Refund policy

Last updated: November 1, 2025

At Novormo, we want you to be completely satisfied with your purchase. However, if an item does not meet your expectations, you may return it within 30 days of receipt, subject to the conditions outlined below. Once your return is approved, we will refund the purchase price using your original payment method.

We understand that sometimes an item may not fit or is simply not what you expected. That’s why we offer a clear and transparent return process, so you know exactly what to expect.

Return Conditions

You may return an item within 30 days of receipt provided that:

  • The item is unworn, unwashed, undamaged, and unaltered
  • The item is preferably returned in its original packaging
  • You first submit a return request and receive approval
  • The item does not fall under the non-returnable exceptions listed below

Returns that do not meet these conditions may be refused and not refunded.

Return Procedure

1. Request a Return

Email us at support@novormo.com with your order number. Once your return request is approved, you will receive:

  • A Return Authorization Number (RAN)
  • A return form
  • The return address and shipping instructions

2. Packaging

Pack the item securely along with the return form. Clearly include or mark the RAN on the inside or outside of the package.

3. Shipping

Returns must be shipped to our international return center (PDP processing facility):

Return Address (International PDP Processing Location):

4th Floor, Guangfuling Smart Science and Technology Park
No. 49, Xinbao 3rd Street
Dalang, China

Always use a trackable shipping method and keep proof of shipment. Returns are at the customer’s own risk. Novormo cannot guarantee refunds for items lost or damaged in transit.

Return Shipping Costs

Return shipping costs are the responsibility of the customer in nearly all cases. These costs may be significant depending on the carrier you choose.

Examples where customers are responsible for return shipping include:

  • Ordering the wrong size
  • Item not meeting personal expectations
  • Ordering the wrong color or variant
  • Accidental duplicate orders

Exception:

If an item is delivered damaged or incorrectly, please contact us immediately. We will review the case and provide an appropriate solution, including free return shipping if applicable.

Refunds

After your return request is approved, we kindly ask you to share the tracking link of your return shipment within 14 days. If no proof of shipment is provided within this period, Novormo is not obligated to issue a refund.

Once the tracking link is received on time, and the return is delivered and approved:

  • The purchase price will be refunded within 10–14 business days using your original payment method
  • You will receive an email confirmation
  • Additional processing time may apply depending on your bank or card issuer

Exchanges

We do not offer direct exchanges. If you would like a different size or color, please return the item as described above and place a new order. The new order will be treated as a separate purchase and is subject to the same return policy.

Non-Returnable Items

The following items are not eligible for return:

  • Hygiene-related products (such as underwear or earrings)
  • Personalized or custom-made items
  • Items that have been worn, washed, damaged, or returned without tags or labels

Customer Service

If you have questions about returns, please contact us before sending anything back. We are here to help.

Support Hours: Monday – Saturday, 9:00 AM – 5:00 PM (ET)
Email: support@novormo.com
Phone: +31 6 44908879
Address: Verdunplein 17, 5627SZ Eindhoven, The Netherlands

Legal Notice (United States)

This Return Policy is written in accordance with U.S. consumer protection principles for online purchases. Please note:

  • U.S. law does not provide the same automatic “cooling-off period” that exists in the European Union. Novormo voluntarily offers customers the right to return eligible items within 30 days of receipt, as described above.
  • This policy does not affect any statutory rights you may have under applicable state or federal law.

This Return Policy is effective as of November 1, 2025.