Refund policy
In accordance with the legal provisions in force, you have a period of 14 days from receipt of your products to exercise your right of withdrawal without having to justify reasons or pay any penalty. After communicating your decision to exercise your right of withdrawal within this 14-day period, you have another period of 14 days to return the product(s) concerned by the withdrawal.
If more than 14 days have passed since your purchase, we unfortunately cannot offer a refund or exchange.
To be eligible for a return, your item must be unused and in the condition in which you received it. It must also be in its original packaging.
The return of certain types of goods is not permitted. Thus, perishable goods, such as food, flowers, newspapers or magazines, cannot be returned. Likewise, we do not accept intimate or sanitary products, hazardous materials or substances, nor flammable liquids or gases.
Other items for which return is not permitted:
* Gift cards
* Downloadable software
* Certain health and personal care products
To complete your return, we require a receipt or proof of purchase.
Do not return your purchase to the manufacturer.
In certain cases, only partial refunds are granted: (where applicable)
* Books showing obvious signs of use
* CDs, DVDs, VHS tapes, software, video games, audio cassettes or vinyl records that have been opened.
* Any item not in its original condition, that is damaged or missing parts for a reason not due to an error on our part.
* Any item returned more than 30 days after its delivery
Refunds (where applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received the returned item. We will also inform you whether your refund is approved or refused.
If it is approved, your refund is then processed and your credit card or original method of payment is automatically credited within a few days.
Late or missing refunds (where applicable)
If you have not yet received a refund, first check your bank account again.
Then contact your credit card company, as it may take some time before your refund is officially posted.
Next, contact your bank. There is often a processing time before a refund is posted.
If you have completed all these steps and you still have not received your refund, please contact us at the following address: support@getnorvel.com
Sale or promotional items (where applicable)
Only regular priced items may be refunded. Unfortunately, sale or promotional items are not refundable.
Exchanges (where applicable)
We only replace items if they are initially defective or damaged. If you need to replace yours with the same item, send us an email at support@getnorvel.com
Gifts
If the item was marked as a gift at the time of purchase and it was shipped directly to you, you will receive a gift credit for the value of your return. Once the returned item is received, a gift voucher will be sent to you by mail.
If the item was not marked as a gift at the time of purchase, or if the person who gave the gift had the order shipped to themselves in order to give it to you later, we will send the refund to them and they will therefore know that you have returned their gift.
Shipping
To exercise your right of withdrawal, in accordance with the legal provisions, you will find via Appendix 1 of our General Terms and Conditions of Sale on our website, the standard withdrawal form to be sent to us at the following address: Norvel - 7 rue Georgeon - 94320 - support@getnorvel.com. You may exercise your right of withdrawal by any means to Norvel and in particular by postal mail or email (support@getnorvel.com) expressing your decision to withdraw without any ambiguity, and mentioning the order concerned by this withdrawal.
In the event of exercising the right of withdrawal within the aforementioned period, only the price of the product(s) purchased and the delivery costs will be refunded, the return costs remaining at your expense.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are shipping an item over €75, we recommend using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item.