Refund Policy

Last updated: 13 May 2026

We want you to be confident in your order. This policy explains your rights, our money-back guarantee, and how to request a refund.

If you're unsure about anything, email support@norwella.com and we'll help.

Your statutory rights — never excluded

Different rules apply to UK customers and US customers.

If you are a UK customer

1. 14-day right of withdrawal (Consumer Contracts Regulations 2013)

You have 14 calendar days from the date you receive your order to cancel without giving any reason.

We must refund you in full within 14 days of either:

• receiving the returned goods, or
• receiving evidence you have sent them back (whichever is sooner).

For physical products this right applies in full — no questions asked within the 14-day window.

For subscription / membership enrollments the position is different: when you enrol in the Norwella VIP Club, member digital benefits (discount code, member shipping, drop access, monthly content, portal access) are delivered immediately upon enrolment. As part of enrolment, you consent to immediate delivery and acknowledge that your right of withdrawal under CCR 2013 is affected accordingly, to the extent permitted by law. See the Subscription / Membership refunds section further down this page, and Sections 7 and 9 of the Membership Agreement, for full details.

Your non-waivable statutory rights are preserved in all cases — see the Statutory exceptions section below.

2. Faulty goods (Consumer Rights Act 2015)

Goods must be:

• of satisfactory quality,
• fit for purpose, and
• as described.

If your goods are faulty or not as described, you have:

• A 30-day short-term right to reject for a full refund
• A right to repair or replacement if you prefer
• A final right to reject for a refund (less reasonable use) if a repair or replacement fails

Nothing in this policy limits these statutory rights.

If you are a US customer

US federal and state consumer protection laws apply to your purchase. In particular:

• Magnuson-Moss Warranty Act — implied warranty of merchantability applies to products sold in interstate commerce. If a product fails to perform as reasonably expected, you may be entitled to repair, replacement, or refund.
• State consumer protection laws — your state's specific consumer protection laws apply. Many states (including California, New York, Florida, Texas, and Illinois) have specific rules about subscriptions, auto-renewal, and refunds.
• California residents — under California Auto-Renewal Law (CARL), we provide pre-renewal reminders 3 days before each membership charge and an easy online cancellation process.
• FTC ROSCA (Restore Online Shoppers' Confidence Act) — federal law requires clear disclosure of subscription terms, affirmative consent, and easy cancellation. We comply with these requirements.

US federal law does not require a 14-day "cooling-off" right of withdrawal equivalent to the UK CCR 2013. However, our voluntary 30-day money-back guarantee (below) applies to all customers regardless of region.

Nothing in this policy limits your statutory rights under US federal or state law.

Norwella 30-day money-back guarantee — keep the box

In addition to your statutory rights, we offer a 30-day money-back guarantee on every order:

• Try the product for up to 30 days.
• If it's not for you — for any reason — email us at support@norwella.com.
• We refund you in full.
• You keep the box. We don't ask you to return the product.

We do this because we trust our formulations and we don't want returns logistics to be your problem if a product didn't work for you.

This guarantee is in addition to, and never replaces, your 14-day right of withdrawal or your rights under the Consumer Rights Act 2015.

How to request a refund

Standard refund (within 14 days)

Email support@norwella.com with the subject "Refund request — order #[your order number]".

Include:

• Your order number
• Reason for return (optional — we don't require it within the 14-day window)
• Whether you want a refund or a replacement

We'll respond within 24 hours weekdays and process your refund within 14 days of receiving your request (or the returned goods, where applicable).

30-day money-back guarantee

Email support@norwella.com with the subject "Money-back guarantee — order #[your order number]".

Include:

• Your order number
• A brief note on what didn't work (optional, but helps us improve)

We refund in full and you keep the box. We typically process within 5 working days.

Faulty or damaged goods (Consumer Rights Act 2015)

Email support@norwella.com with the subject "Faulty item — order #[your order number]" within 30 days of delivery.

Include:

• Your order number
• A photo of the fault if visible
• Whether you want a refund, repair, or replacement

We pay the return shipping for faulty goods. We aim to resolve faulty-goods claims within 7 working days.

Return shipping

Reason for return	Who pays return shipping
Change of mind (14-day right of withdrawal)	You pay return shipping
30-day money-back guarantee	No return needed — keep the box
Faulty, damaged, or wrong item	We pay return shipping (Royal Mail tracked label provided)

For change-of-mind returns within the 14-day window, email support@norwella.com FIRST with the subject "Return request — order #[your order number]". We will reply with the correct returns address and instructions for your region (we use regional return hubs to keep your shipping affordable).

Pack the item carefully. We recommend using a tracked service so you have proof of postage. We are not responsible for items lost in return transit.

Eligibility for return

For change-of-mind refunds within the 14-day window, items should be:

• In their original condition where reasonably possible
• With original packaging where possible (we don't refuse a return because tape is broken — we apply a reasonable approach)

We reserve the right to apply a fair deduction to your refund if the value of the goods has been reduced by handling beyond what is necessary to inspect them — this is permitted under CCR 2013.

Hygiene exception: For oral-care products like ColorShift Sachets, individual sachets that have been opened or used cannot be resold for hygiene reasons. However, the 30-day money-back guarantee covers this — you keep the box and we still refund.

Refund processing

• Refunds are issued to the original payment method.
• Bank processing time is typically 3–7 business days after we issue the refund.
• We notify you by email when the refund is issued.
• If your card has been replaced or expired, please contact us — we can arrange an alternative method.

Subscription / Membership refunds

The Norwella VIP Club is governed by its own Membership Agreement (see Section 7 and Section 9 of the Membership Agreement). In summary:

• Digital benefits are delivered immediately upon enrolment — the member discount code, member shipping benefit, drop-access notifications, monthly content, and portal account all activate at the moment of enrolment.
• By enroling, you consented to immediate delivery of the digital benefits and acknowledged that your right of withdrawal under UK Consumer Contracts Regulations 2013 is affected accordingly, to the extent permitted by law.
• Because member benefits are delivered immediately upon enrolment, membership fees for periods where benefits were available are generally non-refundable, except where required by law or where benefits were not delivered due to our fault.
• Cancellation ends future charges only. It does not generate a refund for the current billing cycle.

Statutory exceptions (non-waivable)

The provisions above do not exclude your non-waivable rights. You remain entitled to a refund if:

• The digital benefits were not delivered due to a fault on our side (for example, the discount code did not activate, the portal was inaccessible, or free shipping was not applied to a member order)
• You were misled about the nature of the membership or its terms
• You are exercising a non-waivable statutory right under the UK Consumer Rights Act 2015

If you believe any of these apply, email support@norwella.com with the subject "Membership refund — order #[your order number]" and we will review your case within 24 hours weekdays.

If you used a member discount on a purchase and then cancel the membership, the discounted price stands for that order — we don't claw back retroactively.

If you didn't realise a membership was added to your order

The Norwella VIP Club is automatically included in your cart when you purchase certain qualifying products. We display it clearly with a "Remove from order" button before you complete checkout, and the disclosure above the Place Order button explicitly informs you of the 21-day trial and £29.90/month auto-renewal.

If you completed your order and only later realised the membership was included, please email support@norwella.com immediately with the subject "Auto-add review — order #[your order number]".

Our support team will:

• Confirm receipt within 24 hours weekdays
• Review the case individually
• Cancel the membership immediately so no further charges occur

Refund of the current cycle is at our discretion and is granted on a case-by-case basis, taking into account whether the digital benefits had been delivered and accessed.

Exceptions

The 14-day right of withdrawal does not apply to:

• Personalised or custom-made items
• Sealed products that have been unsealed and are not suitable for return for health-protection or hygiene reasons (covered by our 30-day money-back guarantee instead)
• Digital content delivered immediately with your express prior consent and acknowledgement that you lose the right of withdrawal

We do not currently sell items in any of these excluded categories, but this section is here for completeness.

What if I'm not happy with how my claim is handled?

If you're not satisfied with our resolution:

• Email us again and we'll escalate to a senior team member: support@norwella.com
• You may contact Citizens Advice (citizensadvice.org.uk · 0808 223 1133) for free, impartial guidance on your consumer rights.
• For chargeback disputes, you may contact your card issuer directly — though we'd appreciate the chance to resolve first.

Contact

Email: support@norwella.com

Address: ABN GLOBAL SALES LLC · 6407 Magnolia St, Milton, FL 32570, USA

Response time: within 24 hours, Monday to Friday 9am–5pm GMT.

Your statutory rights as a UK consumer are protected in full. Although ABN GLOBAL SALES LLC is a US-incorporated company, UK consumer protection law (Consumer Rights Act 2015 and Consumer Contracts Regulations 2013) applies to your purchase whenever you are a UK resident, and nothing in this policy limits those rights.