Return and Complaint Policy
Return and Complaint Policy
Effective from: January 1, 2025
1. Right of Withdrawal
The consumer has the right to withdraw from a distance contract without giving any reason within 14 days from the day of receiving the goods.
How to make a return?
- Send an email to contact@norvextools.eu with the subject RETURN – order number
- Provide the order number and product name
- You will receive instructions on how to send back the goods
- Return the goods within 14 days of submitting the return request
Return conditions:
- The goods must be unused, complete, and in the original packaging
- The goods must not show signs of use or damage caused by the Customer
- Include proof of purchase with the shipment
Return costs:
The cost of returning the goods is borne by the Customer, unless the Seller decides otherwise.
Refund:
The Seller will refund the amount within 14 working days of receiving the goods. The refund will be made using the same payment method chosen by the Customer.
2. Complaints (Warranty)
The Seller is responsible for physical and legal defects of the sold goods based on the provisions of the Civil Code.
How to file a complaint?
- Send an email to: contact@norvextools.eu with the subject COMPLAINT – order number
- Describe the defect and attach photos
- Specify the preferred resolution: repair, replacement, or refund
Response time:
The complaint will be processed within 14 calendar days. No response within this period means the complaint is accepted as justified.
3. Manufacturer's Warranty
Selected products are covered by the manufacturer's warranty. Warranty information is included in the product description. The warranty does not exclude the Consumer's rights arising from the warranty for defects.
4. Contact
Email: contact@norvextools.eu
Phone: +48 792 704 644
Mon–Fri: 9:00 AM–5:00 PM