Refund policy
At Norell, we keep this simple. This policy explains when an item can be returned, how refunds work, and how to start the process.
If you’re not completely satisfied with your Norell Water filter, we offer a hassle-free return policy. You may return your product within 60 days of delivery.
For any request, email us at hello@norellwater.com with your order number.
Return eligibility
To be eligible for a return and refund, your item must meet all of the following:
- It is undamaged and in resellable condition.
- It is in its original packaging.
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Replacement filters must be unused, with the original seal unbroken. Because filters sit in contact with your water, we cannot accept one once it has been opened or used, for hygiene and safety reasons.
Items that do not meet these conditions are not eligible for a refund, unless they arrived damaged, defective, or incorrect (see below).
Damaged, defective, or incorrect items
If your order arrives damaged, defective, or is not what you ordered, contact us at hello@norellwater.com within 14 days of delivery. Please include your order number and a photo of the issue.
- You do not need to return the item before we help you.
- We will send a replacement, or issue a refund, at no cost to you, including any shipping involved.
Exchanges
To exchange an item, return the original in line with the Return eligibility above. Once the return is accepted, place a new order for the item you want.
Shipping costs
- Original shipping and handling fees are non-refundable.
- For change-of-mind returns, return shipping is the customer's responsibility.
- If your item arrived damaged, defective, or incorrect, we cover all shipping at no cost to you.
How to start a return
- Email hello@norellwater.com with your order number and the reason for your return.
- We will confirm whether a return is needed and, if so, send return instructions and a shipping label where applicable.
- Send items only to the address we provide. Items returned without prior authorization may not be accepted or refunded.
How long refunds take
Once a refund is approved (and, where a return is required, once we have received and inspected the item), we issue it to your original payment method within 7 business days. Your bank or card provider may take additional time to post it.
Changes to this policy
We may update this policy from time to time. Changes take effect when posted here and apply to orders placed after that point.
Acknowledgment
By placing an order with Norell, you acknowledge and agree to the terms in this Returns & Refunds Policy.
For all inquiries, contact us at hello@norellwater.com.