Return and refund policy
Norvera Parlor accepts returns on most items. This page describes the window you have, the condition an item needs to be in, who pays return delivery, and how long a refund takes.
The return window
The window is 10 days from the day the parcel is delivered. Get your message to us inside it; the item itself can travel back afterwards.
What condition an item has to be in
Three conditions: the piece is unused; the original packaging and all parts come back with it; and the order invoice is in the box. The exception is a faulty item – if it arrived faulty, none of the above stands in the way of a return.
On exchanges
On exchanges: we do not offer a direct exchange. The practical route is to return the piece you have and place a fresh order for the replacement, so the second order ships without waiting for the first to come back.
Return delivery costs
Two cases, two answers. Changed your mind: you pay the return delivery. Our error – damaged, faulty, wrong or incomplete – and once confirmed, we cover or reimburse the return delivery cost.
If the parcel arrives damaged
Report it at [email protected] within 48 hours of delivery. Send photographs of the outer parcel and the contents; an unboxing video is strongly recommended. We look at the evidence and arrange a replacement or refund where it applies. We will not turn a claim down purely for lack of a video.
Refund timing
Refunds are processed within 7 business days of the item arriving back and passing the condition check. Money returns by the route it came – or, for a Cash on Delivery order, to bank or UPI details you give us. Nothing is deducted; there is no restocking fee.
If you were charged twice
A double payment on one order is refunded within 5 business days of us confirming the duplicate transaction. Nothing needs to be returned first – it is not a return, it is a payment error.
Items outside this policy
- Items made or personalised to your specification.
- Items sold as clearance and marked non-returnable on the product page.
- Items returned without original packaging, where that packaging forms part of the product.
Returning candles and mirrors
A candle that has been lit cannot be returned. Mirrors must come back in the original packaging – the corner protection is what makes a return journey survivable. If a mirror arrives cracked, do not unpack it further; photograph it as it is and write to [email protected] within 48 hours.
Warranty
Norvera Parlor does not provide an additional warranty through this store. Where a warranty is stated on a product page, that warranty applies according to its own terms.
Where returns go
Returns go to the business and order fulfilment address: Manpada, Nr. St Xavier’s School & Mercedes Showroom, Ghodbunder Rd, Thane, Maharashtra 400607, India. Please write to [email protected] before sending anything back so the return is logged against your Order ID.