Refund policy

Returns & Refunds

Simple, fair, and grounded in your consumer rights.

 

This policy applies to all purchases made on norlea.co. By placing an order, you agree to the conditions below.

 

Return Window

You have 30 days from the date of delivery to notify us of a problem and request a return or refund.


This 30-day window is a commercial extension over the 14-day statutory right of withdrawal set out in EU Directive 2011/83/EU and applied by local consumer law. It applies to all eligible items, including those bought at full price.


All requests must be sent to support@norlea.co with your order number and a brief explanation of the reason. After 30 days, we are no longer able to process your request.

 

Return Conditions

To be eligible for a return, the product must be:

  • Unused and unopened, in its original intact packaging

  • With its safety seal, protective film, and hygiene seal in place

  • Accompanied by all accessories, manuals, and original tags

  • Accompanied by proof of purchase (order number, invoice, or confirmation email)

A return sent without prior email approval, or to an address we did not provide, cannot be processed or refunded.

 

Products Not Eligible for Return

Under Article L.221-28 of the French Consumer Code and its equivalents in other European countries, and for hygiene, health, and safety reasons, the following products cannot be returned, exchanged, or refunded.

 

Food supplements

For health-safety reasons, any food supplement whose packaging has been opened, safety seal removed, protective film damaged, or seal broken cannot be returned or refunded — even if no capsule, dose, or serving has been consumed. This applies from the moment the container is opened, under Article L.221-28 4° of the French Consumer Code.

 

Cosmetic and beauty products

Cosmetic products (makeup, perfumes, skincare) whose packaging has been opened, protective film removed, hygiene seal broken, or product tested are not eligible for return for hygiene reasons.

 

Skincare products

Skincare products (creams, serums, lotions, oils) whose packaging has been opened, pump activated, tube started, or seal broken cannot be returned for hygiene and health-safety reasons.

 

Underwear

Underwear that has been worn, tried on directly against the skin, or from which the hygiene tag has been removed cannot be returned. Unworn underwear in original packaging with tags intact can be returned.

 

Swimwear

Swimwear that has been worn, tried on without protective underwear, or from which the hygiene patch has been removed cannot be returned. This applies even without visible signs of use.

 

Pierced-ear jewellery

Earrings and jewellery for pierced ears (piercings) that have been unsealed, worn, or tried on cannot be returned for hygiene reasons, in line with applicable health-safety standards.

 

Personal gadgets and accessories

Personal accessories and gadgets (oral care items, beauty devices, skin-contact gadgets) whose packaging has been opened or that show signs of use cannot be returned for hygiene reasons.

 

Additional exclusions

Also not eligible for return or refund:

  • Items sold on promotion, on sale, or at a reduced price

  • Gift cards

  • Products returned after the 30-day window

  • Products returned without original packaging, or with damaged or missing packaging

  • Products returned without proof of purchase

  • Products returned without prior email approval from customer support

  • Products sent to an address we did not provide

These exclusions do not apply if the product arrives faulty, damaged, or not as described — in those cases, your statutory rights prevail and Norlea covers the solution (replacement, refund, or store credit).

 

Package Delivered but Not Received

If tracking shows your order as delivered but you have not received it, the full procedure is set out in our Shipping Policy. We prioritise identical reshipment after verification and a signed statement of non-receipt.

 

Partial Refunds

A partial refund may be granted in the following cases:

  • Product returned incomplete (missing accessory, manual, or component)

  • Outer packaging missing or damaged for reasons not caused by transport

  • Damage during return transport due to inadequate packaging by the customer

  • Product showing signs of use when it should have been unused

 

Refund Process

Once we receive and inspect your returned item, we'll notify you by email whether your refund is approved or refused.


If approved, the refund is credited to your original payment method within 14 days of receipt and validation of the return.

 

Delayed or Missing Refunds

If you haven't received your refund within the usual timeframe:

  • Check your bank statement first

  • Contact your card issuer, as refunds can take several days to appear

  • Contact your bank to confirm the operation has been processed

If after these checks you still have not received your refund, email support@norlea.co

 

Exchanges

Exchanges are only possible for items that arrive faulty, damaged, or not as described. For other reasons, we invite you to request a refund and place a new order.


To request an exchange, contact us at support@norlea.co with a photo of the product and your order number.

 

Gifts

If the returned item was marked as a gift when purchased, a gift voucher of equal value will be sent to you once the return is validated.


If the item wasn't marked as a gift, the refund will be issued to the original buyer's payment method.

 

Shipping Returns

Return shipping costs are your responsibility and are not refundable, except when the product is faulty, damaged at delivery, or not as described — in those cases, Norlea covers return shipping.


The return address will be provided by our customer service after your request has been approved by email. Never send a product back before receiving this confirmation, or to an address you found on your own — we cannot process such returns.


For items over $75 USD (or equivalent), we strongly recommend using a tracked shipping service or shipping insurance. Norlea cannot be held responsible for returns lost in transit without tracking.

 

Fraud and Abuse

Norlea reserves the right to refuse or limit returns and refunds in cases of suspected abuse, including:

  • Repeated and unjustified refund requests

  • Products returned in a condition inconsistent with the conditions above

  • False declarations during the return request

  • Chargebacks initiated without a prior request to customer service

Such cases may also result in the closure of your customer account.

 

Your Rights by Country

 

  • European Union (France, Belgium, Spain, Sweden, Denmark, etc.): You have a 14-day statutory right of withdrawal under Directive 2011/83/EU, plus a 2-year legal warranty of conformity. Our 30-day policy is an additional commercial extension.

  • Switzerland and Norway: Similar national consumer protections apply; our 30-day policy is offered as a commercial extension.

  • United Kingdom: In addition to our 30-day policy, you have a 14-day statutory right to cancel under the Consumer Contracts Regulations 2013, and a short-term right to reject faulty goods within 30 days under the Consumer Rights Act 2015.

  • United States: There is no federal law requiring a general right of return for online purchases. Returns are governed by our 30-day policy above.

  • Australia: Under the Australian Consumer Law, you're entitled to a repair, replacement, or refund for a major fault, and a repair or replacement for a minor fault — regardless of our stated return window.

  • Canada: Consumer protection is set at the provincial level. There is no uniform national cooling-off period, so returns are governed by our stated 30-day policy.

  • Mexico: Under the Federal Consumer Protection Law (LFPC), you have specific rights against faulty or non-conforming products.

 

Contact

For any question about this refund policy, contact us at support@norlea.co