Refund Policy

This policy sets out the terms and conditions for refunds for returned orders. It applies only where the return has been accepted under the terms described in the Return Policy. No refund will be initiated for a return that does not meet the conditions or is made outside the allowed timeframe.

Refund approval

Upon receipt of the returned product at our premises, our logistics team will check that it meets the requirements (complete, intact, unused, etc.). We will notify the customer by email of the refund decision or refusal within 14 days of receiving the returned parcel.

Refund timeframe

If the return is approved, the refund will be issued within 14 days of the confirmation date. This statutory timeframe may vary depending on banks. The refund will be processed automatically using the payment method used for the original order. We do not issue replacement codes or store credit without the customer’s express consent.

Refund amount

The refunded amount corresponds to the price paid for the returned product(s), based on the condition observed. The original delivery costs may be refunded partially or in full only if the entire order is returned and the standard free delivery option was applicable (original shipping costs waived). However, return shipping costs remain the customer’s responsibility (see the Return Policy), except in the event of an error on our part or a defective product.

If the item is partially damaged, we reserve the right to deduct from the refund an amount proportional to the depreciation observed. For example, a damaged or incomplete product may be partially refunded to reflect its loss of value.

Cases where a refund is refused

A refund will be refused in the following cases:

  • Item returned outside the statutory period (after the 14-day withdrawal period).
  • Item not returned according to the procedure (without prior return authorization).
  • Item clearly used, soiled, or incomplete (missing accessories, destroyed packaging).
  • Item not matching the original order (attempted unapproved exchange).
  • Return of a personalized product or a product excluded from the right of withdrawal.

In all such cases, the customer will be informed of the refusal of the refund and must cover the cost of returning the product at their own expense (or the parcel may be sent back to them).

Statutory warranty for defective products

If a product is defective (non-compliant or affected by a hidden defect) as identified upon delivery, the customer must inform us immediately (at the latest within a reasonable time after discovery). To do so, please contact us at contact@nordelvia.com and attach photographs of the defect. After review, we may proceed, in accordance with applicable law:

  • either with repair or replacement of the product (the customer returns the defective product and a new unit is sent);
  • or with store credit or a full refund if replacement is impossible or disproportionate (in accordance with Articles L.217-9 et seq. and L.217-4 of the French Consumer Code).

If the procedure requires the return of the defective item, the return shipping costs are then reimbursed to the customer (both the outbound shipping cost and, where applicable, the cost of sending the replacement product).

Statutory claim time limits

The customer has a period of two years from delivery of the product to invoke the statutory warranty of conformity (Articles L.217-4 et seq.). In practice, we encourage you to report any issue as soon as you receive the product. In addition, for movable goods, an action for hidden defects must be brought within two years from discovery of the defect (Article 1648 of the French Civil Code). For electrical devices, certain consumer goods warranties may apply beyond this period.