Refund policy

This Return, Exchange & Refund Policy applies to purchases made through the Nortrivexq online store (hereinafter referred to as “we,” “us,” or “our”). We aim to provide customers with a convenient and reliable after-sales process for handling returns, exchanges, and refunds.

1. Return & Exchange Timeframe

Customers may submit a return or exchange request within 40 days from the date the order is received.

Requests submitted after this period may be reviewed according to the specific circumstances and product condition.

2. Conditions for Return or Exchange

Customers may request a return or exchange in the following situations:

  • The item arrives with visible damage or defects;
  • The product has quality problems or cannot be used as expected;
  • The received item does not match the order information;
  • The wrong product, quantity, or variation was delivered;
  • The product has noticeable odor issues or significant differences in appearance;
  • The customer requests a return for personal reasons.

To ensure efficient handling, customers should keep the item, packaging materials, and related accessories until the request has been completed.

3. Return Procedure

To request a return, please contact our customer service team and provide the following information:

  • Order number;
  • Payment or purchase confirmation;
  • Reason for the return request;
  • Photos or videos showing the issue, if applicable.

After receiving the request, we will review the information provided. Once approved, we will send return instructions and the designated return address.

A return label is included with each order and shipped together with the product. Customers should place the provided return label securely on the outside of the return package before sending the item back. If the return label cannot be used, please contact us for further assistance before arranging the shipment.

After the returned item arrives, we will inspect the product condition and verify the return request. Once approved, the refund or exchange process will begin.

4. Exchange Procedure

For an exchange request, customers should contact us with the order details and provide the reason for the exchange along with supporting materials when needed.

After the exchange request is approved, customers will receive the return instructions.

Once the original item has been received and inspected, the replacement item will be prepared and shipped within 1–3 business days. Shipping details will be provided after dispatch.

5. Refund Processing

Refunds will be processed within 1–3 business days after the returned product has been approved.

The actual time for the refunded amount to appear may vary depending on the customer’s financial institution or payment service provider.

6. Return Shipping Responsibility

Returns Covered by Us

Return shipping costs will be covered by us when the return is caused by:

  • Product defects;
  • Damage during delivery;
  • Incorrect item received;
  • Product quality issues;
  • Order inconsistency.

Customer Responsibility

For returns requested due to personal preference or reasons unrelated to product quality, the customer is responsible for the return shipping costs.

No additional service or processing charges will be applied for approved return or exchange requests.

7. Return Guidelines

Customers should package returned items carefully to prevent additional damage during transportation.

Please only send returns to the address provided by our customer service team after approval.

Providing incomplete order information or incorrect contact details may result in longer processing times.

If unexpected delivery or return issues occur, we will assist in resolving the matter and provide appropriate support.

8. Contact Us

For questions regarding returns, exchanges, or refunds, please contact us:

Address: 125 Wilson Rd, Laceys Spring AL 35754, United States

E-mail: support@nortrivexq.com

Telephone：+1 (256) 665-7659

Opening hours: Monday to Friday, 9:00 a.m. to 6:00 p.m. (CTZ)