Refund policy

Refund and Return Policy

Our 30-Day Return Policy

At NoraVilo, we want customers to feel confident when shopping with us.

We offer a voluntary 30-day return period beginning on the date your order is delivered.

To request a return, contact us at info@noravilo.com with your order number and the products you wish to return.

For voluntary change-of-mind returns beyond any statutory withdrawal period, products should be unused and in resaleable condition, subject to applicable consumer law and lawful hygiene exceptions.

EU Right of Withdrawal

Where EU consumer law applies, customers generally have 14 days after receiving their goods to notify us that they wish to withdraw from an online purchase without providing a reason.

Customers should return the goods within 14 days after notifying us of their decision.

To exercise this right, contact info@noravilo.com with a clear statement identifying your order and requesting withdrawal. No special form is required.

Legal exceptions may apply, including certain sealed products that are unsuitable for return for health protection or hygiene reasons once unsealed, and certain personalised products.

Skincare products and discounted items are not automatically excluded from statutory withdrawal rights simply because of their product category or sale price.

Return Address and Costs

Please contact our customer-care team before returning any items so we can confirm the correct return instructions and address.

Our currently listed international return facility is:

2nd Floor, Block C, Qinghu Science and Technology Park, Qingxiang Road, Qinghu Community, Longhua Street, Longhua District, Shenzhen, China.

Customers may be responsible for direct return postage for eligible change-of-mind returns if this obligation was disclosed before purchase and is permitted by applicable law.

Where products are defective, incorrect or otherwise covered by mandatory consumer remedies, we will provide the applicable remedy without unlawful additional return charges.

Refund Processing

For valid statutory withdrawals, refunds are issued within 14 days after we are informed of the withdrawal decision, as required by applicable law.

Where legally permitted, we may withhold reimbursement until the goods are received or evidence of their return is provided.

Refunds normally include standard outbound delivery charges where required by law. Additional charges resulting from selecting a more expensive delivery method may be excluded where permitted.

Approved refunds are normally issued to the original payment method.

For our additional voluntary 30-day return policy, refunds are processed after eligibility is confirmed and the returned goods have been received and assessed, subject to applicable law.

Banking and payment processing times may affect when the money appears in the customer's account.