30-Day Guarantee & Return Policy
We stand behind the quality of our plants, ceramics, and home decor items. Norvellaise provides a 30-day money-back guarantee starting from the date your package is marked as delivered by the carrier.
1. Damaged, Defective, or Incorrect Items (Full Refund or Free Replacement) Due to the fragile nature of ceramics and delicate nature of desktop plant accents, we offer immediate compensation for items damaged during transit:
- Action Required: Contact 1426268680@qq.com within 7 days of carrier delivery.
- Documentation: Attach your Order Number, photos of the outer shipping package (including the label), and clear photos/videos showing the damaged or broken item.
- Resolution: Upon verification, we will issue a 100% full refund to your original payment method or dispatch a free replacement shipment immediately, with no return of the damaged item required.
2. Standard Returns (Non-Defective / Change of Mind) If you are not entirely satisfied with your purchase for non-quality reasons:
- Contact us within 30 days of receiving your package to request a Return Authorization.
- Items must be returned unused, undamaged, and in their original packaging.
- Customers are responsible for paying return shipping costs to our designated return facility.
- Original shipping fees are non-refundable.
3. Refund Processing Timeline
- Once your return package is received and inspected (or damage proof is accepted), refunds will be processed within 3 to 5 business days.
- Refunds are credited back to the original PayPal account or bank card used during checkout. PayPal processing times vary between 24–72 hours.
