Refund policy

Return, Exchange & Refund Policy

This Return, Exchange & Refund Policy applies to all purchases made through the Nortrivexq online store ("Nortrivexq," "we," "our," or "us"). We are committed to providing a straightforward and efficient process for returns, exchanges, and refunds while ensuring a positive shopping experience for our customers.

1. Return & Exchange Eligibility

Customers may request a return or exchange within 40 days after the order has been delivered.

Requests received after the 40-day period may still be considered at our discretion, depending on the circumstances and the condition of the item.

2. Eligible Reasons for Returns or Exchanges

Returns or exchanges may be requested under the following circumstances:

The product arrives damaged or defective.
The item has a manufacturing or quality issue that affects normal use.
The received product differs from the order placed.
An incorrect item, size, color, quantity, or variation was shipped.
The product has an unusual odor or a noticeable difference in appearance.
The customer wishes to return the product for personal reasons.

To help us process your request efficiently, please keep the product, its original packaging, and all included accessories until the return or exchange has been completed.

3. How to Request a Return

To initiate a return, please contact our customer support team and provide the following information:

Your order number
Proof of purchase or payment confirmation
A brief explanation of the reason for the return
Photos or videos of the product, when applicable

After reviewing your request, we will notify you of the outcome. If your return is approved, we will provide detailed return instructions along with the authorized return address.

Each order includes a prepaid return label inside the package. Please attach this label securely to the outside of your return parcel before shipping it back. If the return label is missing, damaged, or cannot be used, please contact our customer support team before sending the package.

Once we receive your returned item, it will be inspected to confirm that it meets the return requirements. After the inspection has been completed and approved, we will proceed with your refund or exchange.

4. Exchange Process

If you would like to exchange an item, please contact our customer support team with your order information and explain the reason for the exchange. Supporting photos or documents may be requested when necessary.

After your exchange request has been approved, we will provide instructions for returning the original item.

Once the returned product has been received and successfully inspected, the replacement item will typically be shipped within 1–3 business days. A shipping confirmation with tracking information will be sent after dispatch.

5. Refunds

Approved refunds will be issued within 1–3 business days after the returned item has successfully passed our inspection.

Depending on your bank or payment provider, it may take additional time for the refunded amount to appear in your account.

6. Return Shipping Costs

When We Cover Return Shipping

We will pay the return shipping costs if the return is the result of:

A defective product
Shipping damage
An incorrect item being delivered
Product quality issues
An order fulfillment error

When the Customer Covers Return Shipping

If a return is requested for personal preference or any reason unrelated to product quality or shipping errors, the customer is responsible for the return shipping costs.

We do not charge any additional handling, restocking, or processing fees for approved returns or exchanges.

7. Important Return Information

Please package returned products carefully to help prevent damage during transit.

Do not send any item back until you have received return authorization and the designated return address from our customer support team.

Providing incomplete order details or inaccurate contact information may delay the processing of your request.

If any unexpected issues arise during the return or delivery process, our customer support team will work with you to help resolve the situation as quickly as possible.