Refund policy

Important Notice

Please read the return policy of Norrvale carefully. No exceptions will be made, as you agreed to these terms at the time of purchase.

Returns

Timeframe: You have 14 days from the date of delivery to return your item. After 14 days, we are unfortunately unable to offer a refund or exchange.

Condition: The returned item must be in the same condition as when it was received — unused, unworn, and in its original packaging with all tags attached. For hygiene-sensitive products, items must be thoroughly cleaned before initiating a return.

Exceptions: For hygiene reasons, certain items cannot be returned, including but not limited to underwear, lingerie, hosiery, and select personal care products.

How to initiate a return: Send an email to info@norrvale.com with your order number, the reason for the return, a photo if the item is damaged, and your contact information. We will respond within 2 business days with return instructions.

Refunds

Process: Once we have received and inspected the returned item, we will notify you by email whether your refund has been approved or declined. If approved, the refund will be processed within 30 days to your original payment method.

Late or missing refund: If you have not received your refund after 30 days, please first check your bank account or credit card statement. Processing times may vary depending on your bank or payment provider. If the refund still has not appeared, please contact us at info@norrvale.com.

Partial refunds: In certain situations, only partial refunds may be granted, for example if an item shows signs of use, is not in its original condition, or is missing parts or packaging.

Return Shipping Costs

Customer responsibility: All customers are responsible for the cost of return shipping. Returns must be shipped to our warehouse in China. Return shipping costs start from $30 CAD and are the responsibility of the customer.

Tracking: We strongly recommend using a trackable shipping service (Track & Trace), as Norrvale is not responsible for return shipments that are lost in transit. Refunds cannot be issued for returns that do not reach our warehouse.

Defective or Incorrect Items

If you receive a defective or incorrect item, Norrvale will send a replacement at no additional cost. If the issue occurs again with the replacement, you will receive a full refund. Please contact us within 7 days of delivery with photos of the defective or incorrect item.

Order Cancellations

Orders cannot be cancelled once they have been placed, as they are immediately processed through our automated system. Please review your order carefully before completing your purchase.

Exchange Policy

We do not offer direct exchanges. If you would like a different item or size, please initiate a return and place a new order.

Sale Items

Items purchased on sale or with a discount code are eligible for return under the same conditions as regular-priced items, unless otherwise stated at the time of purchase.