free shipping this Week On order over $39
free shipping this Week On order over $39

Refund Policy

ORDER RETURN/REFUND POLICY:

IMPORTANT: We are happy to offer our customers a 60 day results guarantee. 

All items discounted by 60% or more are considered final sale and cannot be returned for store credit or refunded to the original form of payment. (can be replaced instantly with a proof of manufacturer faulty)


Please be sure to send us your item(s) back in full accordance with our Return Policy:


We are happy to offer our customers a 60 day results guarantee.

For returns WITHIN 60 days:

  •   Start your free return process by contacting our support@nortexshop.com
  •   Refunds will be issued to the original form of payment.

For returns AFTER 60 days:

  • Customers must pay for a return label.
  • Refunds are issued to the original form of payment and members are responsible for returning shipping costs.

**All returns are subject to a 20% restocking/disposal fee.
*Because of the nature of our business and products, we are unable to restock or resell any unopened/opened items. Returns are processed within 5-7 days after your items are delivered to us.

Damaged, defective, or incorrect items must be reported within 7 days of delivery with picture attached.

**Return drop-offs are NOT accepted at our warehouse.

DELIVERY CLAIMS:
If you are experiencing a non-delivery or your tracking information states that your package was delivered by the carrier but you have not received it, please allow 3-5 days for delivery due to the delays and/or lack of scanning within delivery carriers for efficiency in this heightened period. If it still has not arrived after 5 days, please contact NORTEX within 10 days to file a claim.

NORTEX is not responsible for packages that have been reported stolen, lost or misplaced if carrier marks delivered and is not obligated to issue refund or store credit for these packages.

NORTEX is willing and happy to assist in finding the best solution to get the product to the recipient.


    RETURNED-TO-SENDER & REFUSED PACKAGES:
    With limited exceptions, we do not provide prepaid return labels in these instances. Customers are responsible for covering shipping costs to return the items. Returned-to-Sender or Refused packages will be restocked and you will be issued a refund in the original form of payment if the address was entered correctly.

    *no tampering of the address is possible on the label from any in house representative*


    We are unable to make changes to orders once they have been placed in our system.
     To ensure that your package is properly delivered, make sure that your address is entered correctly and includes all relevant information. The use of correct abbreviations, street numbers, building or apartment numbers, and route information (if applicable) are critical to ensuring delivery.

    We do not take responsibility for lost, misplaced, or incorrectly delivered shipments if the address information provided is incorrect at the time of purchase.



    RESERVED RIGHTS REGARDING RETURNS:
    Once a return is initiated and/or your return label has been printed, your items have 7 days to arrive at your local carrier/postal office to send back to our distribution center in Camarillo, California. If your items do not arrive within that timeframe, NORTEX is within its rights to cancel the return.

    We reserve the right to solely define and limit, refuse, and/or reject returns from customers at any time due to:

    • An irregular or excessive returns history
    • An irregular or excessive returns history involving used, altered, laundered, damaged, or missing items; or
    • Potential fraudulent or criminal activity.


    All items sent to our Warehouse will be discarded upon receipt.



    STORE EXCHANGES:
    Because we can't ensure the item required will be available by the time returned items come back to the Distribution Center, except in very limited circumstances, we are unable to accommodate exchanges.



    DAMAGED/DEFECTIVE/INCORRECT ITEMS:
    Should you receive a damaged, defective, or incorrect item, contact our Customer Care team via email at support@nortexshop.com within 7 business days from delivery date. Once we receive your request, we will be in contact with you to address and resolve the issue.

     



    RETURNING BY MAIL:
    For U.S. Domestic customers, we recommend that you return using  our warehouse address:
    NORTEX - [your full name]
    943 Flynn Rd, Camarillo, CA 93012

    Depending on the shipping method and carrier selected, your return package may take several weeks to reach us if returning from an international location. Please allow 5-7 business days to process your return once it is delivered to our Distribution Center. 

    NORTEX is not responsible for returns until they reach our Distribution Center in Camarillo, California. Keep your proof of postage and ship your return along with a tracking number as we are not liable for return packages that are lost or stolen in-transit. Without proof of receipt and delivery, NORTEX is able to refuse issuing store credit for your return. 

    All returns must have EXACTLY what was in the original purchase and / or selected as agreed with our customer support. Any items missing will cause a fault in the return and is subject to NORTEX's discretion to process a refund on any kind.

     

    ORDER CANCELLATIONS & ADJUSTMENTS:
    Members are able to cancel or adjust their order 12-24 hours of ordering. 
    *Please be informed cancellations are subjected to a 10% processing fee. These are fees that we incur from the payment processor and fulfillment center.

    Please email support@nortexshop.com or call us at +1 833-924-0099  to adjust within the time period.


    WARRANTY TERMS & CONDITIONS:


    6 - Months Limited Warranty (or One Year Extended Warranty)
    NORTEX warrants products for a period of SIX (6) Months or ONE (1) YEARS Extended Warranty after the original date of purchase against defects due to faulty workmanship or materials arising from Normal Use of the device.

    The warranty covers working parts that affect the function of the device. It does NOT cover cosmetic deterioration caused by fair wear and tear, or damage caused by accident, misuse or neglect. Any attempt to open or take apart the device (or its accessories) will void the warranty. If you discover a defect and notify NORTEX during the warranty period, NORTEX will, at its discretion, replace the device free of charge. The customer might only be subjected to cover the cost of shipping.

    Claims under warranty must be supported by reasonable evidence that the date of the claim is within the warranty period.

    Any refunds given in full will void any warranty including any type of replacement.

    To validate your warranty, please keep your original purchase receipt together with these warranty conditions for the duration of the warranty period. The barcode located on the box guarantees the authenticity of the device. To claim your warranty, you must email support@nortexshop.com for assistance. Shipping costs are non-refundable. This undertaking is in addition to your statutory rights as a consumer and does not affect those rights in any way.

     

    If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.