Refund policy
⚠️ Please double-check your delivery address, phone number and all details carefully before confirming your order.
If any of the information you provide is incorrect (wrong address, invalid phone number, incomplete name, and so on), please contact us within one week of placing your order. After this point, or once your parcel has been dispatched, we can't guarantee any changes or a re-delivery.
You have 90 days to change your mind.
We offer a 90-day returns policy, which means you have 90 days from receiving your order to request a return.
To be eligible, the item must be in the same condition as when it arrived. It mustn't have been used beyond what's needed to check its nature, features and how it works. It should be returned with all tags attached, in its original packaging, and with proof of purchase (invoice or receipt).
📩 How to return an item
To start a return, email us at info@norqil.com. If your return is approved, we'll send you a returns label along with instructions on how and where to send your parcel. Return postage is covered by the customer. Items sent back without prior approval can't be accepted.
Any questions? Get in touch at info@norqil.com.
Damaged or incorrect items
Please check your order as soon as it arrives. If an item is damaged or faulty, or you've received the wrong product, contact us straight away and we'll put it right.
Exceptions / Items that can't be returned
Some items aren't eligible for return, including:
- Perishable goods (e.g. food, flowers, plants)
- Bespoke or personalised products
- Opened or used hygiene and personal care products
- Hazardous goods, or flammable liquids and gases
Sale items and gift cards can't be returned.
Products that cause a skin reaction
For hygiene and safety reasons, we can't accept returns of hygiene or beauty products that have already been opened or used — and this applies even in the case of a skin reaction or intolerance. We'd always recommend patch-testing on a small area of skin before full use.
Your responsibility
Everyone's skin reacts differently, so it's your responsibility to make sure a product suits your skin type. Our products are dermatologically tested, but we can't guarantee that no reaction will occur in people with particular skin allergies or sensitivities.
If you're unsure about a specific product, do feel free to get in touch.
Exchanges
The quickest way to get the right product is to return the original item and place a new order once your return has been approved.
Your right to cancel — 14 days
Under UK consumer law, you have the right to cancel your order within 14 days without giving a reason. As with standard returns, the item mustn't have been used beyond a reasonable inspection, and must be sent back in its original packaging with all tags attached and proof of purchase included.
A standard cancellation form is available on request.
Refunds
Once we've received and inspected your return, we'll let you know whether your refund has been approved. If it is, the amount will be credited automatically to your original payment method within 10 working days. Please note it may take your bank or card provider a few extra days to process the refund at their end.
If more than 15 working days have passed since your return was approved, please contact us at info@norqil.com.
📬 Contact details
Company name: Norqil
Address: 71-75 Shelton Street, London, WC2H 9JQ, United Kingdom
Phone: +44 7438 625539
Email: info@norqil.com