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Eligibility Dates

• Return Period – 30 Days
• Warranty Parts or Repairs – 2 Year

​Products purchased through an authorized retailer must follow the return policies of the retailer and cannot be returned to norell directly. Products purchased through our website are subject to the terms and conditions below:

​RETURNS
​If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.

If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.

Returning products within 30 Days of delivery: Any product purchased can be returned within 30 days for a refund to the original method of payment. The customer will be responsible for return shipping costs. norell DOES NOT PROVIDE RETURN SHIPPING LABELS FOR BUYERS Remorse.

If an item arrives defective, norell will exchange it for a working product and provide a return shipping label for the defective product at no cost to the customer.

If return products show abnormal wear & tear or physical damage. We will deduct 30%-70% of the refund amount based on wear & tear or physical damage. This also includes missing parts or accessories sold with the product.

​Follow these steps to return products within 30 days of delivery:​

• Start a return request on the live chat application.

1. click the bot icon to start.
2. choose “start a return” option.
3. provide details of the return.
4. our agent will contact you to confirm/arrange the return.

• Pack the product in original packaging or sturdy box to ensure the product will be returned without damage. For original packaging, this must include the styrofoam inserts.
• Once we receive and inspect the product, we will process the refund within 2 to 3 business days.​

NOTICE: It is the buyer’s responsibility to keep the original packaging of the goods, and norell will be exempt from responsibility for return disputes caused by lack of packaging boxes.

NOTICE: We will not accept shipping damage claims filed more than 7 days after receipt of any products.

NOTICE: We will not accept fail delivery/missing package claims filed more than 7 days after receipt date of shipping tracking.

CANCELLATIONS

Items returned while in transit: If you wish to cancel your order after it has already been processed, please contact us to let us know.

​In some situations, the product may end up being delivered after the cancellation request. If that is the case, it is the buyer’s responsibility to ship and return the product back to our warehouse.​

If the customer service staff does not process your order cancellation request in time due to the time difference, and the order is finally sent out and cannot be intercepted, you will need to refuse delivery. If your rejection fails, you will pay the shipping fee for the return.

Our working hours are Hong Kong time: 9:00-18:00 Mon. – Fri.

Tracking your package

Using the tracking number provided in your order confirmation email you can check the status of your delivery with the carrier. Please see our shipping restrictions below for more information.

Shipping restrictions
norell.fr will not accept product or product part orders being shipped to Canada, Puerto Rico, Hawaii or Alaska.

P.O. boxes
norell can not ship to a U.S. Postal Service post office box. Please provide an actual street address.

APO/FPO addresses
norell cannot ship to APO/FPO addresses.

Commercial mail boxes
norell cannot ship to a commercial mailbox similar to a Mail Boxes Etc®. Please provide an actual street address.

Undeliverable packages
When the carrier returns these undeliverable packages to us we issue a full refund excluding shipping charges. Please allow 30 days for refund to your credit card account.

These undeliverable packages will not be reshipped. A new order must be placed for the item. Please review our address accuracy tips above before placing another order.

The decision to label a shipment as undeliverable is made by the carrier usually for one of the following reasons:

Incorrect address
If an address is incorrect or incomplete the package will be returned by the carrier. Please be careful when entering your address and proof read it for any mistakes before submitting your order. Customers are responsible for entering the correct shipping address.

Refused by recipient
If you are placing an order to send as a gift it may be refused by a recipient who is not expecting to receive a gift. You may want to let the recipient know that they should be expecting a surprise.

Return address:
Craig Hook
Hookies Scooters
18 Park Parade
Havant, Hampshire
PO9 5AD
UK