Refund policy
RETURN AND REFUND POLICY
Last updated: 23 September 2026
We want you to be happy with your purchase. This policy explains exactly how returns and refunds work at Nordvia, and it applies to every order placed on trynordvia.com.
THE 60-DAY GUARANTEE
You have 60 days from the date your order is delivered to request a return. If the product is not right for you, you may return it — including partially used bottles — and we will refund the purchase price of the returned items once we receive them.
HOW TO START A RETURN
Email support@trynordvia.com with your order number and the reason for the return. We will reply with a Return Merchandise Authorisation (RMA) number and the return address.
Do not ship anything back before you have an RMA number. Returns sent without one cannot be identified on arrival and cannot be refunded.
RETURN SHIPPING
Return shipping is arranged and paid for by the customer. We do not provide prepaid labels or return shipping credits.
Returns must be sent with a tracked service. You are responsible for the parcel until it reaches us — if a return is lost or cannot be traced, we cannot issue a refund for it, so please keep your tracking number.
Returns are sent to our fulfilment facility:
56JP+4FH, Ju Long Da Dao, Bai Yun Qu
Guang Zhou Shi, Guang Dong Sheng
China, 510435
Please write your RMA number clearly on the outside of the parcel.
WHEN YOUR REFUND IS ISSUED
Refunds are issued after the returned items arrive at our facility and have been checked against your RMA. We will email you when that happens.
Once approved, the refund is sent back to your original payment method. Your bank or card issuer then controls how quickly it appears on your statement — this is usually 5 to 10 business days and is outside our control.
We refund the price paid for the returned items. Original shipping charges and return postage are not refunded.
WE DO NOT ISSUE REFUNDS BEFORE GOODS ARE RETURNED
We cannot refund an order that has not been returned to us. This includes orders that have shipped but not yet arrived, and orders where a customer changes their mind after purchase.
If you no longer want an order that has already been dispatched, wait for it to arrive and then start a return under the process above.
CANCELLING BEFORE DISPATCH
Orders are prepared for dispatch quickly. If you email support@trynordvia.com before your order has been dispatched, we will cancel it and refund you in full. Once an order has been dispatched we cannot recall it, and the return process applies.
DAMAGED, INCORRECT OR MISSING ITEMS
If your order arrives damaged, incorrect, or with items missing, email support@trynordvia.com within 14 days of delivery with your order number and photographs of the product and the packaging.
We will replace the item or refund it at our discretion, and you will not be asked to pay any return shipping. This is separate from the 60-day guarantee above and is not subject to the RMA return process.
FREE GIFTS AND BUNDLE ITEMS
Where an order included free gifts or bonus items unlocked by a bundle, those items must be returned with the bundle for a full refund. If they are not returned, their stated value will be deducted from the refund.
If you return part of a multi-bottle bundle, the refund is calculated at the single-bottle price for the bottles you keep, not the discounted bundle rate.
ITEMS WE CANNOT ACCEPT BACK
- Returns requested more than 60 days after delivery
- Returns sent without an RMA number
- Items that are not Nordvia products
BEFORE YOU CONTACT YOUR BANK
If something has gone wrong with your order, email support@trynordvia.com first. We answer every email and we can almost always resolve things faster than a bank dispute, which typically takes 45 to 90 days.
Opening a dispute without contacting us does not get you a faster outcome, and it prevents us from helping you directly. We keep full records of every order, including tracking and delivery confirmation, and we provide them to card issuers when disputes are raised.
CONTACT
Nordvia
support@trynordvia.com