What qualifies
This 30-day policy covers genuine issues with items bought from NORELIQUE, such as an item arriving damaged, a manufacturing defect, an incorrect item or a product materially different from its description. The 30-day period begins on delivery. This is not a general change-of-mind return offer, except where applicable law gives you that right.
How to request help
- Contact us within 30 days of delivery using the email or WhatsApp button on this page.
- Provide your order number, the email used at checkout and a clear explanation of the issue.
- Include original, unaltered photos or video of the actual item you received, plus packaging or shipping-label photos when relevant. Keep the product and any available packaging while we review the request.
- Wait for our assessment and return instructions before sending anything back. We will provide the correct return address and explain the next steps.
Original evidence only
AI-generated images or videos, fabricated documents, stolen photos and edited material that invents or misrepresents damage are not accepted as evidence. Claims must describe a real issue with the item received. We may request additional original photos, a video or inspection of the item to clarify a claim. If evidence appears inconsistent, you may provide clarification or alternative genuine evidence; suspicion alone is not proof of fabrication. Knowingly false claims may be declined.
Product condition and exclusions
Keep the item in the condition in which the issue was discovered and avoid further use that could make it worse. Damage caused by misuse, accidental damage after delivery or unauthorised alterations is not covered by this voluntary policy. Opening packaging or using an item enough to discover a genuine defect does not automatically invalidate a claim. Missing packaging alone does not remove rights provided by law.
Returns and shipping
We will confirm whether a return is needed and provide the return method and address. For an approved damaged, defective or incorrect-item claim, NORELIQUE will arrange or cover reasonable return shipping. Please agree any shipping cost with us before paying for postage. Do not ship leaking, flammable or otherwise restricted items until we have provided suitable instructions.
Refunds
We will communicate the outcome after reviewing the information and, where needed, inspecting the returned item. Approved refunds are issued to the original payment method for the affected item, including taxes and any delivery charges refundable under applicable law. Bank and payment-provider posting times vary. If you cannot see a confirmed refund, contact us with your order number. A replacement may be offered by agreement; it does not remove any refund right provided by law.
Your legal rights
This policy does not limit mandatory consumer rights, including any applicable cancellation rights or remedies for faulty or misdescribed goods. Legal rights may apply beyond this 30-day period. Contact us if your circumstances require a different remedy under applicable law.