Refund policy
Return, Refund & Subscription Policy
Returns
Returns are possible within 60 days of receipt. To process your exchange/refund request, we need the following information:
Products must be in their original condition with the original labels and tags. The packaging must not be damaged and must be in its original condition. The items to be returned must show no signs of use. You must provide your order number and, if your product was delivered damaged, photo or video material clearly showing the defect.
Please note: If the returned items do not meet these conditions, we unfortunately cannot process your return. We reserve the right to reject returned items if we suspect they have been used or damaged through no fault of our own.
Always make sure your package has a Track & Trace code. Without proof of shipping with a Track & Trace code, lost returns cannot be refunded. Shipping your return by mail without a Track & Trace code is at your own risk. As a customer, you bear the cost of the return shipment.
Once we have received your return, we will notify you by email that the return has been received. We will refund the purchase price to your account within 5–7 business days of processing your return.
Refund Method
All refunds will be issued to the original payment method used at the time of purchase. We do not issue refunds to alternative payment methods, different accounts, or in cash. Please allow 5–7 business days for the refund to appear on your statement after processing.
Non-Returnable Items
Unfortunately, products that meet one or more of the following conditions cannot be returned:
a. Sealed products. If the seal is broken, these products cannot be returned. b. Products made by the retailer according to the consumer's specifications (custom-made products). c. Products that are clearly of a personal nature. d. Products that cannot be returned due to their nature. e. Products such as underwear, lingerie, hosiery, wigs, beauty products, care products, and health products are excluded from the right of return due to hygiene reasons. These products cannot be returned and will not be processed. f. Products must be returned within 60 days of receipt.
Why Can Some Beauty and Health Products Not Be Returned After Opening?
Some of our beauty and health products are considered hygiene products. We take hygiene and public safety very seriously and, for the safety of all customers, do not allow the return of opened items. This is a standard practice among beauty and health product providers.
1+1 Free Offers
If the product is part of a 1+1 free offer and you wish to return it, you must return both items. You cannot keep one item and return the other.
Refused & Undelivered Packages
If you refuse delivery of a package at your door, a refund will not be possible. Any package that is refused or returned to sender due to an incorrect or incomplete shipping address provided by the customer will not be eligible for a refund. Any return shipping costs or customs fees incurred as a result of a refused or undelivered package will be deducted from any applicable refund at our discretion.
Damaged During Return Shipping
We are not responsible for items that are damaged during return shipping due to improper or insufficient packaging by the customer. If a returned item arrives damaged as a result of poor packaging, we reserve the right to deny the refund. We strongly recommend using the original packaging and adding adequate protective materials when returning items.
Chargebacks & Payment Disputes
If a customer files a chargeback or payment dispute with their bank or payment provider while a return or refund is already being processed, we reserve the right to pause or cancel the refund process entirely. We encourage customers to contact our support team at support@trynoralife.com to resolve any payment concerns before initiating a dispute with their financial institution.
Multiple Returns & Return Abuse
We reserve the right to refuse future returns or orders from customers who demonstrate a pattern of excessive, fraudulent, or abusive return behavior. This includes, but is not limited to, returning a disproportionate number of orders, returning items that show signs of use, or repeatedly making false claims about product defects.
Exchanges
All exchange requests are handled on a case-by-case basis via email. Please contact our support team at support@trynoralife.com to discuss your exchange request, and we will guide you through the process.
Order Cancellations
Our orders are immediately put into processing, so cancellation is unfortunately not possible.
Return Shipping Costs
All customers are responsible for the costs of their returns. We recommend sending your return with tracking, as we cannot take responsibility for lost returns. Any customs fees or duties incurred on return shipments are the customer's responsibility and are non-refundable.
Processing Timeframes
Once we receive your returned item, it will be inspected and processed. Processing refunds takes 5–7 business days. You will receive an email notification once your return has been received and another when your refund has been issued. Please allow additional time for the refund to appear on your statement depending on your bank or payment provider.
Easy Returns in 3 Steps
Step 1: Contact Us Send us an email at support@trynoralife.com. Please include the following information:
- The reason you want to exchange or return the package.
- Photos for clarification.
Step 2: Ship Your Return (After Contacting Customer Service) Send the items together with the completed return form to the address indicated on the form. Make sure to include a tracking code with the package. As the sender, you are responsible for the return shipping costs. Please send the tracking code by email to support@trynoralife.com so we can track your return at all times.
Step 3: Receive Your Refund Once the return has been received and inspected, we will refund the purchase price to your original payment method within 5–7 business days.
Subscription Policy
To support both consistent results and sustainable pricing, our subscription program has a minimum commitment period.
When you subscribe, you receive recurring monthly deliveries at a discounted price. A minimum of one billing cycle is required before cancellation. After your first order has shipped, you may cancel or adjust your subscription at any time — for example, pause, skip, or change the frequency of your deliveries.
If you'd like to talk through the best option for you — whether that's pausing, skipping a delivery, or adjusting your schedule — please reach out to us at support@trynoralife.com. We're happy to help find a solution that fits your routine.
Cancellations & Changes
All subscription cancellations, pauses, and adjustments are handled via email. Please contact us at support@trynoralife.com and our team will assist you. To avoid being charged for your next billing cycle, please make sure to reach out at least 48 hours before your next scheduled renewal date.
Subscription Refunds
Subscription payments that have already been processed are non-refundable. If you cancel your subscription, you will continue to have access to your subscription benefits and receive your scheduled delivery for the remainder of your current billing period. No further charges will be made after cancellation takes effect.
Auto-Renewal
All subscriptions automatically renew at the beginning of each billing cycle unless cancelled. By subscribing, you authorize us to charge your selected payment method on a recurring basis until you cancel.