Återbetalningspolicy

Last updated: 2 October 2026

One hour cancellation window

You may cancel your order directly through your customer account within one hour (60 minutes) of completing the purchase. To use this option, submit the cancellation through the order's cancellation function before that period expires. Cancellation takes effect when the request is successfully submitted; retain the confirmation.

After the one-hour window, the customer-account cancellation option is no longer available and we do not offer discretionary cancellation or guarantee that preparation or shipment can be stopped. Address changes or other amendments may also no longer be possible. If the function is unavailable during the one-hour window, notify NORVEXANA within that window so that your request can be assessed using its submission time.

This one-hour window governs our direct order-cancellation facility only. It does not shorten or exclude statutory withdrawal, cancellation, refund or non-performance remedies. You may exercise any applicable statutory right by a clear statement to NORVEXANA; you are not required to use the customer-account function. Where a shipment cannot be intercepted, we will provide the applicable return instructions.

Statutory withdrawal rights

For consumer purchases covered by EU or UK distance-selling rules, you generally have 14 calendar days after receiving the goods to notify us that you wish to withdraw from the purchase, without giving a reason. Where goods from a single order are delivered separately, the starting date follows applicable law, generally receipt of the last item.

You must notify us of withdrawal no later than 14 calendar days after receiving the goods, subject to the applicable rules for separate deliveries. After notifying us, you must send the goods back without undue delay and no later than 14 calendar days after the date of your withdrawal notice. The return deadline is met if you hand the goods to the carrier before that period expires; warehouse receipt is not required within that period.

You must retain and provide proof that the goods were dispatched within the applicable 14-day return period. Suitable evidence includes a dated carrier acceptance receipt or tracking record identifying the return shipment. Creating a shipping label alone does not establish that the goods were handed to the carrier. Equivalent reliable evidence will also be considered.

We do not voluntarily extend these periods. Any longer period, extension or additional rights required by applicable law will nevertheless prevail. Failure to provide mandatory cancellation information may extend the cancellation period as required by law. These withdrawal deadlines do not limit separate statutory remedies for faulty or non-conforming goods.

Returns to our warehouse in Asia

Change-of-mind returns are sent to our warehouse in Asia. Contact NORVEXANA to obtain the correct return destination and shipping instructions before sending goods back. We will provide the return address without undue delay; an internal authorisation is not a condition for exercising statutory rights.

You bear the direct cost of a change-of-mind return where this has been disclosed before purchase and is permitted by law. Where legally required return information or cost disclosures have not been supplied, your statutory rights and the seller's legal obligations prevail.

Please contact us before sending a return so that we can provide accurate instructions. However, an internal approval or return authorisation number is not a condition for exercising a valid statutory right. Our registered office, correspondence address and the address printed on the delivery label are not necessarily return locations.

For faulty goods, errors attributable to NORVEXANA or other circumstances where we are legally responsible for return costs, we will arrange an appropriate solution at no cost to you. We will not require you to bear international return costs in those circumstances.

Condition of returned goods

You may inspect goods to the extent necessary to establish their nature, characteristics and functioning. Return the supplied accessories and components and package the goods appropriately.

Where permitted by law, we may deduct a demonstrated reduction in value caused by handling beyond what was necessary for that inspection. We do not automatically impose restocking fees, penalties or a refusal solely because the original packaging is missing. Hygiene-related exceptions apply only where the requirements below are met.

Exceptions to withdrawal rights

Where applicable law permits, withdrawal rights may not apply to goods made to your specifications or clearly personalised, goods liable to deteriorate or expire rapidly, or sealed goods genuinely unsuitable for return for health-protection or hygiene reasons once unsealed after delivery.

Any applicable exception must be disclosed before purchase for the relevant product. Beauty products, devices and intimate products are not automatically excluded from returns as entire categories. These exceptions do not remove rights relating to faulty or non-conforming goods.

Refund amounts

The base refund is the price actually paid for the returned products. Discounts will be allocated proportionately where appropriate. We do not recalculate discounts in a punitive or unlawful manner.

Where legally required following withdrawal from an entire order, we also reimburse the cost of the least expensive standard delivery option offered for that order. The additional charge for a more expensive delivery option expressly selected by you is excluded where the law permits.

For partial returns, delivery-charge treatment follows applicable law and the circumstances of the shipment. Optional packaging, shipping protection and other additional services are assessed under their disclosed terms and applicable law. They are not automatically non-refundable merely because they appear as separate checkout charges. We do not deduct amounts we are legally required to refund or costs caused by our own error.

Refund timing and method

For statutory withdrawal, we issue refunds without undue delay and within the applicable legal deadline, generally within 14 calendar days after receiving your withdrawal notice. Where permitted, we may withhold reimbursement until we receive the goods or adequate evidence that you have sent them back, whichever occurs first. This withholding does not apply where we have offered to collect the goods and the law does not permit it.

We may reasonably verify that return evidence relates to the correct order and goods, without exceeding legal limits. A delay in return transport does not justify withholding a refund once adequate evidence triggers the reimbursement obligation.

Refunds are issued using the original payment method unless you expressly agree to another lawful method without additional cost. Your bank or payment provider may require additional time to display the credit; this does not alter our deadline for issuing it.

For exceptional goodwill returns voluntarily agreed outside statutory rights, we may agree in advance to refund only the product price after receipt and inspection at our warehouse. This condition does not apply to statutory rights.

Faulty incorrect or damaged products

If goods are faulty, incorrect or damaged, contact us with a description of the problem. Photos or videos can assist assessment where reasonably available, but are not an absolute condition for exercising statutory rights. No 24-hour or 48-hour reporting requirement extinguishes those rights.

Depending on applicable law and the issue, remedies may include repair, replacement, price reduction or termination and reimbursement. We bear any costs legally attributable to us.

Legal guarantees

NORVEXANA is responsible for product conformity under applicable law. Statutory rights exist independently of any commercial warranty, insurance or shipping-protection option.

EU consumers generally benefit from a minimum two-year legal guarantee from delivery, and national rules may provide greater protection. UK consumers have applicable rights to goods of satisfactory quality, fit for purpose and as described, including an initial 30-day right to reject where the legal conditions are met and subsequent rights to repair, replacement or other remedies.

Normal wear, misuse or damage caused by the customer does not automatically constitute a defect attributable to NORVEXANA. Assessments respect applicable rules on evidence; using a product does not in itself exclude a pre-existing defect.

An additional commercial warranty applies only when expressly described with its guarantor, duration, territory, coverage and claim procedure. It cannot restrict statutory rights.

Exchanges and requests outside statutory rights

We do not offer a general commercial exchange or return entitlement beyond statutory rights unless expressly stated on the product page or confirmed in writing. Goodwill exceptions are assessed individually. Convenience exchanges depend on availability and agreement on any lawful costs.