🔒 Norvan 45-Day Restricted Comfort Guarantee

At Norvan, our mission is to deliver bio-mechanically engineered footwear solutions. Every purchase made through our authorized channels is subject to the terms and conditions of our 45-Day Restricted Comfort Guarantee.

(Please note: The 45-calendar-day trial period begins at the exact timestamp your carrier marks the package as "Delivered" in their tracking system, not when the package is opened).

1. Mandatory Qualifying Conditions

To initiate any claim under the 45-Day Guarantee, the customer must strictly satisfy all of the following cumulative conditions without exception:

1. Mandatory Break-in & Adjustment Period: Shoes must be worn for a minimum of 3 to 5 full working days (minimum 8 continuous hours per day) to allow for thermal moulding and structural adjustment. Claims submitted without documented break-in periods will be automatically rejected.

2. Pristine Merchandise Condition: Despite the mandatory break-in period required above, any item submitted for exchange or refund must display zero signs of wear, scuffs, stains, odors, creasing, or sole/insole debris, and must retain all original factory tags attached.

3. Original Packaging Inspection: Items must be returned in their intact original shoe box. Boxes with applied tape, shipping labels, or external damage will be deemed ineligible.

4. Rigorous Audiovisual Verification: The customer must submit a digital file including:

   • High-resolution photographs (minimum 4K quality) from 6 distinct angles (front, back, inner lateral, outer lateral, insole, and outer sole).

   • A single, unedited 60-second video recorded in natural daylight demonstrating the precise fit, structural issue, or discomfort.

2. Mandatory Protocol & Resolution Process

Direct refunds are strictly prohibited without first exhausting the following mandatory 4-step resolution process:

1. Phase 1: Biomechanical Evaluation: Our technical support team will analyze the provided evidence within 10–15 business days.

2. Phase 2: Posture & Insole Guidance: A mandatory 14-day secondary adjustment period will be assigned, requiring the customer to follow our post-evaluation posture and orthotic guidance.

3. Phase 3: Mandatory Size/Model Exchange: If discomfort persists after Phase 2, the primary available resolution is a mandatory single-size exchange.

4. Phase 4: Final Claim Audit: Only if the replacement item from Phase 3 exhibits a verified structural manufacturing defect will partial refund eligibility be reviewed.

3. Exclusions & Non-Eligible Cases

The 45-Day Guarantee is rendered null and void, with no refunds or exchanges permitted, under the following circumstances:

• Normal wear and tear, surface abrasions, scuffs, or damage caused by improper storage or cleaning.

• Subjective preferences regarding style, weight, color, texture, or general comfort without a verified technical defect.

• Orders or items purchased during promotional events, clearance sales, or using discount codes exceeding 10% (classified as Final Sale).

• Footwear modified, washed, or used on non-standard surfaces.

• Items that have already been issued as a replacement or exchange order.

4. Defective, Damaged, or Incorrect Items

If your order arrives with a structural manufacturing defect or transit damage, or if an incorrect item was delivered:

• You must notify our team in writing within a strict cutoff of 48 hours from carrier delivery (overriding standard 7-day windows if external packaging is damaged).

• Submissions must include your order number, photos of the outer shipping label, photos of the product barcode, and detailed photo/video evidence of the defect.

• After 48 hours post-delivery, items are irrevocably deemed accepted in perfect condition, and damage claims will be denied.

5. Return Shipping & Handling Fees

• Norvan-Covered Returns: Return shipping costs are covered by Norvan only when our technical team provides written confirmation of a verified factory manufacturing defect or warehouse error.

• Standard Returns & Size Exchanges: For all other returns, the customer bears full responsibility for return shipping fees plus a standard warehouse restocking/inspection fee of $15.00 per unit.

• Carrier Requirements: All returns must be shipped using a tracked, insured shipping service. Norvan assumes zero liability for items lost, damaged, or delayed in transit.

6. Order Cancellations

Due to automated fulfillment logistics:

• Cancellation requests are only accepted within 30 minutes of order placement.

• Once this 30-minute window elapses, orders enter immediate processing and cannot be canceled or modified. Customers must receive the package and navigate the standard return qualification protocol.

7. Non-Refundable Items & Deduction Terms

If a refund receives formal written approval from our audit division:

• Original shipping fees will be deducted from the total refund amount (for orders qualified for "Free Promotional Shipping," a standard $9.95 logistics handling fee will be deducted).

• Payment processing fees, merchant transaction fees, and shipping protection insurance fees are strictly non-refundable.

• Approved refunds are processed within 30 to 45 business days to the original payment method.

8. Return Address & RMA Requirement

⚠️ IMPORTANT: Do not send any items back without obtaining an official Return Merchandise Authorization (RMA) Number issued in writing by our support team.

• Returns sent to the address on the original shipping label, unauthorized logistics centers, or packages lacking a clearly marked RMA code on the external box will be automatically rejected, destroyed by the facility, or returned to sender at the customer's expense.

To request an RMA form and authorized inspection facility address, contact: 📩 

supporttrynorvan@gmail.com

💬 Customer Support

For technical inquiries or active claim updates: 📩 supporttrynorvan@gmail.com