Return and refund policy

Norwicke® Return & Refund Policy

At Norwicke®, we want you to shop for your coloured contact lenses with confidence. This Return & Refund Policy explains how returns, exchanges, and refunds are handled.

1. Return Eligibility

We offer a 30-day return policy, which means you have 30 days after receiving your order to request a return.

To be eligible for a return:

  • The item must be in the same condition as received

  • Contact lenses must be unused, unworn, and unopened

  • The original seal must remain intact

  • The item must be in its original packaging

  • A receipt or proof of purchase is required

Because coloured contact lenses are hygiene-sensitive products that come into direct contact with the eyes, opened or unsealed lenses cannot normally be returned unless they are faulty, damaged, incorrect, or otherwise covered by your statutory rights.

2. How to Start a Return

To request a return, please contact us at:

service@norwicke.com

If your return request is approved:

  • We will provide return instructions

  • Where applicable, we may provide a return shipping label

  • We will explain how and where your parcel should be returned

Important:
Items returned without first contacting us and receiving return authorisation may not be accepted.

If you have any questions regarding a return, please contact us at service@norwicke.com.

3. Damaged, Defective or Incorrect Items

Please inspect your Norwicke® order as soon as it arrives.

If you receive a product that is:

  • Damaged

  • Defective

  • Incorrect

  • Missing items

Please contact us as soon as possible so we can review the issue and provide an appropriate solution.

When contacting us, please include:

  • Your order number

  • A description of the issue

  • Clear photographs of the product

  • Photographs of the packaging where relevant

4. Hygiene & Non-Returnable Items

For hygiene and eye-safety reasons, we generally cannot accept returns of coloured contact lenses that have been:

  • Opened

  • Unsealed

  • Worn or tried on

  • Used

  • Contaminated

  • Damaged after delivery

We may also be unable to accept returns of:

  • Personalised or customised products

  • Gift cards

  • Products specifically identified as non-returnable where permitted by law

Original delivery charges may not be refundable except where required by applicable law.

This section does not affect your statutory rights if an item is faulty, damaged, misdescribed, or not as ordered.

5. Exchanges

If you would like a different colour, style, or product, the fastest option is usually to:

  1. Request a return for the original eligible item

  2. Wait for the return to be approved

  3. Place a new order for the replacement product

For hygiene reasons, opened or worn contact lenses cannot normally be exchanged unless they are faulty or incorrect.

6. UK 14-Day Cancellation Right

If you are purchasing as a consumer in the United Kingdom, you may have the right to cancel certain online purchases within 14 days after receiving your goods, in accordance with applicable UK consumer law.

However, this cancellation right may not apply to sealed goods that are not suitable for return due to health protection or hygiene reasons once the seal has been broken.

For coloured contact lenses, this means:

  • Unopened and sealed products may qualify for cancellation where applicable

  • Opened or unsealed contact lenses may be excluded for hygiene reasons

  • Faulty, damaged, or incorrect products remain subject to your statutory consumer rights

To exercise a cancellation right, please contact us within the applicable period at service@norwicke.com.

7. Refunds

Once we receive and inspect your eligible return, we will notify you of the outcome.

If your refund is approved:

  • The refund will normally be issued to your original payment method

  • Please allow up to 10 business days for the refund to be processed after approval

Your bank, card issuer, or payment provider may require additional time before the funds appear in your account.

If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at:

service@norwicke.com

8. Return Shipping

Return shipping arrangements will be confirmed after your return request has been reviewed.

Please do not send any products back before receiving instructions from Norwicke®.

Where a product is faulty, damaged, incorrect, or otherwise covered by your statutory rights, return shipping costs will be handled in accordance with applicable consumer law.

For discretionary returns, return shipping costs may be the responsibility of the customer unless otherwise stated.

9. Contact Us

If you have questions about a return, refund, exchange, damaged item, or incorrect order, please contact our customer support team:

Email: service@norwicke.com

Contact Phone Number: +1 (930) 222-0722

Hotline Service Hours: PDT 9AM-6PM

Please include your order number when contacting us so we can assist you more efficiently.

Thank you for choosing Norwicke®. We are committed to making your coloured contact lens shopping experience clear, reliable, and convenient.