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

1. 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.
2. 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 eligible returns due to our error (defective, damaged, or incorrect product), we will provide a prepaid shipping label.

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: If a return label is provided by us, please download and print it from the link sent in our email. Affix it securely to the outside of the package.
4. Shipping Method: We recommend using a shipping method with tracking and insurance for your protection.

Return Costs

• For Defective, Damaged, or Incorrect Products: There is no cost to the customer for return shipping. This applies when the product is incorrect, was damaged by the carrier during transit, or is defective upon arrival.
• For Customer Remorse (Change of Mind): The actual cost of return delivery will be the responsibility of the customer. This applies when you purchase the wrong product, the item doesn't fit, or you simply change your mind about the item. Shipping costs from the original purchase are non-refundable for remorse returns.

Specific Return and Refund Conditions

• 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.
• Defective Products: If you receive a product that is defective or malfunctions, please contact our customer service immediately, providing details and photos/videos of the defect. NORENZA will cover the return shipping costs for verified defective items and, at your option, provide a replacement product or a full refund.
• Damaged Products: If your product arrives damaged due to shipping, please send us photos of the damage to both the product and the packaging within 48 hours of receipt. We will assess the situation, and if approved, we will cover the return costs and offer a replacement or a full refund.
• Incorrect Product Received: If you receive a product different from what you ordered, contact us immediately. We will arrange for the correct product to be sent to you and cover all return shipping costs for the incorrect item.
• Product Never Arrived (Lost in Transit): If your product never arrives within the expected delivery timeframe, please contact us so we can initiate an investigation with the courier. If the product is confirmed lost, we will offer a full refund or send a replacement product at no additional cost.
• Order Cancellation: You can cancel your order at no charge if it has not yet been shipped. If the order has already shipped, you will need to follow our standard return procedure after receiving the product, with return shipping costs potentially applicable for remorse returns.

Policy for Damaged, Defective, or Non-Damaged Goods

• Damaged or Defective Goods: Upon receiving damaged or defective goods, you must contact our customer service within 48 hours with photos of the defect or damage. We will inspect the item and, if approved, provide a replacement or a full refund, including original shipping costs.
• Non-Damaged Goods (Customer Remorse): If you wish to return an undamaged and unused product due to a change of mind, you must initiate the return within 30 days of the delivery date. The product must be in its original, saleable condition and packaging.

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