Refund policy
At Norqez, customer satisfaction is important to us. If you are not satisfied with your purchase, we offer a clear and fair return policy. Please read our return and refund policy carefully to understand your rights and obligations.
Returns
You may request a return within 30 days of delivery if:
-The item is unused
-The item is in its original packaging
-Proof of purchase is provided
To start a return, contact us at help29customer@gmail.com with your order number and reason for return. Returns sent without approval may not be accepted.
Standard Returns: Once your return is approved by help29customer@gmail.com, we will provide you with a return shipping address. Customers must purchase their own label and provide a tracking number.
Return Shipping
-Customers are responsible for return shipping costs unless the item is defective, damaged, or incorrect.
-Shipping fees are non-refundable.
Refunds
Once your return is received and inspected:
-Approved refunds are issued to the original payment method
-Processing time: 5–14 business days
-Your bank or card issuer may take additional time to post the refund
Non-Returnable Items
Some items may not be eligible for return, including:
-Items explicitly marked "Final Sale" at checkout (standard discounted, promotional, or bundle-priced orders are not considered final sale and remain eligible for return)
-Customized or personalized products
-Used or damaged items not caused by Norqez
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
However, we do offer direct exchanges under the following conditions:
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Eligibility: Exchange requests must be made within 30 days of delivery.
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Condition: Items must be unused, in their original packaging, and with all tags attached.
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Process: To initiate an exchange, please email us at help29customer@gmail.com with your order number and the details of the item you wish to receive in exchange.
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Shipping: Customers are responsible for return shipping costs for exchanges unless the original item was defective or damaged.
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Final Sale: Items explicitly marked "Final Sale" at checkout are not eligible for exchange. Standard discounted, promotional, or bundle-priced orders are not considered final sale.
Late or missing refunds
If you haven’t received your refund after the expected processing time, first check with your bank or credit card company. Processing times can vary. If you still have not received your refund, please contact us and we will assist you further.
Cancellations
We can only accept order cancellations within 12 hours of purchase. After that, your order may already be in processing or shipped, and cannot be canceled.
Damaged or Incorrect Items
If your item arrives damaged or incorrect, contact us within 48 hours of delivery at help29customer@gmail.com with photos. We will resolve the issue promptly.