Refund policy

Effective Date: May 30, 2025

At Norahaven, we are committed to providing high-quality products and an exceptional shopping experience. All orders include free shipping. This Return and Refund Policy outlines your rights and our procedures to ensure fair transactions and prevent abuse. Please read the terms below carefully.

1. Eligibility for Returns

Under applicable consumer protection laws, you typically have a 30-day statutory right of withdrawal after receiving your order. You may contact us to request a return or a related solution. All requests must be reviewed and approved by us.

Eligibility Conditions

  • You must contact us within 30 days of receiving your order via email (support@norahaven.shop), and provide your order number, reason for the request, and relevant details (e.g., photos or videos of the issue).
  • Return requests must meet applicable conditions (based on the evidence you provide). Products are generally expected to be in original condition (including original packaging, labels, and accessories) and not damaged due to improper use.
  • For requests related to quality issues (e.g., defects, substandard quality, or missing products), you must provide sufficient evidence to demonstrate the issue, and we will review and may approve the request.
  • The following products are not eligible for return:
    • Custom-made or personalized products.
    • Perishable or hygiene products (e.g., food items or personal care products).
    • Opened digital products or software.
    • Gift cards or virtual products.

2. Return Process

All return requests must be approved via email. The process is as follows:

  1. Contact Us: Submit your request within 30 days of receiving your order via email (support@norahaven.shop), and include your order number, reason for the request, and relevant evidence (e.g., photos or videos).
  2. Request Review: We will review your request within 1–3 business days and communicate an appropriate solution. We may request additional information to verify your request, especially for quality or missing product claims.
  3. Solution Implementation: If your request is approved, we will provide an appropriate solution based on the specific circumstances. Processing is typically completed within 3–7 business days after approval.
  4. Next Steps: Follow our instructions to complete the process (e.g., providing additional evidence). Ineligible requests may be denied.

3. Anti-Fraud Measures

To ensure fair transactions and prevent abuse, we implement the following measures:

  • Strict Verification: Return requests must be sent from the email address associated with the order. We may require additional verification (e.g., order confirmation, payment proof, or identification) to validate requests.
  • Evidence Requirements: All requests must include clear evidence (e.g., photos or videos that clearly show the product’s condition, quality issues, or missing components). For quality or missing product claims, the evidence must sufficiently demonstrate the issue. Requests without valid evidence will be denied.
  • High-Risk Behavior Restrictions: We reserve the right to deny requests involving frequent returns, suspected fraud, or policy abuse. For example, accounts with repeated unreasonable requests, false quality claims, or incorrectly reported missing products may be restricted from future requests.
  • Fraud Monitoring: All return requests are carefully reviewed. Confirmed fraudulent behavior (e.g., false quality claims, incorrectly reported missing products, or malicious requests) may result in the account being blacklisted, restricting future purchases.
  • Reserved Rights: We reserve the right to request additional verification, adjust solutions, or deny requests that do not meet eligibility conditions to ensure fairness and policy integrity.

4. Contact Us

For questions regarding after-sales support, please contact us as follows:

  • Email: support@norahaven.shop
  • Response Time: We strive to respond within 1–2 business days.
  • Required Information: Please include your order number, a description of the issue, and relevant evidence (e.g., photos or videos) to expedite processing.

5. Legal Basis

This Policy complies with applicable international consumer protection laws. For more information about your consumer rights, please contact your local consumer protection authority.