Return Policy
At norvellar, we want customers to feel confident when shopping for our Hair Clips, Hair Ties, and Headbands products.
This Return and Refund Policy explains how return, refund and exchange requests are handled for purchases made through norvellar.com.
Our products may include hair clips, hair ties, headbands and other hair accessories within these three primary categories.
Please review the information below before submitting a request.
1. Return Period
Customers may request a return within 30 days of receiving their order.
Before sending any product back, please contact our customer service team to request return authorization and receive the applicable return instructions.
Customer Support Email:
service@norvellar.com
When contacting us, please provide:
- Order number
- Email address used for the order
- Product name
- Product category, when applicable
- Reason for the return
- Photos or other supporting information, when applicable
Our team will review the request and provide further instructions.
2. Return Eligibility
Unless otherwise required by applicable law, products should generally meet the following conditions to qualify for a standard return:
- The return request is submitted within the applicable return period.
- The product is unused and in its original condition.
- Original packaging and included accessories are included where applicable.
- The product has not been damaged through misuse, improper handling or unauthorized modification.
- Return authorization has been obtained from our customer service team before shipment.
For products that include multiple pieces, accessories or components, customers should make sure all original items are included when returning an eligible product.
Products returned without prior authorization may experience processing delays or may not qualify for a return where permitted by applicable law.
3. Items That May Not Qualify for Return
Certain products may not qualify for a standard return, including products that:
- Show signs of use beyond reasonable inspection
- Have missing packaging or accessories
- Have been altered, modified or damaged after delivery
- Have been returned outside the applicable return period
- Are returned without required authorization
For hygiene and personal-use reasons, used hair accessories may not qualify for a standard return where permitted by applicable law.
Examples may include:
- Hair ties that have been worn
- Headbands showing signs of use
- Hair clips with visible wear or damage
- Products returned without original condition or packaging
These limitations do not affect any rights customers may have under applicable consumer protection laws.
If you are unsure whether a product qualifies for return, please contact us before sending it back.
4. How to Request a Return
To start a return, please contact:
Please include:
- Order information
- Product name
- Product category
- Reason for the request
- Supporting photos where applicable
After receiving your message, our customer service team will review the information and, if approved, provide return instructions.
Do not send products to an address without first receiving return instructions from our customer service team.
5. Damaged, Defective or Incorrect Products
Please inspect your order after delivery.
If a product from our Hair Clips, Hair Ties, or Headbands collections arrives:
- Damaged
- Defective
- Incomplete
- Different from the item ordered
Please contact us as soon as reasonably possible.
Provide:
- Order number
- Product name
- Description of the issue
- Photos of the product
- Photos of packaging when relevant
- Details of the problem
Our customer service team will review the information and determine an appropriate resolution.
Depending on the situation, available solutions may include:
- Replacement
- Refund
- Other appropriate assistance
6. Missing Items or Components
Some hair accessories may include multiple pieces, sets or decorative components.
If your order arrives missing an item or component, please contact us before returning the entire product.
Please include:
- Order number
- Product name
- Description of the missing item
- Photos of the received product where helpful
Where possible, our team will review whether the issue can be resolved without requiring a complete product return.
7. Exchanges
If you would like to exchange an eligible product, please contact our customer service team first.
Exchange requests depend on factors such as:
- Product availability
- Condition of the returned product
- Completeness of included items
- Available product options
- Reason for exchange
- Applicable return eligibility
If a direct exchange is unavailable, our team may provide another available resolution.
8. Return Shipping
Return shipping responsibility depends on the reason for the return and the circumstances of the request.
If a return results from a verified damaged, defective, incorrect or incomplete order issue, we will provide applicable instructions after reviewing the request.
For returns based on customer preference, style preference or other non-defect reasons, return shipping costs may be the customer’s responsibility where permitted by applicable law.
Please do not arrange return shipping until you have received instructions from us.
9. Return Inspection
Returned products may be inspected after they are received.
The inspection may confirm:
- Product condition
- Signs of use
- Cleanliness of the product
- Completeness of included items
- Packaging condition
- Whether the returned product matches the approved return request
If the return meets the applicable requirements, the refund will proceed according to this policy.
If there is an issue with the returned product, our customer service team may contact you for additional information.
10. Refunds
Once an approved return has been received and inspected, we will notify you regarding the status of the refund.
Approved refunds are generally issued to the original payment method used for the purchase.
The time required for a refund to appear in your account may vary depending on:
- Payment method
- Payment processor
- Card issuer
- Bank processing times
After a refund has been issued by us, additional processing time may be required by your financial institution.
11. Original Shipping Charges
Original shipping charges may not be refundable for customer-preference returns unless otherwise required by applicable law.
If an order qualifies for a refund because of a verified fulfilment error, damaged product or incorrect item, applicable shipping costs will be reviewed as part of the resolution.
12. Order Cancellations
If you would like to cancel an order, please contact us as soon as possible.
We will attempt to accommodate cancellation requests when the order has not yet entered processing or shipment.
Once an order has been processed or dispatched, cancellation may no longer be possible and the applicable return procedure may need to be followed after delivery.
13. Refund or Return Questions
If you have questions about a return, refund, exchange, damaged product or other after-sales matter, please contact:
Customer Support Email:
service@norvellar.com
Please include your order number whenever possible so that we can locate the relevant transaction more efficiently.
14. Company Information
Brand:
norvellar
Website:
norvellar.com
Legal Entity:
Shangrao Shuoqiao E-Commerce Co., Ltd.
Registered Address:
Jiangxi Province, Shangrao City,
Guangxin District,
Sanqingshan Middle Avenue No.569,
Longhuwan Building 2,
Unit 1, Floor 1-1
Unified Social Credit Code:
91361121MAE948U3XF
Customer Support Email:
service@norvellar.com
norvellar.com is owned and operated by Shangrao Shuoqiao E-Commerce Co., Ltd.
The company is responsible for the operation of the online store, customer service, order coordination and related e-commerce activities.
15. Our Commitment
At norvellar, we aim to provide clear return procedures, transparent refund information and dependable after-sales support for our Hair Clips, Hair Ties, and Headbands collections.
As our product selection develops, we will continue to update relevant product and policy information so that our website accurately reflects the products currently offered through norvellar.
If there is an issue with an order or product, we encourage customers to contact our customer service team so that the situation can be reviewed and appropriate assistance can be provided.
Thank you for shopping with norvellar.