Last Updated: July 27, 2026
At Norellis LLC, we want you to feel confident when shopping with us. If you are not satisfied with your purchase, you may be eligible to request a return within 30 days of delivery, subject to the conditions below.
If you have any questions about a return, refund, damaged item, or order issue, please contact us at:
You have 30 days from the date your order is delivered to request a return.
To be eligible for a return, your item must generally be:
In the same condition in which you received it
Unused or only inspected as reasonably necessary
In its original packaging, when applicable
Accompanied by proof of purchase or your order number
Certain products may have additional eligibility restrictions for health, hygiene, or safety reasons.
To begin a return, contact us at Support@Norellis.store before sending any product back.
Please include:
Your full name
Order number
Email address associated with the order
Product you would like to return
Reason for the return
If the product is damaged, defective, incorrect, or otherwise affected by an order issue, please also include clear photographs when possible.
Returns sent without first contacting us may not be accepted or processed.
Responsibility for return shipping depends on the reason for the return.
If you received an item that is:
Damaged
Defective
Incorrect
Significantly different from what you ordered
Please contact us at Support@Norellis.store as soon as possible.
After reviewing the issue, Norellis may provide an appropriate resolution, which may include:
A replacement
A refund
Store credit
A return shipping label, when a physical return is required
If the issue resulted from an error by Norellis or our fulfillment partners, you will generally not be responsible for reasonable return shipping costs associated with an approved return.
If you wish to return an eligible product because you:
Changed your mind
Ordered the wrong product
No longer want the item
Prefer a different product
You may be responsible for the cost of returning the item to the designated return location.
Original shipping charges, if any, are generally non-refundable unless required by law or the return resulted from an error on our part.
We recommend using a trackable shipping method for customer-paid returns. Norellis is not responsible for return packages that are lost before reaching the designated return location.
Please do not send a return to the address shown on the original shipping package unless we specifically instruct you to do so.
Some products may be fulfilled by third-party suppliers or fulfillment facilities, and the correct return address may differ from the address shown on your package.
After your return request is approved, we will provide instructions for completing the return, including the applicable return address if a physical return is required.
Please inspect your order after delivery.
If an item arrives damaged, defective, or incorrect, contact us promptly at Support@Norellis.store so we can review the issue.
Please include your order number and photographs showing:
The affected product
The damage or defect
Packaging, when relevant
Any incorrect item received
Depending on the circumstances, a physical return may not always be required.
We will review each claim and determine an appropriate resolution based on the circumstances.
If your order arrives with an item missing or you receive a different product from the one you ordered, contact us at Support@Norellis.store.
Please provide your order number and details regarding the issue.
We may request photographs of the items and packaging received to help verify and resolve the issue.
If tracking shows that your order was delivered but you cannot locate the package, we recommend first:
Checking around the delivery location
Checking with other household members
Checking with neighbors where appropriate
Reviewing the carrier's tracking information
Contacting the shipping carrier
If you are still unable to locate your package, contact us at Support@Norellis.store with your order number and tracking information.
We will review the situation and assist where possible.
A tracking status of “delivered” does not automatically guarantee that a refund or replacement will be issued. Each situation may be reviewed individually based on carrier information and other available details.
Certain items may not be eligible for return due to health, hygiene, safety, or other reasons.
These may include:
Opened or used skincare products
Opened cosmetics or personal care products
Products that have been used or altered
Items damaged after delivery through misuse
Gift cards
Final-sale items where clearly identified before purchase
Other products that cannot reasonably be resold for health or hygiene reasons
If you are unsure whether your product is eligible for return, contact Support@Norellis.store before returning it.
If a product arrives damaged, defective, or incorrect, please contact us even if the product would normally be non-returnable.
Individual reactions to skincare, beauty, and personal care products can vary.
If you experience irritation, discomfort, or an unexpected reaction, discontinue use of the product.
Contact us at Support@Norellis.store if you believe there is an issue with the product you received.
Eligibility for a refund, replacement, or other resolution will depend on the circumstances of the request and applicable law.
If you would like to exchange an eligible item, contact us at Support@Norellis.store.
Exchange availability depends on inventory and the circumstances of the request.
In some cases, the fastest option may be to return the eligible product for a refund and place a new order after the return has been approved.
Once an approved return is received and inspected, or once we determine that a physical return is not required, we will notify you regarding the status of your refund.
If approved, the refund will be issued to the original payment method unless another method is required by applicable law.
Please allow additional time for your bank, credit card company, or payment provider to process and post the refund after it has been issued.
Processing times vary by financial institution and are outside Norellis's control.
In certain circumstances, only a partial refund may be approved.
This may include items that:
Are returned in a condition materially different from when received
Are missing components or accessories
Show use beyond what is reasonably necessary to inspect the product
Are damaged for reasons unrelated to a manufacturing or fulfillment issue
Any deduction will be assessed based on the condition of the returned product and applicable law.
If you need to cancel or modify an order, contact Support@Norellis.store as soon as possible after placing your order.
We will attempt to accommodate cancellation or modification requests when possible.
However, orders may enter processing or fulfillment shortly after being placed. Once an order has been processed or shipped, we may not be able to cancel or modify it.
If the order has already shipped, you may need to follow the applicable return process after delivery.
Packages may be returned to the sender because of:
An incorrect or incomplete shipping address
Failed delivery attempts
Refusal of delivery
Failure to collect the package
Other carrier-related delivery issues
If your order is returned to the sender, contact Support@Norellis.store.
Additional shipping charges may apply if reshipment is requested and the issue resulted from inaccurate information provided during checkout or refusal of an otherwise valid delivery.
Refund eligibility will depend on the circumstances and condition of the returned merchandise.
Unless specifically marked Final Sale, eligible products purchased during a sale or promotion may still be returned under this policy.
Refunds are based on the amount actually paid for the returned product after applicable discounts.
Promotional discounts have no separate cash value.
If a return causes an order to no longer qualify for a promotion or bundle discount, the refund amount may be adjusted where permitted by law to reflect the terms of the promotion.
If products are purchased as part of a bundle or multi-item promotion, refund eligibility and refund amounts may depend on whether the entire bundle or only part of the bundle is returned.
If returning only part of a discounted bundle changes the conditions under which the discount was originally offered, the refund may be calculated based on the applicable individual product pricing or promotional terms.
Contact us before returning items from a bundle so we can provide the correct instructions.
Subscription orders are subject to the return eligibility requirements in this policy unless different terms were clearly disclosed when the subscription was purchased.
Canceling a subscription prevents future eligible renewal orders but does not necessarily cancel an order that has already been processed or shipped.
For questions regarding a subscription order, contact Support@Norellis.store.
If you have received confirmation that a refund was issued but have not received it yet, first allow time for your bank, credit card provider, or payment service to process the transaction.
If a reasonable processing period has passed and you still have not received your refund, contact us at:
Please include your order number and refund details so we can investigate.
This Return & Refund Policy does not limit any rights you may have under applicable consumer protection laws.
Where applicable law provides additional return, refund, cancellation, or withdrawal rights, those legal requirements will apply.
For returns, refunds, exchanges, damaged products, missing items, or other order-related concerns, please contact:
Norellis LLC
Website: norellis.store
Email: Support@Norellis.store
When contacting us about an order, please include your order number and the email address used when placing the order so we can assist you as efficiently as possible.