REFUND POLICY

Last Updated: September 18, 2026

At Norvi, we want customers to have a clear understanding of how refund requests are handled. This Refund Policy outlines the circumstances in which a refund may be available, how requests are reviewed, and what customers should expect during the process.

This policy should be read together with our Return and Exchange Policy and other terms applicable to purchases made through the Norvi website.

1. Refund Eligibility

A refund may be considered when an order meets the conditions established in this policy, including situations involving:

• An eligible product returned in accordance with our return requirements;

• A product received damaged;

• A confirmed manufacturing defect;

• An incorrect item sent by Norvi;

• A confirmed duplicate payment;

• An order canceled before fulfillment when cancellation remains possible;

• An order that cannot be fulfilled by Norvi;

• Other circumstances where a refund is required under applicable consumer protection law.

All requests may be reviewed before a refund is approved.

2. Change-of-Mind Purchases

If you change your mind about a purchase, you may request a return within the return period established in our Return and Exchange Policy.

Products generally need to be unused, unworn where applicable, undamaged, and returned with their original components, accessories, packaging, and documentation when reasonably required.

A refund will normally be considered after the returned merchandise has been received and inspected.

3. Damaged Products

If your order arrives damaged, please contact our customer support team as soon as reasonably possible after delivery.

To evaluate the issue, we may request:

• Your order number;

• Photographs or video showing the damage;

• Photographs of the shipping packaging;

• A description of the condition in which the product arrived;

• Other reasonable information needed to verify the claim.

Depending on the circumstances, Norvi may offer a refund, replacement, or another appropriate solution.

Customers should retain the product and its packaging until the claim has been reviewed.

4. Defective Products

If a product appears to have a manufacturing defect, please contact us with information describing the problem.

We may request photographs, videos, or other evidence that reasonably demonstrates the defect.

Normal wear and tear, accidental damage, improper use, unauthorized modifications, failure to follow product instructions, or damage occurring after delivery may not qualify as a manufacturing defect.

This section does not limit any mandatory warranty rights available under applicable law.

5. Incorrect Items

If you receive a product different from the item included in your confirmed order, please notify Norvi promptly.

We may request photographs of the product received, its packaging, labels, and other identifying information.

Once the issue has been verified, we will determine the appropriate resolution, which may include a replacement, return arrangement, or refund.

6. Order Cancellations

Customers may request cancellation before an order enters fulfillment or is dispatched.

Cancellation requests are not guaranteed because orders may begin processing shortly after being placed.

If an order is successfully canceled before fulfillment and payment has already been captured, the applicable amount will be refunded to the original payment method.

Once an order has been dispatched, it generally cannot be canceled and may instead need to be handled under our return procedures.

7. Orders We Cannot Fulfill

In uncommon circumstances, Norvi may be unable to fulfill an order because of inventory discrepancies, supplier availability, technical issues, payment problems, shipping restrictions, or other operational circumstances.

If Norvi cancels an order that has already been paid and no suitable alternative is accepted by the customer, the applicable amount will be refunded.

8. Duplicate Charges

If you believe you have been charged more than once for the same transaction, please contact our customer support team before initiating a payment dispute.

We will review the transaction records and, if a duplicate charge is confirmed, arrange the appropriate refund.

Multiple orders placed separately are not automatically considered duplicate transactions.

9. Return Inspection

Where a physical return is required, Norvi may inspect the product after it reaches the designated return location.

The inspection may verify the item's identity, condition, completeness, packaging, accessories, and compliance with the applicable return requirements.

A refund may be reduced or declined where legally permitted if a returned item shows damage, excessive use, missing components, alteration, or another condition inconsistent with the approved return.

10. Refund Method

Approved refunds are generally issued to the same payment method used for the original transaction.

Where refunding the original payment method is technically impossible, unavailable, or otherwise impracticable, Norvi may contact the customer regarding an appropriate alternative where legally permitted.

The timing of the amount appearing in your account may depend on your bank, card issuer, or payment provider.

11. Refund Processing Time

After a refund has been approved and submitted by Norvi, it may generally take approximately 5 to 10 business days for the amount to appear on the customer's account.

This timeframe is an estimate. Banks and payment providers may require additional processing time that is outside Norvi's direct control.

12. Shipping Charges

Original shipping charges may be non-refundable where permitted by applicable law, particularly when the delivery service was successfully provided.

If a return results from an error attributable to Norvi, such as receiving a verified incorrect or defective product, applicable shipping costs may be handled differently.

Return shipping costs may also depend on the reason for the return and the terms stated in our Return and Exchange Policy.

13. Promotional Orders and Discounts

Refunds for products purchased using discount codes, promotional pricing, bundles, or other special offers will normally be calculated based on the amount actually paid for the applicable product.

Returning part of a promotional bundle may affect the discount originally applied to the order where permitted by law and clearly applicable to the promotion.

Promotional value that was never paid by the customer is not refundable as cash.

14. Undeliverable and Returned Packages

Orders returned to the sender because of an incorrect address, refused delivery, unsuccessful delivery attempts, failure to collect the package, or similar circumstances may require additional review.

Where a refund is appropriate, shipping expenses or other reasonable costs associated with the failed delivery may be deducted where permitted by applicable law.

15. Missing Deliveries

If tracking information does not show successful delivery and the package appears to be lost in transit, please contact Norvi so that the shipment can be reviewed.

We may need to coordinate with the shipping carrier before confirming whether a refund, replacement, or other resolution is appropriate.

Carrier investigations may require additional processing time.

16. Refund Requests That May Be Declined

Subject to applicable consumer laws, Norvi may decline a refund request where:

• The applicable return or refund period has expired;

• The product does not meet the stated return requirements;

• The item has been materially used, altered, or damaged after delivery;

• Required components are missing;

• The claim cannot reasonably be verified;

• The product is excluded from return for legitimate hygiene, safety, personalization, or similar reasons;

• There is evidence of fraudulent or abusive activity.

A declined discretionary refund does not override mandatory rights provided by applicable law.

17. Payment Disputes and Chargebacks

If you identify an issue with a transaction, we encourage you to contact Norvi first so that we have an opportunity to investigate and attempt to resolve the matter.

If a chargeback or payment dispute has already been initiated, the transaction may need to follow the procedures established by the applicable bank, card network, or payment provider.

Norvi reserves the right to provide relevant order, payment, shipping, delivery, and communication records when responding to a legitimate payment dispute.

18. How to Request a Refund

To request a refund, contact our customer support team using the contact information available on the Norvi website.

Please provide your order number and a clear explanation of the reason for your request. Supporting photographs, videos, delivery information, or other documentation may be requested when relevant.

Providing complete information can help us review the request more efficiently.

19. Consumer Protection Rights

This Refund Policy is intended to establish Norvi's general refund procedures and does not eliminate rights that customers may have under mandatory consumer protection laws.

Where applicable law provides a customer with additional cancellation, refund, warranty, or withdrawal rights, those statutory rights will continue to apply.

20. Changes to This Policy

Norvi may update this Refund Policy to reflect changes in our procedures, services, legal requirements, or business operations.

The current version will be made available on our website together with its latest revision date.

21. Contact

For questions about a refund, cancellation, or transaction, please contact the Norvi customer support team through the contact options provided on our website.

We will review eligible requests and provide further instructions when necessary.

---

Norvi
Refund Policy
Last Updated: September 18, 2026