RETURN AND EXCHANGE POLICY

Last Updated: September 18, 2026

Norvi understands that a product may occasionally need to be returned or exchanged. This Return and Exchange Policy explains the conditions, procedures, and responsibilities that generally apply when requesting a return or exchange for an order placed through our website.

This policy should be read together with the Norvi Refund Policy and any specific conditions displayed on the applicable product page.

1. Return Period

Unless otherwise stated for a particular product or required by applicable law, eligible products may be returned within 30 days from the date of delivery.

A return request should be submitted within this period. Requests made after the applicable return window may be declined unless additional rights are provided by law.

2. General Return Conditions

To qualify for a standard return, a product should generally:

• Be the same item originally purchased from Norvi;

• Be in its original condition;

• Be unused or unworn, except where reasonable inspection is permitted;

• Be free from customer-caused damage;

• Include original components and accessories;

• Include packaging where reasonably required;

• Be accompanied by sufficient information to identify the original purchase.

Norvi may inspect returned merchandise before approving a refund or exchange.

3. Change-of-Mind Returns

Customers who no longer want an eligible product may request a return during the applicable return period.

Change-of-mind products should generally remain in resalable condition and should not show signs of use beyond what is reasonably necessary to inspect the item.

Return shipping costs for change-of-mind returns may be the customer's responsibility where permitted by applicable law.

4. Damaged Items

If a product arrives physically damaged, please notify our customer support team as soon as reasonably possible.

We may ask you to provide photographs or video showing:

• The damaged product;

• The external shipping package;

• Internal protective packaging;

• Shipping labels;

• The specific area of damage.

Please do not discard the product or packaging while the claim is being reviewed unless instructed otherwise.

After verification, Norvi may provide an appropriate solution such as a replacement, exchange, refund, or other remedy available under applicable law.

5. Defective Products

If you believe a product contains a manufacturing defect, contact Norvi and describe the problem in reasonable detail.

Supporting photographs, videos, or other information may be requested to help determine the nature of the defect.

Damage caused by misuse, accidents, improper handling, unauthorized modification, normal wear, or failure to follow applicable product instructions may not qualify as a manufacturing defect.

Nothing in this section restricts mandatory warranty protections provided by law.

6. Incorrect Products

If Norvi sends an item that does not correspond to your confirmed order, please contact our customer support team promptly.

We may request photographs of the product, packaging, labels, or other identifying details.

Once the error is confirmed, Norvi will provide appropriate instructions and may arrange a replacement, exchange, return, or refund depending on the circumstances.

7. Exchanges

Eligible products may be exchanged where an appropriate replacement is available.

Exchange availability depends on current inventory and cannot be guaranteed.

If the requested replacement is unavailable, Norvi may offer another available option or process the matter as an eligible return and refund.

Customers should not place a second order solely as an exchange unless they prefer to make a separate purchase.

8. Products That May Not Be Eligible for Standard Returns

Certain products may be excluded from standard change-of-mind returns where permitted by applicable law.

Depending on the type of merchandise sold, this may include:

• Personalized or custom-made products;

• Products manufactured specifically for the customer;

• Items that cannot reasonably be returned for hygiene or health reasons after being opened;

• Products damaged through customer misuse;

• Items materially altered after delivery;

• Products specifically identified as non-returnable before purchase where legally permitted.

These exclusions do not eliminate rights relating to defective, damaged, misdescribed, or incorrect merchandise where applicable law provides otherwise.

9. Starting a Return or Exchange

Before sending a product back, please contact the Norvi customer support team through the contact information available on our website.

Your request should normally include:

• Your order number;

• The product you wish to return or exchange;

• The reason for the request;

• Relevant photographs or videos when the product is damaged, defective, or incorrect.

Our team will review the request and provide instructions where the return or exchange is eligible.

10. Return Authorization

Products should not be sent to an address obtained independently or returned without following the instructions provided by Norvi.

The appropriate return destination may depend on the product, fulfillment location, supplier, or region from which the order was shipped.

Unauthorized returns sent to an incorrect location may experience delays or may not be identifiable.

11. Return Shipping Costs

Responsibility for return shipping depends on the reason for the return and applicable law.

For an approved change-of-mind return, the customer may be responsible for return shipping costs.

Where a return is required because Norvi supplied a verified damaged, defective, or incorrect product, Norvi may provide appropriate return instructions or cover eligible return shipping costs where applicable.

Customers should follow the return method communicated by our support team.

12. Packaging Returned Products

Customers should package returned products appropriately to reduce the risk of damage during transportation.

Where possible, use suitable protective materials and include all required components.

Norvi may not be responsible for damage caused by inadequate return packaging where permitted by applicable law.

13. Inspection of Returned Merchandise

After a return reaches the designated location, the product may be inspected to verify:

• Its identity;

• Its condition;

• Whether it has been used or altered;

• Whether accessories or components are missing;

• Whether the return corresponds to the approved request.

The outcome of this inspection may determine whether the return qualifies for a refund, exchange, partial refund, or another appropriate resolution.

14. Refunds Following a Return

When a returned product is approved for a refund, the refund will generally be processed according to the Norvi Refund Policy.

Approved refunds are normally issued to the original payment method.

After processing, banks and payment providers may require additional time before the funds appear in the customer's account.

15. Promotional Purchases and Bundles

Products purchased through bundles, multi-buy promotions, discounts, or special offers may still be eligible for return subject to the applicable conditions.

If only part of a promotional purchase is returned, the value of the remaining products and the discount originally applied may be recalculated where permitted by law and consistent with the terms of the promotion.

Refunds are based on amounts actually paid rather than the undiscounted value of promotional merchandise.

16. Partial Returns

Where an order contains multiple products, customers may generally request to return only the eligible items they no longer wish to keep.

Only the value associated with approved returned products will normally be considered for refund.

Shipping charges or discounts may be treated separately depending on the circumstances of the order.

17. Missing Items or Components

If an order arrives with a product or required component missing, please contact Norvi promptly.

We may review fulfillment records, package information, shipment weight, photographs, carrier information, or other relevant records to investigate the issue.

Where the missing item or component is confirmed, an appropriate solution will be provided.

18. Products Returned in Unsuitable Condition

Where permitted by law, Norvi may decline a return or reduce the refundable amount if a product is returned:

• With customer-caused damage;

• After excessive use;

• With important components missing;

• In a materially different condition from when it was delivered;

• After unauthorized modification;

• In a condition inconsistent with the approved reason for return.

Any assessment will take into account applicable consumer protection requirements.

19. Refused and Undeliverable Shipments

Refusing a package or failing to collect a shipment does not automatically constitute an approved return.

Packages returned because of an incorrect address, refused delivery, failed delivery attempts, or failure to collect may be reviewed individually.

Additional shipping or handling costs associated with such shipments may be deducted from an eligible refund where permitted by law.

20. Customer Responsibilities

Customers requesting a return or exchange are responsible for providing accurate information and following the instructions supplied by Norvi.

Customers should retain relevant order records, shipping documentation, photographs, and tracking information until the matter has been resolved.

When customers arrange their own authorized return shipment, using a trackable shipping method is recommended.

21. Abuse and Fraud Prevention

Norvi reserves the right to investigate return activity that reasonably appears fraudulent, deceptive, manipulated, or abusive.

Examples may include returning a different product, submitting intentionally misleading evidence, repeatedly claiming items were not received despite verified delivery, or attempting to obtain multiple remedies for the same transaction.

Where permitted by law, requests associated with confirmed abuse may be declined.

22. Consumer Rights

This policy does not replace or restrict mandatory rights available to consumers under applicable legislation.

Depending on your jurisdiction, you may have additional rights concerning withdrawal periods, defective products, legal guarantees, returns, exchanges, or refunds.

Where mandatory consumer law provides greater protection than this policy, the applicable legal requirements will prevail.

23. Policy Updates

Norvi may modify this Return and Exchange Policy when necessary to reflect operational, legal, logistical, or service-related changes.

The latest version will be published on our website with its corresponding revision date.

24. Contact

To request a return or exchange, or to obtain assistance with an existing request, please contact the Norvi customer support team through the contact options provided on our website.

Please include your order information and relevant details so that we can review your request efficiently.

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Norvi
Return and Exchange Policy
Last Updated: September 18, 2026