Refund policy
Return Policy
This return policy has been developed based on current legislation and may be updated without prior notice.
Conditions for Returns
You have the right to return any purchase within a maximum period of 30 days from the date of product delivery, in compliance with the rules stipulated in Article 4, combined with Article 2, paragraph c) of Decree-Law No. 70/2007 of March 26, amended and republished by Decree-Law No. 109/2019 of August 14.
You can return any product within 30 days from the date of receiving the order, in compliance with the rules stipulated in Article 4, combined with Article 2, paragraph c) of Decree-Law No. 70/2007 of March 26, amended and republished by Decree-Law No. 109/2019 of August 14.
For a purchase to be eligible for return, the purchased items must be in the same condition as they were delivered. It will also be necessary for them to be returned in the original packaging and without signs of improper use or mishandling.
There are some situations in which returns are not accepted, such as:
- If you have opened a sealed package, damaged the product, or do not have the original box of the item;
- If the purchased goods have been made according to consumer specifications or personalized.
If upon receiving your order you are not satisfied, you have a period of 2 (two) days from the date of receipt to exercise your right of exchange. When requesting an exchange or return, you will be duly informed of how to proceed. Do not send us your product for exchange or return without prior contact (via email) as it will be refused and returned to the sender. The customer must bear all costs involved in the exchange.
Refund
The refund of the product(s) value, as well as delivery costs, will be made in full within 14 days from the date we are informed of the decision to freely resolve.
Norm is not obliged to refund additional return costs as a collection method for the product(s) that is different and more burdensome than the one presented by us. If the collection of the product(s) at the customer's location is requested by Norm, the refund process will be initiated after the proper receipt of the product(s). The customer will be notified by email regarding this process.
The refund will be made through the same payment method used by the customer in the initial payment, except in cases of express agreement and where the customer does not incur any costs as a result of the refund.
If you do not receive the refund within the indicated period, please check your bank account again. If you still do not confirm the deposit of the amount, also contact your bank manager. If you still have no feedback, contact the bank. After these steps, you can contact us by phone.
Exchanges
An exchange of items is only accepted when the order is defective, incomplete, incorrect, or damaged due to the act of delivery. If you wish to exchange an item, you must contact us by email.
Shipping Costs
The shipping costs initially paid will be included in the refund amount, as provided for in the legislation in force in Decree-Law No. 24/2014.
If the customer wishes a collection method different from that defined by Norm, the customer will be responsible for paying the additional shipping costs related to the return of the product to the store, whether for return or exchange purposes.
We cannot guarantee that the items are returned or arrive in conditions identical to those at the time they are sent.
International Returns
In the case of an order delivered abroad, the return process is based on the above-mentioned conditions.