Return & Refund Policy

Last updated: October 24, 2026

If you need to return a purchase or resolve an issue with your order, this page explains how to get started and what happens next.

This policy applies to purchases from Norvaluzo, operated by Hangzhou Xinglanhui Brand Management Co., Ltd. Nothing in this policy limits any mandatory consumer rights available under applicable law.

Start With an Email

To request a return, email service@norvaluzo.com within 30 calendar days of confirmed delivery.

Please include:

• Your order number.

• The email address used at checkout.

• The item or items you wish to return.

• Your reason for requesting a return.

• Relevant photographs or video, if the request concerns a product issue.

Our team will review your request and explain the next steps. Please wait for return approval and shipping instructions before sending anything back.

Which Items Can Be Returned?

For a return based on a change of mind or personal preference, the item must be unused, unaltered, and in its original condition. Please include the original packaging, accessories, and proof of purchase.

Items showing signs of use, stains, damage, scratches, or changes made after delivery may not qualify for a preference-based return. Missing packaging or accessories may also affect eligibility.

For body care products, please leave any original hygiene or protective seals intact if you are considering a return.

The following are generally excluded from preference-based returns:

• Used, altered, or customer-damaged items.

• Items returned without their original packaging or included accessories.

• Personalized or custom-made products, where offered.

• Products clearly identified as final sale before purchase.

• Gift cards, where offered.

Any product-specific restrictions will be disclosed before purchase where applicable. These exclusions do not remove rights relating to faulty, damaged, or incorrectly supplied goods.

If Your Order Arrives With a Problem

Please check your delivery promptly. If an item is damaged, defective, incorrect, incomplete, or materially different from its description, contact us as soon as possible.

Include your order number, a description of the problem, and clear photographs or video showing the item and the issue. Photographs of the shipping label and packaging may also help us investigate.

Keep the product and packaging while we review the matter. If the issue is confirmed, we will arrange an appropriate replacement, refund, or other return solution without charging you the related return shipping costs.

Who Pays for Return Shipping?

Change of mind or preference

If you return an eligible item because you no longer want it, selected the wrong option, or have another preference-based reason, you are generally responsible for the return shipping cost.

Original delivery charges are generally non-refundable for these returns, except where applicable law requires otherwise.

Product faults or fulfillment errors

If we confirm that a product arrived damaged, defective, incomplete, incorrect, or materially different from its description, we will provide an appropriate solution without requiring you to pay the related return shipping cost.

No restocking fee

We do not charge a restocking fee for eligible returns.

Sending an Approved Return

Once your request is approved, we will provide the return destination and any relevant instructions. The correct location may depend on the product and the warehouse handling your order.

Our registered company address is not the return address. Please use only the address supplied by our customer service team.

Pack the item securely to protect it during transit. Where available, use a trackable shipping service and keep your shipping receipt until the return has been completed.

Sending an item without contacting us first, or sending it to an incorrect address, may delay inspection and processing. This does not affect rights that cannot be restricted under applicable law.

How Refunds Are Processed

After your authorized return reaches us, we will inspect it and email you the outcome.

Approved refunds will be issued to the original payment method within 5–10 business days after the returned product has been received and inspected.

Your bank, card issuer, or payment provider may need additional time to display the credit. If the refund has not appeared after the stated processing period, check with your payment provider and contact us for assistance.

If a return does not meet the eligibility conditions, we will explain the reason and discuss the available next steps, subject to applicable law.

Requesting a Different Item

Exchanges depend on product availability. Contact us with your order number and the item you would prefer.

Depending on the circumstances, we may arrange a replacement or ask you to return the eligible purchase and place a separate order.

Cancelling an Order

Email service@norvaluzo.com as soon as possible if you wish to cancel.

We will make reasonable efforts to accommodate your request, but cancellation may no longer be possible once processing, packing, or dispatch has progressed.

If we successfully cancel your order before shipment, we will not charge a cancellation fee and will refund any payment collected for the cancelled order. If the order has already shipped, please follow the applicable return procedure.

Customer Support & Business Information

For assistance with a return, refund, exchange, cancellation, or delivery issue, contact service@norvaluzo.com. Including your order number and checkout email address helps us locate your purchase.

We aim to respond to general inquiries within 1–2 business days.

Brand Name: Norvaluzo
Company Name: Hangzhou Xinglanhui Brand Management Co., Ltd.
Registered Address: No. 3 Gaoxin 9th Road, Qiaonan Zone, Economic and Technological Development Zone, Xiaoshan District, Hangzhou City, Zhejiang Province
Email: service@norvaluzo.com
Customer Service Hours: Monday–Saturday, 9:00 AM–6:00 PM EST.