Refund policy

Refund and Return Policy

Effective date: 13 July 2026

Norava provides a 30-calendar-day return-request window that begins on the date tracking confirms delivery of your order. This policy explains how returns are requested, authorized, shipped, inspected, and refunded, and it protects both you and Norava by setting out clear, consistent expectations before you buy.

Please read this policy carefully before completing your purchase. The following points apply throughout:

  • Submitting a return request is not an automatic approval of a return or refund.
  • You must receive written return authorization from Norava before sending anything back.
  • Items mailed to us without authorization may be refused, returned to sender, or held without a refund.
  • The shipping address printed on your original package is not necessarily a return address and must not be used for returns.
  • The authorized return destination will be provided to you after your return is approved.
  • The version of this policy in effect on the date your order was placed governs that order, except where mandatory law requires otherwise.

If you have any questions, contact us at support@norava.ca before returning anything.

1. Return-request window

  • You must contact support@norava.ca within 30 calendar days after delivery is confirmed by tracking to request a return.
  • Your request must include: your order number, the purchaser’s name, the specific item being returned, the reason for the return, and your requested resolution.
  • Norava may require photographs showing the item, its packaging, accessories, labels, and current condition before approving a return.
  • After you receive written authorization, the item must be handed to a trackable carrier within seven (7) calendar days.
  • You must supply the tracking information to Norava.
  • Authorization expires if the item is not shipped within seven (7) calendar days, unless Norava agrees to an extension in writing.
  • Starting a conversation within the return window does not create an unlimited or open-ended return period.
  • Packages that are sent without prior authorization, sent to the wrong address, or sent cash-on-delivery may be refused.

2. Condition requirements

For an ordinary, non-defective return to be eligible, every one of the following must be true:

  • The item is unused, unworn, unwashed, uninstalled, unassembled, unaltered, and in resalable condition.
  • The item shows no signs of testing or use beyond what is reasonably necessary to inspect it.
  • All tags, seals, labels, manuals, instructions, cords, adapters, accessories, components, inserts, gifts, and promotional items are included.
  • The original product packaging is included and is not materially damaged, written on, excessively taped, or used as the outer shipping carton.
  • The item is free of stains, odours, dirt, hair, pet hair, pet saliva, bodily fluids, smoke, fragrances, scratches, wear, and other contamination.
  • The serial number, barcode, model, and returned contents match the original order.
  • Proof of purchase is provided.

Using an item and later deciding that it does not meet personal preferences does not make the item defective.

Where legally permitted, Norava may deny a return or reduce a refund to account for missing components, damage, use, contamination, or diminished value. Norava does not apply an automatic restocking fee.

3. Change-of-mind and preference returns

The following are treated as non-defective returns:

  • You changed your mind.
  • You no longer want or need the product.
  • The product did not meet your personal or subjective expectations.
  • You ordered the wrong colour, model, size, quantity, voltage, compatibility, or variation.
  • You found another product, or a lower price, elsewhere.
  • You misunderstood information that was accurately disclosed on the product page.
  • The product shows minor colour or appearance variations caused by lighting, photography, screens, or manufacturing tolerances.
  • You did not measure or verify compatibility before ordering.
  • Delivery arrived within the delivery estimate disclosed when the order was placed.

For these returns:

  • The product must satisfy every eligibility and condition requirement in Section 2.
  • For eligible non-defective returns, the customer must arrange and purchase a trackable return service to the authorized return destination. Carrier charges and any return-related customs, duties, brokerage fees, or taxes remain the sender’s responsibility.
  • Original expedited, priority, or optional shipping charges are not refundable.
  • Customs, duties, brokerage, and return-related carrier charges are not included in any refund.
  • Where an order was advertised with free shipping, Norava will not deduct a hidden outbound shipping cost from the refund.
  • Norava is not required to refund an item you keep unless Norava authorizes a no-return resolution in writing.

4. Damaged, defective, or incorrect products

This process is separate from change-of-mind returns and preserves your legal rights.

If your product arrives damaged or defective, is the wrong item, is unsafe, or was materially misrepresented, contact us promptly after discovering the problem and provide:

  • Your order number.
  • A written explanation of the issue.
  • Clear photographs or video showing the problem.
  • A photograph of the complete item.
  • A photograph of the shipping package and shipping label.
  • A photograph of the product barcode, model number, or serial number where applicable.
  • Photographs of damaged packaging where transit damage is alleged.

Norava must have a reasonable opportunity to review the evidence, request additional information, provide troubleshooting, confirm whether the issue concerns misuse, installation, compatibility, ordinary wear, shipping damage, or a genuine product defect, and arrange an appropriate remedy.

A verified problem may be resolved through a replacement part, a replacement product, a repair (where applicable), a partial refund, a full refund, or another reasonable remedy, depending on the circumstances and applicable consumer law. Not every complaint automatically qualifies for a full refund. At the same time, Norava will not deny mandatory legal rights merely because a hidden defect was reported after a short evidence-reporting period.

Products damaged through misuse, accidental damage after delivery, unauthorized modification, improper installation, failure to follow instructions, incompatible use, neglect, or ordinary wear are not treated as products that arrived defective.

5. Return transportation

For eligible non-defective returns, the customer must arrange and purchase a trackable return service to the authorized return destination. Carrier charges and any return-related customs, duties, brokerage fees, or taxes remain the sender’s responsibility.

In addition:

  • Return destinations are assigned after approval and may differ from the address from which the order was shipped.
  • Customers must not return packages to the sender address, to Norava’s public contact address, or to a supplier without authorization.
  • Norava does not accept cash-on-delivery returns.
  • The sender is responsible for using sufficient packaging and obtaining tracking.
  • Norava is not responsible for a return that is lost, damaged, refused, misdirected, sent to an unauthorized address, or sent without a trackable service.
  • If Norava provides a return label as a convenience, the cost of that label will be deducted from the approved refund unless the return resulted from a verified fulfilment error, incorrect item, or product confirmed to have arrived damaged or defective.

Norava does not provide complimentary prepaid return labels or return QR codes.

6. Refund process

  • A refund is not issued merely because a return request was submitted.
  • Refunds are normally considered after the authorized product arrives and is inspected.
  • Norava may authorize a no-return resolution in writing when commercially appropriate.
  • Inspection confirms the product’s identity, condition, completeness, and eligibility.
  • You will be notified whether the refund was approved, partially approved, or denied.
  • Approved refunds are initiated to the original payment method within 10 business days after inspection.
  • Your financial institution may require additional time to post the refund.
  • Norava cannot refund to a different payment method unless required or permitted by the payment provider.
  • Original expedited, priority, or optional delivery charges are not refundable for non-defective returns.
  • Return carrier charges, customs, duties, brokerage, taxes, packaging, and insurance purchased by the sender are not reimbursed for non-defective returns.
  • Discount codes and promotional credits are not converted into cash.
  • If a purchase included a free gift, bundle component, or promotional item, it must also be returned, or its stated value may be deducted where legally permitted.
  • Courtesy credits, partial refunds, replacements, and keep-the-item resolutions are discretionary and do not create a continuing entitlement for future orders.

7. Non-returnable products

The following are non-returnable except where a product arrives damaged, defective, incorrect, or unsafe, or where applicable law requires a remedy:

  • Gift cards.
  • Downloadable and digital products.
  • Personalized, engraved, customized, made-to-order, and special-order products.
  • Perishable goods.
  • Pet food, treats, chews, supplements, and edible products.
  • Opened hygiene, grooming, beauty, sanitary, intimate, or personal-care products.
  • Products exposed to pet saliva, pet hair, bodily fluids, fleas, contamination, or allergens.
  • Used pet toys, beds, blankets, grooming tools, bowls, and wearable pet products.
  • Hazardous, combustible, pressurized, flammable, or restricted materials.
  • Products with tamper-evident or hygiene seals that have been opened.
  • Memberships, services, or digital benefits already used or supplied, where legally permitted.
  • Products explicitly marked “Final Sale” on the product page before checkout.
  • Unauthorized returns.
  • Returns submitted after the applicable deadline.

Not every discounted or sale-priced product is automatically final sale. A product is final sale only when it was clearly labelled “Final Sale” before you completed checkout.

8. Exchanges

  • Norava does not process ordinary direct exchanges.
  • If you want another colour, size, variation, or product, complete an approved return and place a separate order.
  • A replacement supplied to resolve a verified defect or fulfilment error is not an ordinary exchange.
  • New inventory and promotional pricing are not reserved while a return is in transit.

9. Cancellations

  • Cancellation requests are not guaranteed.
  • An order can be cancelled only when Norava confirms that fulfilment has not begun.
  • An order normally cannot be cancelled once it has entered processing, been submitted to a fulfilment partner, received tracking, or shipped.
  • Sending an email requesting cancellation does not by itself confirm a cancellation.
  • You must receive written confirmation from Norava.
  • Mandatory cancellation rights applicable to your location remain unaffected.

10. Incorrect addresses, refused packages, and unclaimed delivery

  • Customers must confirm their complete delivery address before placing an order.
  • Norava cannot guarantee an address change once processing begins.
  • Refusing delivery, failing to collect a package, failing to pay import charges, or entering an incorrect address does not automatically create a refund entitlement.
  • Additional shipping, redirection, recovery, return, customs, or carrier charges caused by these situations may be deducted from an approved refund where legally permitted.
  • A refund, if approved, is normally considered only after the parcel is returned and inspected.
  • Packages marked delivered by the carrier require an investigation before a replacement or refund is considered.

11. Price adjustments

  • Norava does not price-match other retailers.
  • Promotional prices apply only during the advertised promotional period.
  • Price adjustments are discretionary and may be offered only for identical items purchased from Norava within seven (7) calendar days before a Norava price reduction.
  • Clearance, final-sale, flash-sale, discount-code, bundle, subscription, member, and limited-time promotional prices are excluded.
  • Approved adjustments are returned to the original payment method or issued as store credit at Norava’s discretion, where legally permitted.

To request a price adjustment, email support@norava.ca with your order number, order date, and a screenshot of the lower Norava price.

12. Payment disputes

Customers are encouraged to contact support@norava.ca and allow Norava a reasonable opportunity to investigate and resolve a concern before initiating a payment dispute. Norava may provide the payment provider with relevant order information, delivery confirmation, correspondence, policy records, and other evidence when responding to a dispute.

13. Mandatory consumer rights

Nothing in this policy limits any non-waivable consumer right or remedy that applies based on the customer’s location. Where mandatory law provides greater rights than this policy, the mandatory law will apply.

The following summaries apply to the markets Norava actively serves. They are provided in addition to — and never in reduction of — the rights above.

  • European Union. If your order is delivered within the EU, you generally have the right to withdraw from your purchase within 14 days of receiving the goods, for any reason and without justification, subject to the legal exceptions (for example, sealed hygiene goods that have been unsealed, custom or personalized goods, and perishable goods). Separately, EU law provides a minimum legal guarantee against goods that do not conform to the contract. Where these rights exceed this policy, they prevail.
  • United Kingdom. Under the Consumer Contracts Regulations, distance-purchase customers generally have 14 days from delivery to cancel and a further 14 days to return the goods, subject to the legal exceptions. The Consumer Rights Act also gives you rights where goods are faulty, not as described, or not fit for purpose, including a short-term right to reject. Where these rights exceed this policy, they prevail.
  • Canada. Consumer-protection legislation in your province or territory may provide non-waivable rights and remedies, including for goods that are defective or not as described. Nothing in this policy limits those rights.
  • Australia. Under the Australian Consumer Law, our goods come with guarantees that cannot be excluded. You are entitled to a replacement or refund for a major failure and to compensation for other reasonably foreseeable loss or damage, and to have goods repaired or replaced if they are not of acceptable quality and the failure is not major.
  • New Zealand. Under the Consumer Guarantees Act, goods must be of acceptable quality, fit for purpose, and match their description; where they are not, you have rights to remedies that cannot be contracted out of for consumer purchases.

These summaries are provided for general information, are not legal advice, and have not been reviewed or approved by a lawyer. If mandatory law in your location provides greater rights, that law applies.

14. Effective date and previous orders

This revised policy applies to purchases made on or after the effective date shown above. Purchases made before that date remain subject to the return terms presented when the order was placed, except where mandatory law requires otherwise.

Contact: support@norava.ca — support seven days a week.