Return and Refund Policy
PLEASE NOTE:
WE DO NOT DO FREE RETURNS, CHARGES APPLY.
For health and safety reasons, we do not accept returns or exchanges on hygiene-related products, even if unworn - including but not limited to undergarments, earrings, and personal care items. These sales are final.
Return Information
Is it possible to return my order?
Yes, this is possible.
If you are not satisfied with the items you have ordered, you have the option to return them within 30 days of receipt.
In this case, the order must meet the following conditions:
1. The order still contains all the appropriate parts, components and the packaging has arrived exactly as the product.
2. Normal handling of the product is evident, breakage due to careless handling is excluded.
3. The product is not a hygiene product ( Underwear, earrings, and personal care items).
4. The product has been found to be defective immediately upon receipt.
5. We are entitled to charge the customer for shipping costs.
6. A return will be processed within 7-10 working days and if the conditions are met, the return will be officially acknowledged within this period.
*We reserve the right to refuse returned items if we suspect that the items have been used or damaged through no fault of our own.
How can I return my order?
If your order meets the above conditions, you will need to do the following to initiate the returns process.
-Send an email to: support@noraandmax-vancouver.com
-Make sure the email contains the following:
- Order number
- Reason for the return request
- Photo of the product in case of breakage
- First name + last name of the customer
- Address of the customer
- We will then speak to you and give you the return address.
- Never send the return to the sender, we will send you the correct address after you have asked us to do so. You, the customer, are responsible for the shipping costs of returning the product.
Refunds For Returned Items
We are happy to offer a full refund for returned items once the following conditions are met:
-
The item has been returned to our central warehouse in Asia in its original condition.
-
You have provided valid shipping proof and tracking details that clearly show the parcel has been delivered to the return address provided by our team.
-
The tracking must cover the full journey to the final destination. Please do not select limited or partial tracking options, as we must be able to verify the item was successfully delivered to our warehouse.
⚠️ It is essential that you follow the return instructions provided by our customer support team. Failure to do so may result in your parcel being blocked or returned by customs, and we will not be able to process your refund.
Important:
Refunds can only be processed once the returned item is received and confirmed by our central warehouse in Asia. If tracking does not show successful delivery to the specified return address, we will be unable to issue a refund.
Cancellations
Due to our fast processing times, we can only accept cancellations within 5 minutes of when a purchase is made. If you wish to cancel your order within 5 minutes of your purchase, please email us at support@noraandmax-vancouver.com
Unfortunately, we are unable to accept any cancellation enquiries after 5 minutes of your order being placed.
Once the item is delivered, the customer can arrange for a return and refund by contacting us through this link: https://noraandmax-vancouver.com/pages/contact-us
Return shipping costs are the responsibility of the buyer. Shipping fees are non-refundable.
Delays or Missing Refunds (if applicable)
If you have not yet received your refund, please first check your bank account.
Then, contact your credit card company, as there may be a delay before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you have done all these steps and still have not received your refund, please contact us at https://noraandmax-vancouver.com/pages/contact-us
Record for shipments in transit
As our goods are shipped from Asia, there may be longer transit times over which we have no control. If the goods are already on their way to you, cancellation is not possible. Please wait until you have received the goods and then return them to us. Of course, you can inform us in advance about your cancellation.
In order to guarantee you the fastest possible return, we ask you to send us a shipping confirmation.
Damaged Or Defected Items
If an item is defective or damaged please email us at support@noraandmax-vancouver.com. You will be required to provide us with an image of the damaged item and we will be happy to help resolve the issue.
Please note: We will only be able to provide a solution for damaged or unacceptable items if photo evidence is provided to the email address mentioned. Customers that do not provide photo evidence of the damaged or defected item received will not be verifiable.
Address Errors
The shipping address provided by the customer when making the purchase will be taken as the delivery address for the item. The customer is responsible for inputting the correct delivery address at the time of making the purchase. We do not bear any responsibility for customers inputting the wrong address.
In some scenarios, we may be able to change the delivery address before the item is shipped. Please reach out to us via email at support@noraandmax-vancouver.com to see if this is possible.
** ALL RETURNS WILL BE SENT TO OUR CENTRAL WAREHOUSE IN ASIA AT THE CUSTOMER'S EXPENSE.