Refund policy

Overview

Our refund policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange. To complete your return, we require a receipt or proof of purchase. Please note that we do not offer free returns; charges apply.

Non-returnable Items

  • Health and beauty products – These items cannot be returned due to hygiene reasons. Please carefully consider your purchase of these products.

Return Conditions

  1. The order must still contain all appropriate parts and components, and the packaging must be in the same condition as when the product was received.
  2. Normal handling of the product is evident; breakage due to careless handling is excluded.
  3. Products for which hygiene is important must be thoroughly cleaned before the return process begins.
  4. The product must be found to be defective immediately upon receipt.
  5. We are entitled to charge the customer for shipping costs.
  6. Returns are processed within 7 working days; if conditions are met, the return will be officially acknowledged within this period.

How to Initiate a Return

  1. Send an email to: info@norellmelbourne.com
  2. Ensure the email contains the following:
    • Order number
    • Reason for the return request
    • Photo of the product in case of breakage
    • First name and last name of the customer
    • Address of the customer

We will then respond with the correct return address. Do not send the return to the sender; we will provide the correct address after you contact us. The customer is responsible for return shipping costs.

Cancellation Policy

The consumer has a right of withdrawal if they are a natural person who enters into a transaction for purposes not predominantly related to their commercial or professional activity.

Cancellation Conditions

The cancellation period is 14 days from the day on which you or a third party named by you (other than the carrier) has received or accepted the last goods.

As we work with a fully automated system, orders are executed as soon as they are placed. Therefore, we cannot interrupt the shipping process until delivery, so a refund is not possible until you have received the goods.

To exercise your right of withdrawal, you must inform us (Norell Melbourne) by means of a clear declaration (e.g., by email) of your decision to withdraw from this contract. Withdrawal is completed when we have received the goods. The cost of returning the goods shall be borne by the buyer.

Record for Shipments in Transit

As our goods are shipped from Asia, there may be longer transit times over which we have no control. If the goods are already on their way to you, cancellation is not possible. Please wait until you have received the goods and then return them to us. You may inform us in advance about your cancellation to guarantee the fastest possible return; please send us a shipping confirmation.

Consequences of Withdrawal

If you withdraw from this contract, we must refund all payments received from you, except for delivery costs (including additional costs resulting from your choice of a type of delivery other than the cheapest standard delivery offered by us), without delay and at the latest within fourteen days of receiving notification of your withdrawal and the goods. We will use the same payment method you used for the original transaction unless expressly agreed otherwise; you will not incur any fees for this repayment.

If you have any questions about our return policy, please contact us at info@norellmelbourne.com