Refund and Return Policy
Last updated: May 2026
At Norphem we stand behind every product we ship. If your order isn't right, we want to make it right. Please read the following policy carefully — it explains how, when, and under which conditions you can request a return or refund.
30-Day Satisfaction Guarantee
You may request a return within 30 days from the delivery date. To be eligible for a refund, items must be unused, in their original condition, and returned in the original packaging. Because of the personal-care nature of our products, items that have been used or unsealed cannot be returned for hygiene and safety reasons.
Non-Returnable Items
The following items are not eligible for return or refund:
- Products that have been opened, used, or have a broken hygiene seal
- Gift cards or promotional items received free of charge
- Final-sale or clearance items (clearly marked at the time of purchase)
How to Start a Return
To start a return, please email support@trynorphem.com with the following information:
- Your order number
- The full name used at checkout
- The reason for the return
- If applicable, clear photos of the product or packaging
Our team will review your request and respond within 1–2 business days with return instructions. Please do not ship items back without prior authorization — packages returned without an approved RMA may not be accepted.
Damaged, Defective, or Wrong Items
If your order arrives damaged, defective, or different from what you ordered, please contact us within 48 hours of delivery with photos of the item and packaging. We will arrange a replacement or full refund at no additional cost.
Return Shipping
Customers are responsible for return shipping costs unless the return is due to a Norphem error (damaged, defective, or wrong item). We recommend using a trackable shipping method, as we cannot guarantee that we will receive your returned package.
Refunds
Once we receive and inspect your return, we will notify you of the approval or rejection of your refund. Approved refunds will be processed to your original payment method within 5–10 business days. Please note that your bank or credit-card provider may take additional time to post the funds to your account.
Original shipping costs (if any) are non-refundable, except in cases where the return is due to a Norphem error.
Late or Missing Refunds
If you haven't received your refund after 10 business days from our confirmation email, please:
- Check your bank account again.
- Contact your credit-card provider — it may take some time before your refund is officially posted.
- If you've done all of this and still haven't received your refund, please contact us at support@trynorphem.com and we will look into it immediately.
Exchanges
If you'd like to exchange an item, please follow the same process as a return and place a new order for the replacement product. This is the fastest way to ensure you receive what you need.
Cancellations
If you need to cancel an order, please contact us within 12 hours of placing it. Once an order has shipped, it can no longer be cancelled — but you can still return it under the conditions described above.
Contact Us
Email: support@trynorphem.com
Response time: within 24 hours, Monday to Friday