Refund Policy

Return & Refund policy

We have a 30-day return policy, which means you have 30 days from the day you receive the item to request a refund. Refunds will not be applicable if it has been more than 30 days since you received the item.


1. To return the item, it must be in the same condition as you received it: unused, tagged, and in its original packaging. A receipt or proof of purchase is also required. Photos of what you received may be requested for your return.

2. We have the right to reject the return request if foul play is suspected.

3. We will not bear the return shipping cost. Customer is responsible for the return label and shipping cost back to our address in China.

4. Returned items will not be accepted without our prior request.
5. We may choose to reject your refund request if the product we receive back is not in its original condition.

 

If you have any questions about returns, please contact us at support@nordeottawa.com.

 

Orders not received

There may be cases where orders are delayed due to unexpected circumstances (e.g. customs inspection).
We can process a refund upon request, if more than 60 days have passed. Since your order has already been shipped, please understand that we will not be able to issue a refund if 60 days have not passed.

 

Order Cancellation / Order Update

For orders placed in error, we give you up to 2 hours (from the time the order was placed) to email us and request a cancellation. After 2 hours, we will not be able to cancel your order.

In case you have placed a wrong order and you want to change the size or color, we will contact our carrier, but we cannot guarantee anything, especially if the order has already been shipped.

 

Disputes

If in any case the buyer decides to open a dispute against us (credit card or Paypal), the customer will automatically lose all rights to our customer service (credit card or Paypal).

The after-sales service will stop immediately. Refund, return and replacement requests will no longer be valid and the case will be referred to the merchant.

 

Damages and problems

Please check your order upon receipt and contact us immediately if the item is defective or damaged or if you have received the wrong item so we can evaluate and resolve the issue. The item will be replaced free of charge if

 

Exceptions/non-returnable items

Certain types of items are not returnable, including perishable items (e.g. food, flowers or plants), bespoke items (e.g. special orders or personalised items) and personal care items (e.g. beauty products). We also do not accept returns on hazardous materials, flammable liquids or gases. If you have any questions or comments about a specific item, please contact us. Unfortunately, we cannot accept returns on backorders or gift vouchers.

 

Return process

Once we've received and verified your return, we'll let you know if your refund has been authorized. If so, you'll receive an automatic refund to your original payment method within 10 business days. Please note that it may take some time for your bank or credit card company to process and send your refund.

If more than 15 business days have passed since we authorized your return, please contact us at support@nordeottawa.com .