NORÉA does not run a commercial satisfaction-return programme. What follows is the set of rights you hold by law when buying at distance from a seller established in Spain, and exactly how to use them.
Right of withdrawal — 14 days
Under Spanish and EU distance-selling law you may withdraw from your purchase within 14 calendar days of receiving it, without giving a reason, provided the product is unopened and its hygiene seal is intact.
To exercise it, write to care@norea.com with your order number and the words “withdrawal” before the 14 days elapse. We will confirm the return address the same working day. Return shipping is paid by the customer. We refund the full product price, including the standard outbound shipping you paid, within 14 days of receiving the product back — to the same payment method you used.
Why opened bottles are excluded
Article 103(e) of Spanish Royal Legislative Decree 1/2007, which transposes EU Directive 2011/83/EU, excludes sealed goods from the right of withdrawal when they are unsuitable for return for reasons of health protection or hygiene and the seal has been broken after delivery. A cosmetic serum in an airless pump is such a product: once the seal is broken it cannot be resold or re-sterilised, so it cannot be returned under the withdrawal right.
This is why the site never advertises a money-back trial. We would rather be plain about it before you order than discover it afterwards.
Faulty, damaged or incorrect products
This is separate from withdrawal and is not affected by the seal. If the product you received is damaged, leaking, not the item you ordered, or does not conform to what was described, you are covered by the legal guarantee of conformity for three years from delivery under Spanish law.
Write to us with your order number and a photograph. We will replace the unit or refund it in full, including all shipping, and we pay the return cost. No form, no restocking fee, no argument.
Before you order
Because an opened bottle cannot come back, we would rather talk you out of a purchase that will not work for you. Describe the marks you want to treat to care@norea.com and we will tell you honestly whether this formula is the right thing — including when it is not. The questions section and the full ingredient list are published for the same reason.
How to reach us
care@norea.com — answered by a person, usually within one working day, Monday to Friday 09:00–18:00 CET.
Nothing on this page limits or replaces your statutory rights. Where this page and the law disagree, the law applies.