Refund policy

Return & Refund Policy

We have a 30-day return policy — you have 30 days after receiving your item to request a return.

To be eligible, your item must be in the same condition you received it: unused, with any tags, and in its original packaging. You'll also need the receipt or proof of purchase.

To start a return, contact us at support@shopnorvi.com with your order number. If your return is approved, we'll email you the return address and full instructions. Items sent back without first requesting a return can't be accepted.

You can always reach us with any return question at support@shopnorvi.com.

Damages and Issues
Please inspect your order on arrival and contact us right away if the item is defective, damaged, or incorrect. Send a photo to support@shopnorvi.com and we'll make it right — usually with a replacement or full refund, and in most cases you won't need to ship anything back.

Exceptions / Non-Returnable Items
Certain items can't be returned: perishable goods (such as pet food or treats), custom or personalized products, digital/downloadable items, and personal-care goods. We also can't accept returns on hazardous materials. Unfortunately we cannot accept returns on sale items or gift cards. Reach out if you're unsure about your item.

Exchanges
The fastest way to get what you want: request a return on the item you have, and once it's approved, place a new order for the replacement.

European Union 14-Day Cooling-Off Period
If your order ships into the EU, you may cancel or return it within 14 days for any reason, no justification needed. The item must be in its original condition — unused, with tags, in original packaging — with proof of purchase.

Refunds
We'll notify you once we've received and reviewed your return (or approved your claim), and whether the refund was approved. If approved, you'll be refunded to your original payment method within 10 business days. Note that your bank or card company may take additional time to post it. If more than 15 business days have passed since approval, contact us at support@shopnorvi.com.