Returns & Refunds
Within 30 days of delivery, you may return any item purchased from Norvea, regardless of reason. This page sets out the conditions, the exact steps, who covers each cost, and how long the refund takes.
Return window
30 days from delivery
Return shipping
We cover the cost if the item is faulty or wrong; you cover it if you simply changed your mind.
Refund time
3 to 10 business days after we receive the returned item.
Refund method
Refunded through the same method used for payment.
Section · 01
Conditions
Cosmetic items may be returned within 30 days of delivery provided they are unopened, unused, and in their original condition, with all manufacturer hygiene seals, shrink bands or tamper-evident closures fully intact. Items showing signs of use, a broken hygiene seal, missing outer packaging, or damage not caused by the courier are not eligible for a refund under this policy, though statutory rights for faulty goods remain unaffected.
For hygiene and biosecurity reasons, Norvea Skincare Ltd. cannot accept returns of opened skincare products, used colour cosmetics, unsealed lip or eye products, sample-size items, or any cosmetic good where the protective seal has been broken, as these cannot be re-inspected or resold once their tamper-evident closure is compromised.
Section · 02
The return process, explained
- Submit return request to support email with order number in en
- Receive RMA return authorization and return address in en
- Pack items securely in original protective packaging with seals intact in en
- Receive the refund within 3-10 business days after the returned item passes inspection in en
Section · 03
Who pays return shipping
If the item arrived faulty, damaged or different from what you ordered, we cover the return: a prepaid label or a courier pickup is arranged. If you changed your mind, you cover the return shipping; no other amount is deducted.
Section · 04
Refund timing and method
The refund is processed within 3 business days of the item passing inspection. Orders paid by cash on delivery are refunded by bank transfer to the account you specify; orders paid by bank transfer are refunded to the same account. Banks typically post the funds within 1 to 5 business days.
Section · 05
What each situation means for you
| Situation | What we do | Cost to you |
|---|
| Damaged in transit | Replacement or full refund | None |
| Wrong item delivered | The right item is sent, and the wrong one is collected from you. | None |
| Parcel lost | A replacement is sent, or a full refund is issued, once the courier trace is complete. | None |
| Faulty on arrival | Replacement or full refund | None |
| Changed your mind | A full refund of the item's price. | Return shipping only |
Section · 06
Exchanges
To exchange an item for a different size, variant or product, follow the return steps above and place a separate order; we refund the returned item once it reaches us. If the exchange results from our error, the replacement order ships at no charge.
Section · 07
Cancelling an order
You can cancel an order at no cost any time before it is dispatched. Contact [email protected] with your order number. Once the order has shipped, the return procedure described above applies instead.
Section · 08
Questions about this policy
Reach us at [email protected] or by phone at +44 141 246 0371 during Mon-Fri 08:15-17:45. Every request receives a reply within one business day.
- Merchant
- Norvea Skincare Ltd.
- Registered address
- 204 Dumbarton Road, Glasgow, G11 6AA, United Kingdom
- Email
- [email protected]
- Phone
- +44 141 246 0371
- Working hours
- Mon-Fri 08:15-17:45
- Registration
- Company No. SC397457
Norvea