Refund & Returns Policy
Last updated: July 1, 2026
30-day return window
You have 30 days from the date your order is delivered to request a return. To be eligible, the item must be unused, in its original packaging, and in the same condition you received it.
How to request return authorization
All returns require prior authorization. To request it, email hello@trynorvexia.com with:
- Your order number
- The email address used on the order
- The item you want to return and the reason
We reply within one to two business days with written return authorization, return instructions, and the return address.
Please do not ship items back before receiving that authorization — returns sent without prior authorization may not be accepted or refunded.
Return shipping
Customers are responsible for return shipping costs unless the item arrived damaged, defective, or incorrect. We do not send prepaid return labels for change-of-mind returns. We recommend using a tracked shipping method — we can't be responsible for returns lost in transit.
Refunds: where the money goes and when
Refund method: approved refunds are always issued back to the original payment method used at checkout (the card or wallet you paid with). We do not issue refunds by bank transfer, cash, or store credit.
Refund timing: once your return is delivered to us and inspected, we email you to confirm the outcome and process the approved refund within 5–10 business days of receiving the return. Depending on your bank or card issuer, it may take a few additional days for the credit to appear on your statement.
The original shipping cost (if any) is non-refundable.
Damaged, defective, or incorrect items
If your order arrives damaged, defective, or if we sent the wrong item, please email us within 7 days of delivery with a photo. We'll cover return shipping and send a replacement or full refund at your choice.
Non-returnable items
- Items that have been used, worn, or show signs of wear
- Items missing original packaging or accessories
- Gift cards
Exchanges
We don't process direct exchanges. If you'd like a different item or variant, please return the original for a refund and place a new order.
Cancellations
Contact us within 1 hour of placing your order to request cancellation. Once an order enters processing, it can't be cancelled but can still be returned once delivered.
Contact
All return requests: hello@trynorvexia.com.