Return & Exchange Policy – Norrel

Return & Exchange Policy

Last Updated: November 2025

At Norrel, your satisfaction is our top priority. Every piece of jewelry is crafted with care using 316 stainless steel, 18K gold plating, and anti-tarnish coating to ensure enduring shine and quality. We understand that online shopping sometimes requires assurance — which is why we’ve designed a fair and transparent return and exchange policy.

1. Eligibility for Return or Exchange

We accept returns or exchanges only under the following conditions:

  • The product received is damaged or defective.
  • You received the wrong product.

To process your request, please contact our support team within 48 hours of delivery at support@norrel.shop and provide:

  • Your order number
  • Clear images of the product issue
  • A mandatory unboxing video clearly showing the package opening

Important: Requests without an unboxing video will not be eligible for return, refund, or exchange. Once verified, our team will arrange a replacement or initiate a refund as applicable.

2. Non-Returnable Items

For hygiene and quality reasons, the following items are not eligible for return or exchange:

  • Jewelry that has been worn, used, or altered
  • Items without original packaging, invoice, or tags
  • Sale, discounted, or clearance items
  • Customized or personalized jewelry

3. Return Process

  1. Our team will share the return shipping address.
  2. Repack the item securely in its original box.
  3. Ship via a reliable courier and share tracking details via email.

Once we receive and inspect the returned item, we’ll process your refund or exchange within 7–10 business days.

4. Refunds

Approved refunds will be issued through the original payment method. Depending on your bank or payment provider, please allow 3–5 business days for the amount to reflect.

5. Cancellations

Orders can be canceled only before dispatch. Once shipped, cancellation requests cannot be accepted. For assistance, contact support@norrel.shop with your order details.

6. Damaged or Defective Products

If your order arrives damaged, you must share a mandatory unboxing video showing the damage upon opening the package. Our team will review the footage before approving a replacement or refund.

7. Exchange Policy

Exchanges are subject to stock availability. If the same item is unavailable, we can offer:

  • A replacement with a similar product of equal value
  • A store credit for your next purchase

8. Contact Us

For return, refund, or exchange queries, contact:

9. Disclaimer

Norrel reserves the right to deny any return or exchange request if it fails to meet the above conditions. Our goal is to ensure transparency, fairness, and customer trust in every transaction.