Refund policy
Right of Withdrawal
You have the right to withdraw from this contract within 14 days, without providing any reason.
At Norvell, we voluntarily extend this statutory right of withdrawal to 30 days from the date you receive your order.
To exercise your right of withdrawal, you must inform us (Email: support@norvellde.com) of your decision to withdraw from this contract by means of a clear statement (for example, by email).
Conditions for Returns
Returned items must be in original condition: unused, unworn, with all tags attached and in the original packaging.
A proof of purchase (order number or receipt) is required.
The right of withdrawal does not apply, in accordance with § 312g (2) of the German Civil Code (BGB), to:
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Goods made to customer specifications or clearly personalized;
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Hygiene products or underwear once the packaging has been opened;
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Perishable goods.
Return Shipping Costs
The direct cost of return shipping is borne by the customer, unless the item is defective, damaged, or incorrectly delivered.
We strongly recommend using a trackable shipping method.
Return Process
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Email support@norvellde.com with your order number and your request to return the item.
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You will receive detailed return instructions.
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Once the item is received and inspected, you will be notified about the status of your refund.
Refunds
Refunds will be issued within 14 days from the date we receive your withdrawal request.
We reserve the right to withhold the refund until we have received the returned goods or you have provided proof that the goods have been returned — whichever occurs first.
Refunds will be made using the same payment method used for the original transaction, unless expressly agreed otherwise.
Exchanges
The fastest way to receive the desired item is to return the original product and place a new order.
In certain cases, we offer a free size exchange — please contact our customer service team for assistance.
Order Cancellations
Even after the order has been processed or shipped, the statutory 14-day right of withdrawal remains valid, in addition to our voluntarily extended 30-day return policy.
Damaged or Incorrect Items
If you receive a defective, damaged, or incorrect item, please contact us immediately.
In such cases, we will cover the return shipping costs and offer either a replacement or a full refund.
Sustainability
Whenever possible, returned items in good condition are donated to charitable organizations.