Refund policy

Due to the nature of dietary supplements, Norella products cannot be returned or exchanged once shipped. As consumable goods, we cannot guarantee handling or storage conditions once a product leaves our facility, which is why we maintain strict no-return standards to protect the quality, safety, and hygiene of every order.

That said, we do offer refunds in specific circumstances outlined below.

Refund Eligibility

We may issue a refund at our discretion if:

  • Your order arrives damaged or defective
  • Your order is lost in transit
  • You do not experience the expected results (see 90-Day Money-Back Guarantee below)

Non-Refundable Situations

To keep our guarantee fair for everyone, we're unable to offer refunds for:

  • Personal taste preferences
  • Allergic reactions or ingredient sensitivities (please review ingredients before ordering)
  • Ordering the wrong product or quantity
  • Products not used as directed

90-Day Money-Back Guarantee

We stand behind the quality of Norella Feminine Strips. If you do not experience the expected results after using the product as directed, you may request a refund within 90 days of your purchase, subject to the conditions below.

A note on bundles and multi-packs:

Our 90-Day Money-Back Guarantee covers one tin per customer. If you order a bundle or multi-pack and it's not the right fit, we'll refund the cost of one tin — the rest of the order is non-refundable. We mention this upfront so there are no surprises later. Bundles are designed for customers who already know they love Norella, which is why the guarantee is built around your first tin.

Additional Conditions:

  • The product must have been used as directed
  • The request must be submitted within 90 days of the original purchase date
  • This guarantee can only be redeemed once per customer

Refund Process

To request a refund, contact us at support@mynorella.com with:

  • Your order number
  • A brief explanation of your request

Our team will review your request and respond within 1–2 business days.

If approved:

  • Refunds are issued to the original payment method
  • Processing time: 3–5 business days
  • Bank processing may take an additional 5–10 business days

Damaged or Missing Orders

If your order arrives damaged or does not arrive:

  • Contact us within 7 days of delivery (for damaged items)
  • Provide clear photos if applicable

We'll review the situation and provide a replacement or refund where appropriate.

Shipping Liability

Once a package has been handed over to the shipping carrier, Norella is not responsible for delays, losses, or damages caused by the carrier. However, we will assist where possible in resolving delivery issues.

Final Notes

We reserve the right to deny refund requests that do not meet the conditions outlined above. By placing an order, you agree to this Return & Refund Policy.