Last Updated: August 12, 2026
At Norovain, we are committed to ensuring your satisfaction with every purchase. This Refund Policy outlines the eligibility requirements, procedures, and timelines for returns, refunds, and exchanges for orders placed through norovain.com.
Return Eligibility
We accept returns within 30 calendar days from the date of delivery. To be eligible for a return, all items must:
● Be in unused, original condition
● Remain unwashed and unworn
● Have all original tags, labels, and branding intact
● Be returned in their original product packaging
Types of Returns
Returns fall into two categories with distinct shipping and refund terms:
Customer-Initiated Returns (Change of Mind)
Returns due to change of mind, incorrect size selection, color preference, or other reasons not caused by our error:
● You are responsible for all return shipping costs.
● The original shipping fee paid at checkout is non-refundable.
● A full refund of the item subtotal will be issued once the returned item is received and passes inspection.
Defective, Damaged, or Incorrect Items (Our Error)
If you receive an item that is damaged, defective, or does not match the product you ordered:
● We cover 100% of return shipping costs via a prepaid return label sent to your email.
● You are eligible for a full refund (including original shipping fees) or a free exchange, subject to stock availability.
● Please provide photos of the damaged/incorrect item and its outer packaging when submitting your request to expedite processing.
Item Not Received (Lost Packages)
If your order does not arrive within the estimated delivery window, or tracking confirms the package is lost in transit:
● Contact our support team within 30 days of the expected delivery date.
● We will verify the logistics status directly with the carrier.
● Once loss is confirmed, you may choose either a full refund to your original payment method or a free reshipment of the order. No return is required for lost packages.
Orders Already Shipped & Cancellations
Once an order has been handed over to the shipping carrier, it cannot be canceled, and we are unable to intercept packages in transit.
● If you no longer want an in-transit item, you may refuse delivery upon arrival or return the item following our standard return process after receipt.
● If you refuse delivery of an in-transit package, we will process a refund (minus original shipping fees) once the package is returned to our warehouse and inspected.
● If tracking shows no updates for an extended period or the package is confirmed lost, please refer to our Item Not Received policy above.
Return Process
To initiate a return, contact us through one of the following channels within 30 days of delivery:
● Email: service@norovain.com
● Phone: +1 212-226-5896 (available during business hours)
Please include your order number and the reason for your return in your request. For defective, damaged, or incorrect items, please attach supporting photos.
Once your return request is approved:
1. Securely pack the item in its original packaging.
2. For returns due to our error, use the prepaid return label we send to your email. For customer-initiated returns, ship the package at your expense using a trackable shipping service.
3. Include a printed note with your order number inside the package to speed up processing.
4. Ship the return to the following address:
295 Madison Avenue, 12th Floor
New York, NY 10017
United States
Refund Timeline & Method
After we receive and inspect your returned item, we will process your refund within 5–7 business days.
● All refunds will be issued back to your original payment method.
● Please note that due to varying bank processing times, the funds may take an additional 5–10 business days to appear on your account statement.
● Original shipping fees are only refundable for returns caused by our error (defective, damaged, or incorrect items).
Exchanges
We offer free exchanges for defective items and sizing issues, subject to stock availability.
● To request an exchange, follow the standard return process and specify your preferred replacement size or color when contacting us.
● Exchanges are processed within 3–5 business days after we receive and inspect your returned item.
● Outbound shipping for the replacement item is covered by us.
● If your requested replacement is out of stock, we will notify you promptly and offer you the option to select an alternative item or receive a full refund.
Non-Returnable Items
Items Ineligible Due to Condition
Items that do not meet our return eligibility requirements — including items that have been worn, washed, damaged by the customer, or are missing original tags and packaging — will not qualify for a refund or exchange. We will return the item back to you at your own shipping cost.
Final Sale & Non-Returnable Categories
All products sold on norovain.com are eligible for return as long as they meet the condition requirements outlined above. If any final sale or non-returnable items are added in the future, they will be clearly marked on the product page at the time of purchase.
Restocking Fees
We do not charge any restocking fees for eligible returns.
Contact Information
If you have any questions about this Refund Policy or your return, please reach out to our customer support team:
Email: service@norovain.com
Phone: +1 212-226-5896
We aim to respond to all inquiries within 1–2 business days.
Business Hours (Eastern Time)
Monday – Friday: 9:00 AM – 5:00 PM ET
Closed weekends and major U.S. public holidays
Operating Company
Hangzhou Aixun Trading Co., Ltd.
（杭州艾迅贸易有限公司）
China Factory & Business Address
Building 1, 5th Floor, Units 7, 8, 9 & 10,
No. 8999 Jianshe Si Road, Guali Town,
Xiaoshan District, Hangzhou, Zhejiang 311241, China
US Returns Address
Norovain Returns
295 Madison Avenue, 12th Floor
New York, NY 10017
United States