Refund policy

Last updated: October 6, 2026

We want you to love your Norvale purchase. If it isn't right for you, you have 30 days from delivery to return it.

30-day returns

You can return your order within 30 days of the delivery date, even if you've tried it, as long as:

  • the item is clean and undamaged,
  • it's returned with all parts and accessories (including the charging cable and manual), and
  • it's in its original packaging where possible.

How to start a return

  1. Email support@getnorvale.com with your order number and the reason for the return.
  2. We'll reply with the return address and instructions. Please don't send items back without contacting us first, because returns sent to the wrong address can't be processed.
  3. Pack the item securely and send it using a trackable shipping service. Keep your proof of postage.

Return shipping costs

For change-of-mind returns, the customer is responsible for the cost of return shipping. Original shipping was free, so nothing is deducted for it.

If your item arrived damaged, faulty or incorrect, you don't pay anything. See below.

Refunds

Once we receive and check your return, we'll email you to confirm. Approved refunds are issued to your original payment method within 5 business days. Depending on your bank or card provider, it can take a further 5–10 business days for the refund to appear on your statement.

Damaged, faulty or incorrect items

If your massager arrives damaged, stops working, or you received the wrong item, email us within 30 days of delivery with your order number and a photo or short video of the issue. We'll send a free replacement or give you a full refund, and you won't need to pay for any return shipping.

Exchanges

If you'd like a different colour, the quickest way is to return the original item for a refund and place a new order.

Cancellations

You can cancel your order free of charge any time before it ships. Email us as soon as possible with your order number. Once an order has shipped, it can't be cancelled, but you can return it under this policy.

Bundle orders

If you bought a bundle (2 or 3 massagers) and return only part of it, the refund for the returned items is based on the discounted price you paid per item.

Your legal rights

This policy is in addition to, and does not affect, your statutory rights as a consumer under the laws that apply to you.

Contact

Email support@getnorvale.com. We're happy to help.