At Norvex Voyage, we want customers to have a clear understanding of their options if a purchased luggage product arrives damaged, defective, incorrect, or is otherwise eligible for return.
This policy explains our return requirements, refund procedures, and how to contact us for assistance.
1. Return Eligibility
Customers may contact us to request a return for an eligible product that meets the conditions of this policy.
Unless otherwise required by applicable law, products should be returned unused, in their original condition, and with original packaging, accessories, tags, and other included items where applicable.
Before returning any product, customers must contact us to obtain return instructions. Unauthorized returns may result in processing delays.
2. Damaged, Defective, or Incorrect Products
If your luggage arrives damaged, has a manufacturing defect, or differs materially from the product ordered, please contact us as soon as reasonably possible.
Please provide:
- Your order number.
- A description of the issue.
- Clear photographs of the affected product and packaging, where applicable.
After reviewing the information, we will explain the available resolution, which may include a replacement, return, or refund, depending on the circumstances and applicable law.
For eligible returns resulting from a confirmed product defect, damage, or fulfillment error, Norvex Voyage will cover reasonable return shipping costs or provide appropriate return instructions.
3. Returns for Other Reasons
If a customer requests a return for reasons unrelated to a product defect or fulfillment error, the customer is generally responsible for return shipping costs unless otherwise stated by us or required by applicable law.
Products must meet the applicable return eligibility conditions. We recommend contacting us before sending an item back so that we can confirm the return procedure and destination.
4. Non-Returnable Conditions
To the extent permitted by applicable law, a return may be declined if the product:
- Has been used beyond what is reasonably necessary to inspect it.
- Has been damaged through misuse, neglect, or improper handling after delivery.
- Has been modified or altered in a way that affects its resale condition.
- Is missing essential components or accessories supplied with the original order.
These restrictions do not override mandatory consumer rights or applicable remedies for defective, misdescribed, or incorrectly supplied products.
5. Refund Processing
Once an authorized return has been received and inspected, we will notify the customer of the outcome.
If a refund is approved, it will be issued to the original payment method whenever possible.
We generally initiate approved refunds within 3–5 business days after the returned product has been received and inspected. The time required for the refunded funds to appear in the customer’s account may vary depending on the payment provider or financial institution.
Original shipping charges, if any, may not be refundable for returns unrelated to a product defect or fulfillment error, except where required by applicable law or otherwise stated by us.
6. Exchanges and Replacements
If you receive a damaged, defective, or incorrect product, contact us to discuss whether a replacement or exchange is available.
The availability of a replacement depends on inventory, product availability, and the circumstances of the request. If a replacement cannot reasonably be provided, an appropriate alternative remedy may be offered as required by applicable law.
7. Cancellations
If you wish to cancel an order, contact us as soon as possible with your order number.
We will make reasonable efforts to cancel an order that has not entered processing or shipment. Once an order has been dispatched, cancellation may no longer be possible, and the customer may need to follow the return procedure.
Any refund for a canceled order that has already been paid will be returned to the original payment method, subject to applicable payment processing timelines.
8. How to Request a Return
To start a return or request a refund, email us with the subject line “Return or Refund Request” and include your order number and the reason for your request.
Email: [email protected]
Please wait for our instructions before shipping any item back. Return addresses and procedures will be provided when applicable.
9. Contact Information
Norvex Voyage LLC
Address: 10111 PHOEBE LN ADELPHI MD 20783
Email:[email protected]
We aim to review return and refund requests fairly and respond within a reasonable timeframe, subject to the complexity of the issue and any applicable legal requirements.