Refund policy
Refund & Returns Policy
Last updated: [DATE]
There are two ways to get your money back. The first is your legal right. The second is a promise we make on top of it, because this product takes weeks rather than days and we would rather you had time to find out properly.
1. Your legal right to cancel — 14 days
Under the Consumer Contracts Regulations 2013 you can cancel your order for any reason within 14 days of the day you receive it. You do not have to give a reason.
To cancel, email hello@noramyx.com with your order number and tell us you are cancelling. You then have a further 14 days to send the goods back.
You do not need to send anything back. We do not ask for returns, opened or unopened. Tell us you are cancelling and we refund you.
We will refund the price you paid, plus the standard delivery charge if you paid one, within 14 days of you telling us. Refunds go to the original payment method. If you chose a faster delivery option than our standard one, we refund the standard cost.
2. Our 90-day guarantee
This one is broader. If you have given it a fair go and your dog's skin or coat has not improved, tell us and we will refund you in full — including bottles you have already used.
How it works:
- The 90 days run from the day your first order is delivered.
- Email hello@noramyx.com with your order number before the 90 days are up.
- You do not need to send anything back — opened, part-used or unopened. Keep it or pass it on.
- We refund the full amount you paid, including any delivery charge, to your original payment method, normally within 5 working days of agreeing the refund.
- We will not ask you for photographs, receipts from your vet, or proof that you used it. We may ask how you got on, because it helps us — but the refund does not depend on your answer.
The limits, stated plainly:
- One guarantee claim per household.
- It applies to your first order. If you reorder after a successful first order, the 14-day cancellation right still applies to the new order, but the 90-day guarantee is not renewed.
- It covers orders placed directly with us at noramyx.com. If you bought elsewhere, that seller's policy applies.
We do not put a minimum-use condition on this. We would rather you gave it the full eight weeks, because that is when most owners tell us they see something — but if you decide at week three that it is not for you, the guarantee still stands.
3. If something arrives damaged, wrong or faulty
Email hello@noramyx.com with your order number and a photograph if you can. We will replace it or refund it, whichever you prefer, and we do not ask you to send the damaged one back. This is in addition to your rights under the Consumer Rights Act 2015 and does not replace them.
4. If your order has not arrived
Contact us if it has not turned up within the window given in our Shipping Policy. We will chase the carrier and then replace or refund it, whichever you prefer.
5. Why we don't ask for returns
Sending a part-used bottle of dog supplement back across the country helps nobody, and it turns a refund into an errand. So we don't do it. If we have agreed a refund, that is the end of it — keep the bottle, use it up, or pass it to someone whose dog might get on better with it.
6. Anything else
If you are not sure which of these applies to your situation, email us and ask. We would rather sort it out than have you work it out from a policy page.