Refund policy
Scope and Intent: This Return and Refund Policy applies to all purchases made through the NORENZA website by customers in the United States. Our goal is to ensure a fair and transparent process for returns and refunds, in full compliance with U.S. consumer protection laws, including the Uniform Commercial Code (UCC), federal regulations, and California's consumer rights (e.g., California Civil Code and relevant privacy statutes like CCPA/CPRA).
Contact Information
For any questions regarding returns or refunds, please contact our customer service team. We're here to help!
- Email: hello@norenza.com
-
Phone: +1-302-215-5702
(Available Monday to Friday, 8:00 AM to 5:00 PM)
Your Right to Return (Return Window)
Customers in the United States have the right to cancel their purchase and return products within 30 days of the delivery date for any reason (customer remorse). For products that are defective, damaged, or incorrect, specific conditions apply as detailed below.
How to Initiate a Return
- Return Notification: To begin a return, contact our customer service at hello@norenza.com with your order number and a clear reason for the return.
- Return Authorization: After reviewing your request, we will provide you with detailed instructions and a Return Merchandise Authorization (RMA) number if applicable. Do not send items back without an RMA number, as this may delay or prevent your refund. For defective, damaged, or incorrect products, please contact us before returning any item so we can review the case and provide the correct return instructions.
Packaging and Shipping Your Return
1. Secure Packaging: Please safely pack the item(s) in their original packaging, ensuring all original labels, tags, and accessories are still attached. If original packaging is unavailable, use comparable protective packaging.
2. Required Documents: Include the return authorization form or RMA number clearly inside the package, along with any necessary supporting documents or images.
3. Return Label: Please use your own carrier to ship the return package. If we provide a label, the corresponding shipping cost will be deducted from your refund.
4. Shipping Method: We recommend using a shipping method with tracking and insurance for your protection.
Return Costs
- For Defective, Damaged, or Incorrect Products:
Return shipping costs are the responsibility of the customer. Please contact us before returning any product so we can provide the correct return address and instructions.
- For Customer Remorse (Change of Mind):
The cost of return delivery is the responsibility of the customer. This applies when you purchase the wrong product, the item doesn’t fit, or you simply change your mind. Original shipping costs are non-refundable.
Specific Return and Refund Conditions
Return shipping costs are the responsibility of the customer, unless otherwise required by local consumer protection laws.
- Returns Due to Change of Mind (Customer Remorse):
You can return a product within 30 days of the delivery date if you change your mind. The product must be unused, undamaged, unworn, and in its original packaging with all tags still attached. Return shipping costs are your responsibility.
- Defective Products:
If you receive a defective product, please contact our customer service immediately with details and photos/videos of the issue. Once verified, you may return the product at your own expense for a full refund or replacement.
- Damaged Products:
If your product arrives damaged during shipping, please send photos of both the product and packaging within 48 hours of receipt. After review, we will approve the return and issue a full refund once the product is received. Return shipping costs remain the customer’s responsibility.
- Incorrect Product Received:
If you receive an item different from what you ordered, please contact us immediately. We’ll review the case and process a refund or replacement once the item has been returned. Return shipping costs are the customer’s responsibility.
- Product Never Arrived (Lost in Transit):
If your product never arrives within the expected delivery timeframe, please contact us. We’ll initiate an investigation with the carrier and offer a refund or replacement once confirmed lost.
- Order Cancellation:
You can cancel your order at no charge if it hasn’t shipped yet. If the order has already been shipped, you’ll need to follow our standard return procedure. Return shipping costs are the customer’s responsibility.
Policy for Damaged, Defective, or Non-Damaged Goods
- Damaged or Defective Goods:
You must contact our customer service within 48 hours of receiving the item and provide photos of the defect or damage. After inspection and approval, we’ll process a refund or replacement once the product has been returned. Return shipping costs are the responsibility of the customer.
- Non-Damaged Goods (Customer Remorse):
If you wish to return an undamaged and unused product due to a change of mind, please initiate the return within 30 days of delivery. The product must be in its original, saleable condition and packaging. Return shipping costs are at the customer’s expense.
Timelines
- Return Window: The period to initiate a return (notify us) begins on the delivery date. For customer remorse, this is 30 days. For damaged/defective items, immediate notification (within 48 hours of receipt) is required.
- Return Shipping: Returns should be shipped back promptly after receiving your RMA and instructions.
- Return Processing: After we receive and inspect the returned item(s) at our facility, we will process your refund within 7 business days. You will receive a confirmation email once your refund has been processed.
- Refund Conditions: A refund is approved if the product meets the stated conditions (e.g., undamaged, unused, in original packaging for remorse returns; verified defect/damage for other returns).
- Refund Period: Once approved, it may take an additional 3 to 10 business days for the refund to appear on your original payment method, depending on your bank or credit card company.
- Refund Methods: Refunds are always made to the original payment method used at the time of purchase. We cannot issue refunds to different payment methods.
Exceptions to the Return Policy
For hygiene and safety reasons, or due to their custom nature, the following products cannot be returned unless they are defective or incorrect upon receipt:
- Custom or personalized items
- Hygiene products (e.g., socks, underwear, certain personal care items) if the original sealed packaging has been opened or the product has been used.
Return Address
Please send all approved returns, with a valid RMA, to:
COLISEXPAT (CXP1538842 - ECOMIA)
266 Cherry Lane
DELAWARE (DE)
19720-NEW CASTLE
USA
Note: This address is specifically for processing customer returns. Please do not send general correspondence or business inquiries to this address.
Shipping Method and Costs (Our Recommendations)
- Return Shipping Method (for customer-paid returns): While you may choose your preferred carrier, we recommend using a trackable service like DHL, USPS Priority Mail, or FedEx with Track & Trace to ensure safe delivery of your return.
- Restocking Fees: We do not charge any restocking fees for returns that comply with this policy.
Legal Rights
This policy does not affect your statutory rights under applicable U.S. consumer protection laws, including any rights to a refund, replacement, or repair for faulty goods.
Questions?
Visit our comprehensive FAQ page for more information: FAQ
Alternatively, please contact our dedicated customer service team.
Company Information
Company Name: ECOMIA SAS
Main Operating Address: 4 Rue d'Alger, 67000 Strasbourg, France
Email: contact@ecomia.fr
Contact Form: CONTACT US
Phone: +1-302-215-5702
Company Number: 98163469400013
TAX Number: FR02981634694
Customer Service Hours: Monday to Friday, 8:00 AM to 5:00 PM
