Refund & Returns Policy
Last Updated: 27th April, 2026
1. Overview
Shop Nordexa aims to provide clear and accurate product listings. This policy explains the conditions under which returns, replacements, and refunds are accepted.
2. Eligibility for Returns
We accept returns only under the following conditions:
- The item is damaged, defective, or incorrect upon delivery
- The request is made within 5 days of delivery
- The item is unused and in its original condition and packaging
Proof such as images or videos may be required to process the request.
3. Non-Returnable Items
The following items are not eligible for return or refund:
- Custom or personalised wooden boards (including engraved products)
- Items used, altered, or not in original condition
- Orders returned without prior approval
Custom products are made based on customer-provided details and cannot be resold.
4. Refunds
Refunds are issued only if:
- The product is confirmed to be defective, damaged, or incorrect
- A return has been approved and received (if applicable)
Once approved, refunds will be processed to the original payment method within 5–10 business days.
Original shipping charges are non-refundable unless the issue is due to our error.
5. Replacements
If eligible, we may offer a replacement instead of a refund for:
- Damaged or defective items
- Incorrect items received
Replacement decisions are made based on product availability and case review.
6. Return Process
To request a return:
- Contact us with your order details
- Provide clear evidence of the issue
- Wait for approval before sending any item back
Returns sent without approval may not be accepted.
7. Return Shipping
- Customers are responsible for return shipping costs unless the issue is due to our error
- We recommend using a trackable shipping method
- We are not responsible for lost return shipments
8. Order Cancellations
Orders can be cancelled only if they have not been processed or shipped.
Custom or personalised orders cannot be cancelled once production has started.
9. Late or Missing Refunds
If you have not received your refund:
- Check with your bank or payment provider
- Contact your payment processor such as Stripe
- If the issue persists, contact us for assistance
10. Contact Information
For return or refund requests:
Email: info@shopnordexa.com
Phone: +1 416-289-9758
Address: 3095 Woolwick Drive, Toronto, Ontario, Canada