Refund policy
We stand behind the quality of every product we make. If you’re not fully satisfied with your purchase, we’re here to help.
30-Day Satisfaction Guarantee
All purchases are protected by a 30-day satisfaction guarantee from the date of delivery. If you wish to request a refund, please contact us at support@norphia.com within 30 days of receiving your order, and include your order number for faster processing.
Pre-Order Policy
Some items are sold as pre-orders and require production/preparation time before shipping. Estimated shipping windows are shown on the product page (and/or at checkout).
- Cancel before shipment: If you request cancellation before your order ships, we will issue a refund to your original payment method.
- After shipment: Once an order has shipped, cancellations are no longer possible and our standard return/refund process applies.
Eligibility for Refunds
- Items must be returned in their original condition and packaging.
- Refunds are eligible for items that are defective, damaged, or incorrect.
- Returns due to personal preference are accepted, but a $4.95 flat rate return shipping fee will be deducted from your refund.
Exchange Option
If your item arrives defective or not functioning properly, you may choose to receive a replacement or a full refund. We’ll cover all shipping costs for exchanges related to product quality issues.
Refund Process
Please allow up to 7 business days for us to process your return once it arrives at our facility, and an additional 3 business days for the refund to appear in your account. You’ll receive an email confirmation once your refund has been completed.
Non-Returnable Items
For hygiene and safety reasons, certain items cannot be returned or refunded. These include, but are not limited to, makeup brushes, sponges, and other consumable or personal-use items. Additionally, final sale items and personalized products are also non-returnable.
If you have any questions about our refund process, feel free to reach out to us anytime at support@norphia.com — we’re always happy to assist.