Refund policy

Return & Refund Policy

Last updated: April 1, 2026

At NORVELIO, your satisfaction is our priority. If you are not completely happy with your purchase, we are here to help.

1. EU Right of Withdrawal (14 Days)

Under the European Consumer Rights Directive, you have the right to withdraw from your purchase within 14 days without giving any reason. The withdrawal period expires 14 days after the day on which you, or a third party indicated by you (other than the carrier), physically receives the goods.

To exercise your right of withdrawal, you must inform us of your decision by means of a clear statement. You may:

  • Email us at support@norvelio.com
  • Write to us at: MODERN LUXURY CARPETS SARL, 12 Rue de Strasbourg, 2560 Luxembourg, Luxembourg
  • Use the model withdrawal form below

To meet the withdrawal deadline, it is sufficient that you send your communication before the 14-day period has expired.

2. Effects of Withdrawal

If you withdraw from this contract, we will reimburse all payments received from you, including standard delivery costs (except for the supplementary costs resulting from your choice of a type of delivery other than the least expensive standard delivery offered by us).

We will make the reimbursement within 14 days of receiving the returned goods or proof of their return, whichever is earlier. We will use the same means of payment as you used for the initial transaction. In any event, you will not incur any fees as a result of such reimbursement.

3. Returning the Goods

You must send back the goods within 14 days from the day on which you communicate your withdrawal. The direct cost of returning the goods is at your expense.

Items must be returned in their original condition and packaging. You are only liable for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics, and functioning of the goods.

4. Our 30-Day Satisfaction Guarantee

Beyond your statutory rights, NORVELIO offers a 30-day money-back guarantee on all products. If you are not satisfied within 30 days of receiving your order, contact us at support@norvelio.com with your order number for a full refund.

Conditions:

  • Items must be unused and in their original packaging
  • You must provide your order number
  • Return shipping costs are the responsibility of the customer

5. Damaged or Defective Items

If you receive a damaged or defective item, please contact us within 48 hours of delivery at support@norvelio.com with:

  • Your order number
  • A photo of the damaged/defective item
  • A description of the issue

We will arrange a replacement or full refund at no cost to you, including return shipping.

6. EU Legal Guarantee of Conformity

Under EU law, all products come with a minimum 2-year legal guarantee of conformity. If a product is found to be defective or not as described within 2 years of delivery, you are entitled to have the product repaired, replaced, or to receive a price reduction or full refund.

7. Refund Timeline

Refund type Timeline
Right of withdrawal Within 14 days of receiving returned goods
30-day guarantee Within 14 days of receiving returned goods
Defective product Within 14 days of approval

Refunds are issued to the original payment method.

8. How to Start a Return

  1. Email support@norvelio.com with your order number and reason for return
  2. We will confirm your return and provide instructions within 24 hours
  3. Ship the item back to the address provided
  4. Once received and inspected, your refund will be processed

9. Exceptions

For health and hygiene reasons, we cannot accept returns on products that have been unsealed and used in a manner that renders them unhygienic, unless the product is defective.

10. Model Withdrawal Form

(Complete and return this form only if you wish to withdraw from the contract)

To: MODERN LUXURY CARPETS SARL, 12 Rue de Strasbourg, 2560 Luxembourg, Luxembourg — support@norvelio.com

I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*):

  • Ordered on (*) / received on (*)
  • Name of consumer(s):
  • Address of consumer(s):
  • Signature of consumer(s) (only if this form is notified on paper):
  • Date:

(*) Delete as appropriate.

Contact

MODERN LUXURY CARPETS SARL
12 Rue de Strasbourg, 2560 Luxembourg, Luxembourg
Email: support@norvelio.com
Phone: +352 20 20 22 37