Return policy

Return Policy

Return Merchandise Authorization

We do not accept returns or exchanges without the authorization of one of our customer service agents. If you receive a defective or damaged item or if you wish to return an unused item, please contact us at pieces@norbec.com or 1 877 667-2321 # 232. Please have the Delivery Note available at the time of the claim. Only new parts can be returned.

Once we have received the Return Merchandise Request, we will send you an RMA (Return Merchandise Authorization) number. You must send us the merchandise in boxes identified with the RMA number. Only merchandise in the identified boxes will be credited. To ship the merchandise, please attach the confirmation of your order received by email. When we receive the returned product, we will examine it carefully and we will contact you within a reasonable period of time to validate your right to a refund or exchange. If you are entitled to a refund, we will refund the purchase price according to the original payment method. For an exchange, we will send you a new product. However, once the item is returned and inspected, if we determine that it is not defective or damaged, a 25% restocking fee may apply.

Items must then be sent to the following address. Please note that an RMA number must be issued beforehand.

Norbec Systems

97 de Vaudreuil Street

Boucherville, QC

J4B 1K7

NOTE 1: We allow a 60 day period to return a non-defective item.

NOTE 2: The product or part will be billed directly to your account. Your refund will be issued once all merchandise has been received and inspected. Any product modifications made after the return authorization will void the product warranty. No refund will be issued. Following the inspection of the merchandise, we reserve the right at any time to refuse any credit for the return of merchandise.

Shipping

Refunds and exchanges do not cover the shipping and handling charges shown on the packing slip or invoice. Shipping charges for all returns must be paid in advance, and you are also responsible for insurance costs. You are responsible for any loss or damage to equipment that occurs during shipping. We cannot guarantee receipt of the item you are returning. Shipping and handling charges are non-refundable. Refunds will not include shipping costs. Except for returns under warranty for defective products.

Exceptions

Some items are neither refundable nor exchangeable. Here they are:

Heating wires

Any custom-designed part (threshold, frame, door, etc.)

Weather stripping and custom cut items (sliding door (0306-00003), door sweeps (0306-00006), etc.).

Cut pushers

Custom Rail Extrusions

Custom mouldings and rails

Protection angle and custom-made angle

Ribbon (aluminum, double sided, etc.)