Nortex Online Shop – Return & Refund Policy

Our Commitment to Your Satisfaction

We want you to be happy with your purchase and we apologize if it is not. For whatever reason that you are not satisfied, we would be most happy to provide exchanges and returns for all items purchased from us if the following conditions are met:

A. The item(s) have a quality problem
B. Original receipts are included
C. All items were purchased originally from us

If none of the above conditions are met, we regret to inform that we are unable to process any claims for exchanges or refunds regardless that the items have been mailed back to us.

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Return & Refund Procedure

1. Validity for Return & Exchange

If we have delivered the wrong item to you, your item arrives damaged on delivery, your item is missing items, or you changed your mind and you no longer want the item, please notify us within 7 days and you must return it to us within 30 days from receiving the goods.

2. Communicate with Us

• Email or contact us online to describe the problems you have encountered
• No refunds will be given for taxes, duties, tariffs and excise charges levied for overseas orders either for refunds or exchanged items

3. Incorrect Item, Damaged on Delivery, or Missing Items

If we deliver the wrong item, your item arrives damaged, or items are missing:

• Please notify us within 7 days (the sooner the better)
• You must return it to us within 30 days of delivery

If we accidentally deliver the wrong product or if the product is not as described on the website:

• Please do not remove the product from its original packaging or any of the stickers or labels
• Notify us immediately and we will collect the product from you at no charge
• We will at your choice:
  • Deliver the correct item to you as soon as possible (if available); or
  • Refund you the money

If your goods arrive damaged:

• Please notify us within 7 days
• We will require the following information to assess where in the delivery process the damage may have occurred:
  • Photograph of the outer box including sticker
  • Photograph of the inside box, including the inner packaging
  • Photograph of the damaged item
• If necessary, we will arrange a collection of the product from you at no charge
• Once we have inspected the product or photographs and validated your return, we will, according to your preference:
  • Replace the product (if available); or
  • Issue a refund to you
• Please note: A refund is not available if the item was received as a gift

4. You Changed Your Mind

If you simply changed your mind and you no longer want the item, you must notify us within 7 days and return it to us within 7 days of delivery.

5. Prepare Your Return

• Once we have confirmed to you to return the goods, please package your return carefully to prevent damage during transit
• You must return the item in its original product packaging with all the accessories and items included, and all seals must be intact (if applicable)
• If the returning product has not been packaged properly and is damaged, then we simply cannot give you a refund. It is your responsibility to package the item correctly

6. Ensure the Correct Return Item

• You must return the correct items. Please contact us immediately if you have returned the wrong item because we dispose of incorrect returns
• We cannot guarantee that we will find your item and unfortunately, we will not pay for lost items. If we find it, you will have to collect it
• If we reject your return, we will send the item back to you at your cost
• If we can’t deliver the item to you within 30 days of its return having been rejected (for example because you are unavailable or you refuse delivery), we will consider the item abandoned and may dispose of it

7. Collection of Returnable Items

When you log a return, we will arrange to collect the item from you.

8. Non-Returnable Items

• Items you cannot return are marked as non-returnable on the product description
• There are exceptions, such as if we delivered the wrong item, if the item arrives damaged on delivery, or if it is defective
• If you’re unsure whether your return will be successful, please contact us and we can figure it out together
• Examples of non-returnable items include any item that has been personalised for you or made to your specifications, or if the item was received as a gift

9. Credit and Refunds

• When you log your return, you can choose whether we must replace the item (subject to availability of the goods in stock) or refund you
• If you want us to refund you, we will refund you the same way you paid
• Funds can take 3 to 5 business days to reflect in your account and are subject to your bank or payment provider’s processing times
• We will ask you for your bank details which we will have to verify before we can refund you. This could take a little longer than 5 days

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Contact Our Customer Support

Telephone: +267 2414 773
Email: sales@nortex.co.bw
Address: Plot 9807, BMC Industrial Area, Phase IV, Francistown, Botswana

Office Hours:
Monday to Friday: 08:00 to 17:00
Closed on Saturdays, Sundays and Public Holidays

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Customer Queries and Complaints

We aim for complete customer satisfaction. We respect our customers’ rights and always try to comply with best practice and all relevant laws. If you are not satisfied with any of our goods, or have any questions, please contact our customer support department and have your invoice ready. We will try our best to solve your problem. We are proud of the reputation of our products.

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Dispute Resolution

If we do not accept that we supplied defective or unsuitable goods, and our customer support department has not been able to help, any customer may still take the matter up with a suitable ombud or other dispute resolution body or take legal action. The dispute resolution procedures under the CPA do not necessarily apply to all transactions with us. This policy does not exclude any other rights customers may have.