  • Custom or personalized items

  • Personal care items that cannot be resold for hygiene reasons

  • Hazardous materials, flammable liquids, or gases

  • Sale items and gift cards

If you have questions about an item’s eligibility, please reach out before purchasing.

6. European Union 14-Day Cooling-Off Period

For orders shipped to the EU:
You have the right to cancel or return your order within 14 days, for any reason, without providing justification.

The item must:

  • Be unused

  • Be in its original packaging

  • Include proof of purchase

7. Refunds

Once your return is received and inspected, we will notify you of the refund status.

If Approved:

  • Refunds are issued automatically to your original payment method.

  • Please allow up to 10 business days for processing.

Your bank or credit card provider may require additional time (usually 3–5 business days) to post the refund.

If more than 15 business days have passed since approval, please contact us at support@norellcare.com.

8. Our Commitment to Resolution

We encourage you to reach out to us first at:

📧 support@norellcare.com

  • All messages are acknowledged within 48 hours

  • We aim to provide a full resolution or fair suggestion within 7–14 business days

Your satisfaction is deeply important to us.

Address

HK Vanguard Trading Limited, 34 TAI YAU STREET, ROOM 2810, 28/F., NEW TECH PLAZA, SAN PO KONG, Kowloon Hong Kong SAR