Two Ways to Cancel

Option 1 — Online in 1 Click

This is the fastest way to cancel your membership.

1. Log in to your account at norwella.com/account.
2. Click Membership in the menu.
3. Click Cancel Membership.
4. Confirm your cancellation.

You’ll receive a confirmation email immediately.

Option 2 — Email

Send an email to support@norwella.com from the email address on your account, with the subject Cancel Membership.

We’ll confirm within 24 hours, Monday to Friday.

That’s it. No phone call. No chat. No questionnaire. No “are you sure” loop.

Want to Pause Instead?

If you’re not ready to cancel completely, you can pause your membership instead.

When paused:

• You’re not charged.
• Your benefits are temporarily suspended, including monthly credit accrual.
• You can resume anytime in your portal.
• Your existing credit balance does not expire while paused.

You can pause for up to 3 months at a time. Resume whenever you’re ready.

To pause: log in → Membership → Pause → choose duration → done.

When Does Cancellation Take Effect?

Cancellation takes effect at the end of your current billing cycle.

That means:

• You keep all Norwella Club benefits until the end of the cycle you’ve already paid for.
• There are no further charges after the cycle ends.
• We do not issue prorated refunds for partial months.

You’ll see the exact end date in your cancellation confirmation email and in your account portal.

What If I Cancel During My Trial?

If you cancel during the 21-day free trial:

• You are not charged anything.
• Your access to member benefits ends immediately on cancellation.
• Your account remains, and you can re-enrol later if you want.

What Happens to My Monthly Store Credit?

This is important to know before cancelling.

Active Norwella Club members receive a monthly store credit equal to their subscription fee: £29.90 in the UK or $29.90 in the US. This credit is issued at the start of each billing cycle.

The credit:

• Is redeemable across the Norwella Club collection on norwella.com.
• Expires 60 days from the date of issue if unused.
• Is forfeited on cancellation. Any unused credit balance is lost on the date your membership ends, even if it has not yet reached its 60-day expiry.

If you have a credit balance you want to use, redeem it before cancelling or pause your membership instead. Paused credit does not expire while paused.

This is set out in full in our Membership Agreement §7.1.

What Happens to My Other Norwella Club Benefits?

When your membership ends:

• The 90-day money-back guarantee on physical orders placed during membership remains valid for the full 90 days from delivery, even after you cancel.
• Shipping protection ends. Claims for lost, stolen, or damaged orders are no longer covered for new orders after the cancellation date.
• Priority support ends. You continue to receive standard 24-hour response support.
• Free shipping ends for orders placed after the cancellation date.

Orders placed before your cancellation date keep all the protections that applied at the time of order.

Can I Cancel Within 14 Days of Enrolment and Get a Full Refund?

Yes. Under the UK Consumer Contracts Regulations 2013, UK customers have a 14-day right of withdrawal from the date of enrolment.

If you cancel within 14 days and you were charged a membership fee:

• Email support@norwella.com with the subject Cancel under CCR 2013 within 14 days of enrolment.
• We refund the membership fee in full within 14 days of receiving your request.

This right is in addition to your ability to cancel at any time under our general cancellation terms.

Note: if you’ve already used your monthly store credit during the 14-day period, we deduct the value of redeemed credit from the refund.

US Customers — Your Cancellation Rights

In line with the Restore Online Shoppers’ Confidence Act (ROSCA) and California’s Automatic Renewal Law (CARL), US members can cancel:

• At any time, with no penalty.
• Using the same 1-click portal or email method as above.
• Without needing to call.
• Without justification.

If you’re a US member who was charged a membership fee and you cancel within 30 days of enrolment, we refund the most recent membership fee in full on request.

Email support@norwella.com with the subject Refund request — Norwella Club.

Re-Enrolling

You can come back any time. Log into your account, click Reactivate Membership, and your benefits resume immediately.

Your billing cycle and credit issuance restart on the day you reactivate.

Cancelled accounts retain order history and saved preferences indefinitely.

Failed Payment vs Cancellation

These are different:

• You cancel: intentional, you control the date, and benefits continue until the end of the cycle.
• Failed payment: your card is declined or expired. We retry 3 times across 7 days, then place your membership in a lapsed state.

A lapsed membership is not the same as cancellation. Your credit balance is held for 30 days during a lapsed state before forfeiture.

If your payment failed because you wanted to stop, please cancel actively via the portal or email so we know.

If You Have a Problem Instead of Wanting to Cancel

If you’re considering cancellation because something went wrong — wrong order, damaged item, late delivery, or you just have a question — please contact us first.

We resolve almost everything within 24 hours, often immediately. Our priority is making it right.

Email support@norwella.com with a short description of the issue. We read every message.

Disputes and Chargebacks

If you initiate a chargeback or payment dispute through your bank instead of contacting us first, we may be unable to help you keep your membership, credit balance, or future order eligibility.

Please give us the chance to fix the issue before disputing. We almost always can.