Returns Policy

Returns Of Goods

If you are not satisfied with your purchase, you may return items in their original condition within 30 days of delivery (tracking number required). Once returned goods are received, a refund will be issued to your original payment method.

All returns must be requested through our customer support team before sending items back.

There are no restocking charges for returnable items.

Faulty Items

If you receive a faulty item, please contact our support team immediately with:

• Your order number
• Which item is damaged
• A brief description of the issue
• Clear photographic evidence

If a parcel arrives damaged, please photograph the package and contact us. Claims must be made within 7 days of delivery. Refunds, replacements, or credits cannot be processed without proof of damage reviewed by our support team.

Wrong Item Received

If you receive the wrong item, contact us immediately and include:

• Your order number
• Item you did not receive
• Item you received instead
• A photo of the incorrect item

Exchanges

We do not offer direct exchanges. To change an item, please return your product and place a new order for the preferred item.

Faulty Products

If a product is defective, damaged in transit, or otherwise faulty, return shipping is free.

Customer-Initiated Returns

If returning due to size, change of mind, or preference, the customer is responsible for the cost of return shipping and must provide a valid return receipt and tracking number.

The refund amount can only be processed once the returned item has been received at our warehouse.

Non-Returnable & Non-Refundable Items

For hygiene and safety reasons, certain items are not eligible for return or refund under any circumstances. These include but are not limited to:

• Personal care and hygiene products (such as cosmetics, beauty tools, or skincare items)
• Undergarments, lingerie, swimwear, or similar intimate apparel
• Jewellery or pierced accessories that have been worn
• Items that have been used, worn, washed, altered, or damaged after delivery
• Products marked as Final Sale or Non-Refundable at the time of purchase

These exclusions are consistent with Canadian consumer protection guidelines for health, safety, and hygiene-sensitive goods.

Return Process

Please contact us first at support@noraandmax-vancouver.com to receive authorization and return instructions.

Returns sent without authorization will not be accepted.

Refunds

Once returned items are received and inspected, eligible refunds will be processed within 10 business days to your original payment method. You will be notified by email once your refund has been issued. Processing times may vary depending on your bank or payment provider.

Cancellation Policy

Orders may be cancelled within 30 minutes of purchase by contacting us. After this period, orders may already be processing and cannot be cancelled. If shipped, please wait for the parcel to arrive and then request a return.

Support

For any questions or assistance, please contact:

Email: support@noraandmax-vancouver.com