Return & Refund Policy
Return & Refund Policy
We want you to feel confident ordering from Norrell. If your order arrives damaged, defective, incorrect, or does not arrive as expected, we're here to help.
Quick Policy Summary
Damaged, Defective or Incorrect Products
If your BrightStay™ order arrives damaged, defective, misprinted, or you receive the wrong product, please contact us within 30 days of receiving your order.
Please email support@trynorrell.com and include:
- Your order number
- A brief description of the issue
- Clear photos showing the product and the problem
- Photos of the shipping package or label if relevant
Once we review your claim, eligible orders may receive a replacement or refund at no additional product cost to you.
Lost Packages
If your tracking information indicates that your package may have been lost in transit, please contact us as soon as possible.
Claims for packages lost in transit must be submitted no later than 30 days after the estimated delivery date. We will review the shipment information and, when the claim is approved, arrange an appropriate replacement or refund.
Tracking Shows Delivered, But I Can't Find My Package
If your tracking information shows your order as delivered but you cannot locate it, please first check:
- Around your property and delivery location
- With household members
- With neighbors or building management
- With the shipping carrier using your tracking number
If you are still unable to locate the package, contact us at support@trynorrell.com and we will review the situation with you.
Returns & Change-of-Mind Orders
BrightStay™ is an ingestible wellness product. For health, hygiene, and product-safety reasons, we generally cannot accept returns of products that have been opened, used, or had their safety seal broken.
We do not normally provide refunds for buyer's remorse, change of mind, taste preference, or accidentally ordering more product than intended once an order has entered fulfillment.
Order Changes & Cancellations
Orders are sent to fulfillment shortly after being placed. If you need to cancel or change an order, contact us immediately at support@trynorrell.com .
We will do our best to assist you, but once an order has entered production, fulfillment, or shipment, we may no longer be able to cancel or modify it.
Incorrect or Incomplete Shipping Address
Customers are responsible for providing a complete and accurate shipping address at checkout.
If a package is returned, lost, or undeliverable because an incorrect or incomplete address was provided, a refund may not be available. If reshipment is possible, additional shipping charges may apply.
Unclaimed or Refused Packages
Packages that are refused, left unclaimed, or returned because the recipient did not collect the shipment may not qualify for a refund. If reshipment is available, additional shipping charges may apply.
International Orders, Customs & Duties
For international orders, customers are responsible for any customs duties, import taxes, fees, or other charges imposed by the destination country unless otherwise stated at checkout.
Orders rejected, abandoned, or returned because required customs fees were not paid may not qualify for a refund or free replacement.
Promotional & Free Products
Products provided as part of a promotion, bundle, discount, or “free” offer have no separate cash refund value. Any approved refund will be calculated based on the amount actually paid for the qualifying order.
Approved Refunds
When a refund is approved, it will normally be issued to the original payment method used for your purchase.
After we issue a refund, your bank, credit-card company, PayPal, or other payment provider may require additional processing time before the funds appear in your account.
Shipping Charges
Original shipping charges are generally non-refundable unless the refund results from an error on our part, a qualifying damaged or defective product, or another circumstance where Norrell determines that a full refund is appropriate.
Fraudulent or Abusive Claims
Norrell reserves the right to refuse a refund, replacement, or other remedy when there is reasonable evidence of fraud, policy abuse, repeated claims, false information, or attempted misuse of this policy.
This policy applies to purchases made directly through trynorrell.com.
Nothing in this policy is intended to limit any rights or remedies that cannot be excluded under applicable consumer-protection law.