Refund policy

We have a 30-day return policy: you have 30 days after receiving your item to request a return or refund.

Your item must be in the same condition that you received it, unworn, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.

To start the process, contact us at contacto@norvelka.com with the reason for your request and photos of the product if applicable. In most cases, once your request is validated, we process the refund or a replacement without requiring you to physically return the item. If your specific case requires a physical return, we'll give you specific instructions by email.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you received the wrong item, so we can evaluate the issue and resolve it as soon as possible.

Exceptions / non-returnable items
For hygiene reasons, we do not accept returns on conductive gels (INIA Essence Gel Mini, AbSonic Essence Gel, and the AbSonic Essence DuoPack) once opened, unless they arrive defective or damaged. All other products (devices) can be returned within 30 days if they arrive unused and in their original packaging.
We also do not accept returns on sale items or gift cards.

Exchanges
The fastest way to make sure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14-day cooling-off period
If the merchandise is shipped within the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification, under the same conditions stated above.

Refunds
We will notify you once we've reviewed your request and let you know if the refund was approved. If approved, you'll be automatically refunded on your original payment method within 10 business days. Please remember it can take some additional time for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since we approved your return, please contact us at contacto@norvelka.com.