Refund policy

Shipping & Returns

We do our best to get your order to you smoothly and on time. Delivery timelines may occasionally be affected by high demand, stock availability, or unforeseen circumstances. We work hard to process and ship every order as quickly as possible.

Order Processing

Orders are processed within 1–3 working days, excluding weekends and public holidays. Once your order has been dispatched, you will receive a confirmation email with tracking details where available. Delivery timelines begin from the date your order is fulfilled.

Delivery Timeframes

Malaysia

• West Malaysia: 2–3 working days

• East Malaysia: 3–5 working days

Delivery times may vary slightly due to courier delays, weather conditions, or public holidays.

International Shipping

International delivery typically takes 10–14 working days, depending on the destination and customs clearance. We typically use Aramex/FedEx as our logistics provider.

Shipping fees are calculated at checkout based on your location and order weight. All international orders may be subject to duties, import taxes, or customs fees imposed by the destination country. These charges are the responsibility of the recipient and are not included in the shipping fee.

Packaging

We consciously minimize excess packaging to reduce waste. Our products are packed securely to ensure safe delivery, but minor cosmetic imperfections to outer packaging during transit are normal and do not affect product quality.

Product Availability

All products are subject to availability. If an item becomes unavailable after your order is placed, we will notify you as soon as possible. You may choose either:

• a full refund, processed within 14 days, or

• an exchange for another available product of equal value.

Returns & Refunds

Due to hygiene and safety reasons, opened or used products are not eligible for return or refund.

Before first use, we recommend performing a patch test, especially if you have sensitive skin. Apply a small amount of the product to a discreet area of skin and wait 24 hours to observe any reaction before full application.

Skin Sensitivity & Adverse Reactions

Skin sensitivity varies from person to person. If you experience irritation or an adverse reaction after using a Norma product, please discontinue use immediately and contact us within 7 days of delivery.

In such cases:

• The product must be returned in its original packaging and largely unused.

• Return shipping costs will be borne by the customer.

• The item must be returned in the same condition it was received, using all original packaging and protective materials to ensure it arrives safely. In case of leakage, we recommend to pack liquids in a zip lock bag. Any additional damage beyond the original issue may affect eligibility for a refund.

• Once the item is received and inspected, we will issue a full refund for the product price, excluding original and return shipping fees.

Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect, please contact us via WhatsApp at (+60)122424038 or email us at norma.made.my@gmail.com within 48 hours of the package being marked as delivered.

Please provide clear photos showing:

• The outer shipping box

• The inner packaging

• The affected product

• Any visible dents, bends, or damage to the product

Reminder: Claims for damaged items are only accepted if reported within 48 hours of delivery.

Once approved, depending on availability, we will offer either a replacement or a full refund.

Return shipping is covered by Norma, and approved refunds are processed to the original payment method within 14 days from the date the return is received or the refund is confirmed.

Duties, Taxes & Undeliverable Packages

Norma is not responsible for any duties, import taxes, or customs charges incurred on international shipments.

We do not issue refunds for packages that are lost, unclaimed, or undeliverable due to incorrect shipping information provided at checkout. If a package is returned to us as undeliverable, additional shipping fees may apply to resend the order.

Contact Us

For all shipping, returns, or refund enquiries, please contact us at: norma.made.my@gmail.com. We aim to respond within 1–2 working days.