Refund policy

Last updated: 2 October 2026

1. About this policy

This Refund & Return Policy applies to products bought on mendlyshop.com ("Mendly"), which is operated by Norvelle LLC, a single-member limited liability company organized under the laws of the State of Wyoming, USA ("we", "us", "our"). It forms part of our Terms of Service.

Our 30-Day Money-Back Guarantee and our promise on faulty, damaged or incorrect items are voluntary commitments given by Norvelle LLC, 30 N Gould St, Sheridan, WY 82801, United States (email: contact@mendlyshop.com). They apply to all products sold on mendlyshop.com and are offered in addition to your rights under the law of your country – they never replace or limit them. In particular, you are entitled by law to remedies from us, free of charge, if a product is faulty or not as described, and those remedies are not affected by our guarantee. Section 9 summarises your statutory rights.

2. Our 30-Day Money-Back Guarantee (satisfied or refunded)

If you are not satisfied with a product for any reason, contact us within 30 days of the date it was delivered (as shown by the carrier's tracking) and we will give you a full refund of the price you paid for it. This guarantee applies to every product we sell, including cosmetics such as brow pens and car care products, whether or not you have opened or tried them.

How it works:

• Contact us first at contact@mendlyshop.com with your order number and the product concerned (see Section 4). We will confirm your refund and tell you whether the item needs to be sent back.
• Opened cosmetics, hygiene products and used consumables (for example, a brow pen you have tried or a car care bottle you have started): for hygiene and safety reasons you do not need to send them back. We may ask you for a photo of the product.
• Other products (for example, tools): we will usually ask you to return the item with its parts and accessories, using the return instructions we send you. Please do not send items to our business address.
• For change-of-mind returns, you pay the cost of return shipping unless the law of your country requires otherwise (see Section 5). Shipping on your original order was free, so there is no outbound shipping charge to deduct from your refund.

The guarantee covers one refund per product purchased and is intended for genuine customers; we may decline requests that are clearly abusive (for example, repeated refund requests for the same product or resale). This does not affect your statutory rights, including the right of withdrawal described in Section 9.

3. Faulty, damaged or incorrect items

If your product arrives damaged, develops a fault, is missing parts or is not what you ordered:

1. Email us at contact@mendlyshop.comwithin 30 days of delivery with your order number, a short description of the problem and clear photos or a short video showing it. If the item was damaged in transit, please also include a photo of the outer packaging and the shipping label.
2. Once we have reviewed your claim, we will offer you your choice of a free replacement (subject to availability) or a full refund.
3. In most cases you will not need to send the item back. If we do need it back (for example, to inspect it), we will give you a prepaid return label or reimburse your reasonable return postage.

Please keep the item and its packaging until your claim has been settled. The 30-day window is simply the quickest route: if a fault appears later, contact us anyway – you may still have rights under the law of your country (see Section 9), and we will honour them.

Safety first: if a product seems unsafe – for example, a cosmetic causes irritation or a tool breaks in a way that could cause injury – stop using it straight away and contact us. Seek medical advice if needed.

4. How to return an item

1. Contact us first. Email contact@mendlyshop.com (or use our contact form) with your order number, the item(s) concerned and whether you are making a change-of-mind return, a claim for a faulty, damaged or incorrect item or (in the EU, EEA or UK) exercising your right of withdrawal.
2. Get your return instructions. We will reply with a return authorisation and the return address for your item. The return address depends on the product and the fulfilment partner that handles it, and may be in another country. We will always tell you where to send your item before you ship it.
3. Pack the item securely, preferably in its original packaging, and include your order number.
4. Send it with a tracked service and keep your proof of postage. Please email us the tracking number.
5. We process your refund once the return has arrived and been checked (see Section 6).

Important: our registered business address (30 N Gould St, Sheridan, WY 82801, United States) is not a returns address. Items sent there cannot be processed as returns, which may delay your refund. Please only use the return address we give you.

5. Return shipping costs

• Faulty, damaged or incorrect items: free. If we need the item back, we cover the cost of returning it.
• Change-of-mind returns (including returns after you exercise a statutory right of withdrawal or cancellation): you pay the direct cost of sending the item back, unless the law of your country requires otherwise. Because the return address may be in another country, the cost depends on where you are and where the item is going – you will always know the address before you send anything.

6. Refunds

• Timing: we issue refunds within 5–10 business days after we receive your returned item or, where no return is needed, after we approve your claim. Where the law gives you a shorter deadline (for example, after a withdrawal or cancellation in the EU, EEA or UK – see Section 9), we meet that deadline.
• Method: refunds go back to your original payment method. We do not charge any fee for refunds. Your bank or payment provider may take a few extra business days to show the refund on your statement.
• Currency: we refund the amount you paid, in the currency you paid in. If your card uses a different currency, your bank's exchange rate on the day of the refund may differ from the rate on the day of purchase; this is outside our control.
• Bundles and discounts: if you return only part of a bundle or a discounted order, the refund is based on the price you actually paid for the returned items, including their proportionate share of any discount.
• Deductions: we only reduce a refund (a) under our guarantee, if a returned item does not meet the conditions in Section 2 (we will contact you first), or (b) after a statutory withdrawal or cancellation, to reflect any loss in value caused by handling the item more than was necessary to establish its nature, characteristics and functioning.
• Taxes and import charges: taxes collected at checkout are refunded together with the product price. Import duties or taxes that you paid directly to a carrier or customs authority were not collected by us; you may be able to reclaim them from the carrier or customs authority, and we will help where we can.

7. Exchanges

We do not offer direct exchanges. If you would like a different product, colour or variant, the quickest way is to return the original item under our 30-Day Money-Back Guarantee and place a new order. If your item is faulty, damaged or incorrect, we will send you a replacement free of charge (see Section 3).

8. Cancelling an order before it ships

If you change your mind before your order has shipped, email us as soon as possible with your order number. If your order has not yet been processed for shipping (we usually process orders within 1–3 business days), we will cancel it and refund you in full. If it has already shipped, we cannot stop it, but you can return it under this policy once it arrives.

Consumers in the EU, EEA and UK can also withdraw from (cancel) their order at any time from placing it until the end of the 14-day withdrawal period – see our Right of Withdrawal page.

9. Your statutory rights

Nothing in this policy limits the rights you have under mandatory consumer law. Below is a summary of key rights in the countries we sell to. It is provided for information only and is not a complete statement of the law.

European Union and EEA (Ireland, France, Spain, Portugal, Italy, Luxembourg, Denmark, Finland and Norway)

Right of withdrawal. Under the Consumer Rights Directive 2011/83/EU (as implemented in your country, and in Norway through the EEA Agreement), you can withdraw from your purchase within 14 days from the day you – or a third party you named, other than the carrier – receive the goods (or the last item, if your order arrives in several parcels), without giving any reason. In summary:

• We will refund all payments received from you, including standard delivery costs (shipping on our orders is free), no later than 14 days after we are informed of your decision to withdraw. We may withhold the refund until we have received the goods back or you have supplied evidence of having sent them back, whichever is earlier.
• You must send the goods back within 14 days of telling us that you are withdrawing, and you bear the direct cost of returning them.
• You are only liable for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning.
• The right of withdrawal does not apply to sealed goods that are not suitable for return due to health protection or hygiene reasons if they have been unsealed after delivery (Article 16(e) of the Directive) – for example, cosmetics such as brow pens whose seal has been broken.

The full withdrawal instructions and the model withdrawal form are on our Right of Withdrawal page.

Legal guarantee of conformity. Under the Sale of Goods Directive (EU) 2019/771, as implemented in your country, we are responsible for any lack of conformity (for example, a defect, or a product that does not match its description) that exists when the goods are delivered and becomes apparent within at least two years of delivery. You are entitled to have the goods brought into conformity by repair or replacement, free of charge, within a reasonable time and without significant inconvenience. If repair or replacement is impossible or is not carried out properly or within a reasonable time, if the defect persists, or if it is so serious that it justifies it, you are entitled to a proportionate price reduction or to end the contract and receive a refund (ending the contract is not available for minor defects). A defect that appears within one year of delivery is presumed to have existed at delivery unless we prove otherwise.

Some countries provide longer or additional protection – for example, a three-year guarantee period with a two-year presumption in Spain and Portugal, a two-year presumption in France, up to five years in Norway for goods intended to last substantially longer, and in Ireland a 30-day short-term right to reject non-conforming goods and up to six years to seek a remedy. In Finland, the period depends on the expected lifespan of the goods. Some countries also require you to tell us about a defect within a certain time after you discover it, so please contact us promptly.

France. The mandatory information on the legal guarantee of conformity and the legal guarantee against hidden defects is set out in Section 11 of our Terms of Service.

United Kingdom

Right to cancel. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you can cancel within 14 days from the day you receive the goods (or the last item of an order delivered in several parcels), without giving any reason. We will refund you within 14 days after the day we receive the goods back or, if earlier, the day you provide evidence that you have sent them back. You bear the direct cost of returning the goods, and we may reduce your refund for any loss in value caused by handling them more than necessary. Sealed goods that are not suitable for return for health protection or hygiene reasons (such as cosmetics) cannot be cancelled once unsealed after delivery. See our Right of Withdrawal page.

Faulty goods. Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. If they are not, you can reject them for a full refund within 30 days of delivery (the short-term right to reject). After that, or if you prefer, you can ask for a repair or replacement; if that is not possible or does not fix the problem, you can ask for a price reduction or reject the goods for a refund (if you reject them more than six months after delivery, the refund may be reduced to reflect your use). Faults that appear within six months of delivery are presumed to have been present at delivery unless we prove otherwise. You can bring a claim up to six years after delivery (five years in Scotland).

Switzerland

Swiss law does not provide a statutory right of withdrawal for online purchases, but our 30-Day Money-Back Guarantee (Section 2) applies to Swiss customers in full. You also benefit from the statutory warranty for defects under the Swiss Code of Obligations (Articles 197 et seq.), with a limitation period of two years from delivery for new goods. Please inspect your goods promptly on receipt and tell us about any defect as soon as you discover it. For faulty items, we offer a replacement or refund as described in Section 3.

Australia

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

These consumer guarantees – including that goods are of acceptable quality, fit for any disclosed purpose and match their description – are not limited to 30 days; they apply for a period that is reasonable for the type of product. If a faulty item has to be returned and this would involve significant cost to you, we will arrange and pay for its return. The benefits given to you by our 30-Day Money-Back Guarantee and our faulty-item promise are in addition to other rights and remedies you have under the law in relation to the goods. The guarantee is given by Norvelle LLC, 30 N Gould St, Sheridan, WY 82801, United States (email: contact@mendlyshop.com); to make a claim, follow the steps in Sections 3 and 4.

New Zealand

Nothing in this policy limits your rights under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986. Goods must be of acceptable quality, fit for any particular purpose you made known to us and match their description. If a product does not meet these guarantees, you are entitled to a remedy – such as a repair, replacement or refund – and, where the failure is of a substantial character, you can reject the goods and choose a refund or replacement.

Canada

Nothing in this policy limits your rights under the consumer protection laws of your province or territory, including the Québec Consumer Protection Act – for example, the legal warranties that goods are fit for the purposes for which they are ordinarily used and durable in normal use for a reasonable length of time. Depending on your province, you may also be entitled to cancel an online purchase if the goods are not delivered within 30 days after the delivery date specified (or, if none was specified, within 30 days after the purchase) or if required information was not disclosed to you, and to ask your credit card issuer to reverse the charge if we do not refund you when required.

United States

Our guarantee is in addition to any rights you have under the consumer protection laws of your state, including any implied warranties that cannot be disclaimed under applicable law (see Section 11 of our Terms of Service).

Japan

Our 30-Day Money-Back Guarantee, as set out in this policy, is our special provision on returns (返品特約) under Article 15-3 of the Act on Specified Commercial Transactions. Our liability under Japanese law for products that do not conform to the contract is not excluded. See our Japan disclosure page.

10. Questions, complaints and payment disputes

If you have a question about a return or refund, email contact@mendlyshop.com or use our contact form. We provide customer service by email so that there is always a written record of your request. How we handle complaints is explained in Section 24 of our Terms of Service.

If something has gone wrong with your order, please contact us before opening a payment dispute or chargeback – we can usually resolve the issue faster. This does not affect your right to contact your card issuer or payment provider.

Related information: Shipping Policy · Right of Withdrawal (EU & UK) · Terms of Service · Contact information