Politique de remboursement

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at sales@norexastudio.com.

If your return is accepted, we’ll send you detailed return instructions, including the return shipping address. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at sales@norexastudio.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

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.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at sales@norexastudio.com.

 

International orders, customs fees and refused packages
For orders shipped outside Canada, you are responsible for any customs duties, import taxes, brokerage fees or other charges applied by your local authorities or the carrier, unless explicitly stated otherwise at checkout.

If a package is refused at delivery, returned to us because customs or delivery fees were not paid, or cannot be delivered due to an incorrect or incomplete address, any refund will be issued for the item price only. Original shipping costs are non-refundable. We also reserve the right to deduct from your refund any return shipping charges, customs fees, brokerage fees or other costs that are charged back to us by the carrier.

If the carrier returns the package to us as “undeliverable” or decides to destroy the package instead of returning it (for example due to unpaid customs fees or local policies), no refund will be issued for the shipping costs, and we may be unable to refund the item if it is not returned to us in resellable condition.

If you have any questions about customs fees or refused packages, please contact us before placing your order at sales@norexastudio.com.