Refund policy
Effective Date: April 14, 2026
At Norelva, we want you to shop with confidence. If you are not completely satisfied with your purchase, we are here to help.
1. Return Window
We accept return requests within 30 days after delivery.
2. Return Eligibility
To be eligible for a return, the item must be in its original condition, unworn, unused, and free from damage caused by misuse, washing, alteration, or improper handling. Please make sure the product is returned with any original packaging, tags, accessories, and proof of purchase where applicable.
3. How to Start a Return
Step 1: Please contact our friendly customer care team within 30 days after receiving your item by emailing support@norelva.com. In your email, please include your order number, the reason for the return, and clear photos showing the product in its original condition.
Step 2: Our team will review your request and provide you with the correct authorized return address and simple return instructions within 24 to 48 hours.
Important: Please do not send your package to the original sender address printed on the parcel or packaging box. That address is a shared fulfillment center address, and your return package may be lost if sent there without authorization.
4. Return Shipping Costs
If the return is due to a product quality issue, we will cover the return shipping cost.
If the return is not related to product quality, the customer is responsible for the return shipping cost.
5. Damaged, Defective, or Incorrect Items
If you receive a damaged, defective, or incorrect item, please contact us as soon as possible at support@norelva.com with your order number and clear photos of the issue. We will review the case and provide an appropriate solution.
6. Refunds
Once we receive and inspect your returned item, we will notify you whether your refund request has been approved.
If approved, the refund will be issued to your original payment method within 3 to 5 business days. Please note that your bank or credit card company may require additional time to process and post the refund to your account.
7. Non-Refundable Situations
We may refuse a return or refund if the returned item is not in its original condition, shows signs of use, has been altered, or is returned without prior authorization.
8. Order Cancellations
Orders may be canceled only before they are processed for shipment. Once an order has entered processing or has already been shipped, it can no longer be canceled.
9. Contact Us
If you have any questions about returns, refunds, exchanges, or order cancellations, please contact us using the details below:
Support Email: support@norelva.com
Phone: +86 187 6845 4184
Business Hours: Monday - Friday, 9:00 AM - 5:00 PM EST
Address: Room 2006B, Building 2, Runao Business Center, Xiaoshan District, Hangzhou, Zhejiang 311200, China