We are committed to providing you with products that help temporarily relieve your pain and improve your quality of life. We believe in the effectiveness of our products, that’s why we are offering a 90-day, no-questions-asked guarantee from receipt of order.
Our CS team is always available and will respond within 24 hours. Reach them at:
To expedite the process, thru phone and email, please make sure to clearly state your order number, your issue/concern, your email (and first and last name) when you made the purchase. We will get back to you within 24 hours.
Please also be aware that there are some companies that pose as Norelie. If you have ordered some items and we can’t locate the order ID in our system, it’s most likely ordered from a company pretending to be Norelie.
Yes, the order can be canceled within 24 hours. However, once the order confirmation email has been sent, it is no longer possible to amend or cancel the order, even if it falls within the 24-hour window
Yes, you are eligible to return your products within the 90 days period covered by our money back guarantee. Please follow the instructions below:
Refund Eligibility: Items purchased through promotions or discounts are not eligible for a refund. Similarly, free products delivered are not eligible for replacements.
Our 100% 90-day money-back guarantee policy provides you with a risk-free experience using our products. If, after using our products, you find them unsatisfactory and ineffective in providing relief, we will promptly refund the full amount you paid.
Opened and unopened product are eligible for a return.
I RECEIVED A DAMAGED ITEM. WHAT SHALL I DO?
If the purchased product is damaged, reach out to us thru email within 7 days after the delivery date. Please provide a brief description and video/picture of the damaged product. We will immediately issue a replacement. To expedite the process, please make sure to follow this format when emailing our Customer Support team:
Subject line: Damaged or Defective product
We advise you to reach out to your post, local carrier and state what has happened. We cannot guarantee a full refund or replacement for the lost or stolen items.
You may order, however, we cannot guarantee that it will be delivered nor can we guarantee that you won’t pay the customs fee.
For instructions on how to ship the returned products, refer to the email received after placing the return request.
*Note: Customers are responsible for return shipping costs for any returns or exchanges, while we cover the shipping for any replacement items. It is the customer's responsibility to ensure the return is successfully delivered to our warehouse.
For damaged or faulty items:
We will cover shipping costs for any replacement items. However, if the customer opts for a refund instead of a replacement for a damaged or faulty item, they are responsible for return shipping cost and ensuring the item is delivered to our warehouse.
WHAT ARE MY REFUND OPTIONS?
The following refund options are supported:
As soon as you returned the product and was inspected by our team, we will send an email about the approval or rejection of your refund request. Items must be in good working condition, and all the manuals and other accessories are included therein.
If you have not yet received a refund, please follow these steps to resolve the issue:
1. Double-check your bank account to ensure that the refund has not been credited yet.
2. Contact your credit card company as it may take some time for the refund to be officially posted.
3. Reach out to your bank as there is usually a processing period before the refund is posted.
If you have completed these steps and still haven't received your refund, please feel free to contact us.
Thank you for choosing Norelie. We appreciate your business and look forward to helping you manage your pain and improve your quality of life.
