The order can be canceled within 24 hours after payment or before the goods are shipped, but if the refund is not due to the company's reasons, the company has the right to deduct the transaction fee of the order from the refunded amount (such as credit card fee ), customers please note.
Returns and Order Cancellation Policy
In order to provide customers with the best service, customers can request to return the goods, and the returned goods will be refunded or exchanged. If it is not because of the quality problem of the product, the customer needs to be responsible for the cost of the refund.
Note: Please contact customer service before returning the product. If the customer returns the product without reaching a consensus with the company, the company has the right to refuse to accept it and not make a refund. Any costs incurred, such as logistics and product damage, shall be borne by the buyer.
Credit Card Fee
If you pay by credit card, since the credit card company has charged the transaction fee directly at the time of transaction, the fee cannot be refunded. Therefore, the company will deduct the transaction fee when refunding.
7 days return policy
Within 7 days from the date of receipt, except for customized products, our orders support 7-day return service.
Definition of receipt:
Home delivery sign for receipt, on behalf of the logistics company to send the goods to the address designated by the customer and mark the status of the package as delivered or signed for, which also includes placing it in the management office or anyone who signs for the package on behalf of the customer. If the customer does not receive the goods, it is necessary to contact immediately Customer service inquiries. (Everything is subject to the records of the logistics company.)
*If the customer picks up the goods 7 days after anyone signs for the receipt, the 7-day return service time will still be counted from the delivery time of the logistics company, and it has nothing to do with when the customer picks up the package.
Supermarket pickup means that the calculation starts when the package is picked up from the supermarket.
The returned product must be unused and can only be returned if it does not affect the secondary sales. After opening the package and using the product, if the customer does not like the product, or gives it to a friend but the other party does not like it or does not know how to use it, the product cannot be returned or exchanged.
Some products will be difficult to return to their original state after installation. For example, products such as light strips that are easy to tear off need to be disassembled. If there is no obvious defect in the product, no refund will be given, and only replacement is available.
In addition, any form of modification or removal of parts (even if it can be restored to its original state) will automatically cancel the warranty and return service once discovered. Customers are requested not to modify or remove all or part of the parts by themselves.
Within seven days after the customer service replies that the return/refund process can be carried out, the customer must send the product and provide the tracking number. If the customer still does not send the goods after seven days, the company will automatically cancel the customer's return/refund application, and will no longer provide return/return refund services.
Unless the product is damaged, the wrong style is sent or some parts are missing due to the company's reasons, otherwise the customer needs to be responsible for the cost of returning the product. Please note that <product damage> only includes non-replaceable parts such as the main body of the product (for example, the lamp only includes light pipes, bulbs, etc.), and does not include replaceable accessories such as fire cows, remote controls, brackets, pistons, and screws. Lightweight product defects such as scratches, oil spills, and glue marks are also excluded. If accessories such as fire cow, remote control, bracket, piston and screws are damaged, we will provide replacements.
The customer is responsible for checking the product as soon as possible after receiving the product, and contacting the company immediately if any problem occurs. The returned product must also have complete packaging and the same condition as when it was sent. If the 7-day return period is exceeded, The company has the right not to return the money.
We are not responsible for damage or loss caused by third party shipping and delivery.
1 year technical support and parts warranty
Within 1 year after the order is delivered to the destination, except for customized products, our orders support technical support and parts maintenance.
Technical support includes providing instructions for use and troubleshooting, etc. Parts maintenance includes accessories such as fire cows, remote controls, brackets, pistons and screws.
During the warranty period, we will provide free parts replacement, but the selected shipping cost will need to be borne by the recipient.
Note: Lighting products, light bulbs/light tubes and other parts are consumables and have a product life cycle. The company cannot guarantee the operation period of the product, so it is not included in the scope of parts maintenance. Please note.
Exchange and Reissue Arrangement
The customer is responsible for checking whether the performance of the product is normal and whether the accessories are complete as soon as possible after receiving the goods. Within 7 days after the package is signed, if the product has non-human problems or missing parts, the company will be responsible for the cost of replacement/return .
From 7 days after receipt to the warranty period, if the product is damaged by non-artificial reasons, the company will provide product/part replacement, but the freight incurred will be borne by the recipient.
From 7 days after the receipt to the warranty period, if the product is found to be missing parts, the company has the right to charge extra according to the value of the replacement item and the required freight. Please check as soon as possible within 7 days after the receipt.
In addition, if the customer notifies the company of non-human damage and missing parts within 7 days after signing for the package, but fails to provide the required information (such as videos and pictures) within 7 days after signing for the company, The company also has the right not to reissue free of charge, and the customer may need to be responsible for the cost of parts and freight for reissue.
Customers must send us an email with a picture of the damaged product before returning or exchanging the product. Customers must first contact us via email@example.com within the first 7 days of the return period after receiving the product. After reviewing the situation, we will contact you for further resolution. All Nordeco products must be returned in their original packaging, which must be intact and not defaced in any way, otherwise returns and exchanges will not be accepted. Upon receipt of the return, we will check to see if the returned item is eligible for return.
Shipping charges for returns or exchanges will be borne by the customer. Nordeco will not be held responsible for lost items returned by customers, so we recommend that customers choose a shipping method with a tracking number when returning the item.
reasons for return
Except for problems related to product quality and caused by the company's mistakes, the company will not consider it as a reasonable return for problems caused by customers, third-party company mistakes, government agencies or other reasons (see Note 1) reason, and has the right to refuse the relevant return request. The company will not bear any responsibility for losses caused by customers, third-party companies, government agencies or other reasons.
After we receive the returned product, we will issue a full refund (excluding shipping and transaction fees) and return it to the customer via the original payment method. The refund process is usually completed within 3-5 working days. The money is usually returned to the customer through the bank, which usually takes 1-2 weeks.
Order Cancellation Policy
In order to provide customers with the best service, customers who have placed an order can cancel the order at any time before payment. However, due to the nature of the products we sell (see note 2), we cannot cancel orders if the customer has paid, the order is in progress, the item has entered the production process, or the item has shipped.
a. Regarding the problems caused by the customer's mistakes, including but not limited to the following situations:
I. After ordering the product, the customer finds that he does not need the product;
II. The customer intends to give a gift, but after placing the order, it is found that the recipient does not like the product;
III. The customer left wrong contact information, including phone number, email address and delivery address￼, which made the company unable to contact the customer in time, or sent the goods to the wrong address;
b. Regarding the problems caused by the mistakes of third parties, including but not limited to the following situations:
I. The third-party logistics company or the delivery personnel cause damage to the delivered goods;
II. The third-party logistics company or delivery personnel cause logistics delays due to weather conditions or some force majeure factors, making it impossible for the recipient to receive the goods on the specified date or time;
III. The third-party logistics company or delivery personnel lost the goods.
c. Regarding problems caused by other reasons, including but not limited to the following situations:
I. The recipient cannot sign for or refuses to sign for the goods;
II. The recipient does not appear at the delivery time or address specified by the customer;
III. The recipient does not like the goods after receiving them;
IV. The customer did not use the discount code (if any) when placing the order.
V. Material cost changes due to supply situation, resulting in commodity price adjustment.