Refund policy

Returns
Unfortunately we can’t offer you a refund or exchange, unless you have purchased one of the Matt Miller range of products, Stophair™, SuperFace™ or FollicleFood™ which carry a 100% manufacturer's satisfaction guarantee. Other products, Arthromend™, Yamoa™, Toxin Buster™ can be returned for refund or exchange within 3 months provided their Use By date is within 1 year of expiration, and their seals remain unbroken.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned. Shade™ cannot be accepted for return as it is made on demand to ensure freshness and a 12 month Use By date at time of purchase.

Additional non-returnable items:
Gift cards

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer in the case of Yamoa™ or the Matt Miller™ range.

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at sales@not-the-norm.com.

Exchanges (if applicable)
We replace items if they are defective or damaged, or if you have ordered the wrong item in error. If you need to exchange it for the same item, send us an email at sales@not-the-norm.com and send your item to: Not the Norm Ltd, Returns, Units 1-3, 27 Bankside, Station Approach, Kidlington, Oxfordshire, OX5 1JE, United Kingdom.

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Shipping
To return your product, you should mail your product to: Not the Norm Ltd, Returns, Units 1-3, 27 Bankside, Station Approach, Kidlington, Oxfordshire, OX5 1JE, United Kingdom.

You will be responsible for paying for your own shipping costs for returning your item, unless there was an error on our part e.g. we sent you the wrong item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over £50, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.