Refund policy

Refund and Return Policy

At Norvianne Atelier, we want you to feel confident when shopping with us. This Refund and Return Policy explains how we handle returns, refunds, exchanges, damaged items, defective items, incorrect items, and other order-related concerns.

This policy applies to purchases made through the Norvianne Atelier online store.

1. Consumer Rights

Nothing in this policy excludes, restricts, or modifies any rights or remedies you may have under applicable consumer protection laws in Canada, British Columbia, or your province or territory of residence.

If a product is defective, damaged, incorrect, misdescribed, not delivered, or otherwise subject to a legal remedy, we will assess the issue and provide the appropriate remedy required by applicable law.

2. Return Window

In addition to any rights available under applicable law, Norvianne Atelier accepts eligible change-of-mind returns within 14 days of delivery.

The return period begins on the date your order is marked as delivered by the carrier.

3. Return Eligibility

To be eligible for a change-of-mind return, an item must meet all of the following conditions:

the return request must be submitted within 14 days of delivery;
the item must be unused, unworn, unwashed, unaltered, and undamaged;
the item must be free from stains, odours, deodorant marks, makeup, pet hair, and signs of wear;
all original tags and labels must remain attached;
the original packaging, accessories, inserts, and included components must be returned where applicable;
the item must not be marked as final sale or otherwise excluded from change-of-mind returns;
the return must be approved by our customer support team before the item is shipped back to us.

4. Non-Returnable Items for Change of Mind

The following items are not eligible for change-of-mind return unless they arrive damaged, defective, incorrect, misdescribed, or unless a remedy is required by applicable law:

underwear;
swimwear without original hygiene protection intact;
bodysuits;
earrings and pierced jewellery;
personal care or intimate items;
gift cards;
final sale items;
clearance items marked as final sale;
customized, personalized, altered, or made-to-order products.

5. Sale Items

Sale, promotional, and discounted items may be returned for change of mind only if they meet the eligibility requirements in this policy and are not marked as final sale.

Any legal rights you may have regarding defective, damaged, incorrect, or misdescribed products continue to apply to sale items.

6. Damaged, Defective, or Incorrect Items

If you receive an item that is damaged, defective, incomplete, not as described, or different from what you ordered, please contact us as soon as possible at returns@norvianneatelier.ca.

Please include the following information:

your full name;
your order number;
a clear description of the issue;
clear photos or videos showing the issue;
a photo of the packaging and shipping label if the issue relates to delivery damage or an incorrect shipment.

After reviewing your request, we may offer a replacement, refund, store credit, exchange, return instructions, or another appropriate remedy depending on the circumstances and applicable law.

7. How to Request a Return

To request a return, please email returns@norvianneatelier.ca with your order number, full name, item name, and reason for return.

If your return request is approved, we will provide return instructions. Items sent back without prior return authorization may be refused.

8. Return Shipping

Customers are responsible for return shipping costs for approved change-of-mind returns.

If the return is due to a damaged, defective, incorrect, or misdescribed item, we will review the case and may provide a prepaid return label, reimbursement of reasonable return shipping costs, replacement, refund, or another appropriate remedy.

We strongly recommend using a trackable shipping service. Norvianne Atelier is not responsible for return shipments that are lost, delayed, damaged, or not delivered when returned by the customer for change of mind.

9. Inspection of Returned Items

All returned items are inspected after arrival. If the returned item meets the return requirements, your refund will be approved.

If the returned item does not meet the return requirements, the refund may be denied. Items that are worn, washed, damaged, stained, altered, missing tags, missing packaging, or otherwise not in original condition may not be eligible for refund for change-of-mind returns.

10. Refunds

Approved refunds are issued to the original payment method used at checkout.

Once your returned item has been received and inspected, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed within a reasonable timeframe.

Please allow 5 to 10 business days after the refund has been issued for the amount to appear, depending on your bank, card issuer, or payment provider.

11. Distance Sales Cancellations

Where applicable consumer protection law provides a right to cancel a distance sales contract or requires a specific refund process, Norvianne Atelier will process the request in accordance with those legal requirements.

For customers in British Columbia, certain distance sales contracts may be subject to consumer protection rules involving disclosure requirements, contract copies, cancellation rights, delivery terms, and refund obligations where applicable.

12. Partial Refunds

Partial refunds may be issued in certain cases, including but not limited to:

items returned with missing packaging or accessories;
items returned with signs of handling beyond what is necessary to inspect the product;
orders where only part of the order is returned;
orders with non-refundable shipping charges where permitted by law.

13. Exchanges

We do not guarantee direct exchanges. If you need a different size, colour, or style, we recommend returning the eligible item and placing a new order.

If an exchange is offered, it is subject to product availability.

14. Store Credit

In some cases, Norvianne Atelier may offer store credit as an alternative to a refund. Store credit has no cash value and may only be used on our online store.

15. Final Sale Items

Items marked as final sale cannot be returned, exchanged, or refunded for change of mind unless they arrive damaged, defective, incorrect, or unless required by applicable law.

16. Orders Returned to Sender

If a package is returned to us because of an incorrect address, incomplete address, refusal of delivery, failure to pick up the package, or another delivery issue caused by the customer, we will contact you to determine the next steps.

Additional shipping fees may apply for reshipment. If a refund is issued, reasonable shipping and handling costs may be deducted where permitted by law.

17. Late or Missing Refunds

If you have not received an approved refund after 10 business days, please check with your bank or payment provider first. Processing times vary by financial institution.

If you have completed this step and still have not received your refund, contact us at support@norvianneatelier.ca.