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PAYMENT ON DELIVERY (COD) POLICY – COLOMBIA


NORVA SELECT / GRUPO NORVA PRESTIGE SAS
Last updated: January 16, 2026

  1. Scope


  2. This policy governs the cash on delivery service (“COD”) for purchases made exclusively in Colombia through:

  • Website: norvaselect.com

  • WhatsApp channel (assisted sales)

COD is an optional payment method, subject to internal security validations and to the operational availability of partner carriers.

  1. What is cash on delivery (COD)?
    Cash on delivery is a payment method in which the buyer pays at the time of receiving the shipment, through the collection managed by the carrier.
    This model is common in Colombia for e-commerce and sales through digital channels.

  2. Authorized carriers
    Norva Select ships COD orders through:

  • Coordinadora

  • Inter Rapidísimo

The final assignment of the carrier depends on coverage, route, capacity, and operational validation.

  1. COD coverage and eligibility
    COD is available only for:

  • Main cities in Colombia (according to the carrier’s actual coverage and internal validation).

  • Orders with a maximum total amount to be collected of COP $750,000 (including products + shipping + COD fee).

  • Orders with complete and verifiable information (full name, ID/NIT when applicable, mobile number, exact address, neighborhood, references when applicable).

Norva Select may reject, limit, or request prepayment for COD orders when there are objective signs of risk (e.g., history of non-receipt, inconsistencies, high probability of return, fraud patterns).

  1. COD service fees

  • COD order placed through the website: COP $15,000

  • COD order placed through WhatsApp: COP $25,000

Nature of the fee: it corresponds to management costs, operational risk, and handling of the collection.
Important: the COD fee is added to the total amount to be paid upon delivery.

  1. Accepted payment method upon delivery
    For Norva Select’s COD service, payment is made only in cash at the time of delivery.
    If the customer wishes to pay online, they must request a change to the prepayment modality (see section 9).

  2. Mandatory order confirmation (anti-fraud)
    Once the customer requests a COD order, Norva Select will send a confirmation message (via WhatsApp and/or email) so that the customer can:

  • Confirm that the information is correct, or

  • Request correction, or

  • Reject/cancel if they do not wish to receive the order.

If the customer does not respond within 48 hours, the COD order will be automatically canceled as part of anti-fraud control and logistical efficiency.

  1. Delivery, external verification, and opening of the package

8.1 External verification before payment
The customer must verify, before paying, that the delivery corresponds to their purchase based on:

  • Recipient’s name

  • Sender (Norva Select)

  • Tracking number

  • Amount to be collected

  • Assigned carrier

Inter Rapidísimo recommends validating that “it is your purchase” and, if it is not, not making the payment.

8.2 Opening the package before payment is not allowed
For operational security and prevention of claims/fraud in COD shipments, opening the package before making the payment is not allowed.
This is a common rule in cash-on-delivery / cash-on-collection shipments.
Once the order has been paid and received, any issue (damage, missing items, error) is handled through support channels under the Policy for Exchanges, Warranties, and Returns.

  1. Change from COD to prepayment
    The customer may change their order from COD to prepayment at any time before dispatch by notifying through:

  • WhatsApp (sales channel), or

  • Email: info@norvaselect.com

Note: There is no extra charge for changing to prepayment. However, if the order has already been dispatched, the change may not be possible.

  1. Delivery attempts, availability, and reception desk

10.1 Delivery attempts
Carriers usually make multiple delivery attempts before returning the package. In businesses that operate with Coordinadora, up to three (3) attempts are reported; this may vary according to route/city and operational conditions.

10.2 Delivery at reception desk / receipt by third parties
The customer authorizes that the order may be received at the building’s reception desk or by a third party, under the following rules:

  • If the shipment is free or prepaid, the reception desk may receive it without any problem.

  • If the shipment is COD, the customer must coordinate with the reception desk to leave the exact amount in cash and ensure availability.

Norva Select is not responsible for delays, refusals, or coordination failures between the customer and the reception desk/third parties.

  1. Non-receipt, refusal, and consequences of COD

11.1 If the customer does not receive the order (without valid justification)
If the order is returned due to reasons such as: no answer, no one available to receive, refused, insufficient address, addressee does not live there, or similar:

  • The order may be canceled.

  • The customer will lose access to the COD method for future purchases (service restriction as a risk-control measure).

  • Norva Select may require prepayment for future purchases.

11.2 If the customer refuses due to actual inconsistencies
If the customer proves that the package does not correspond to their purchase (e.g., amount, recipient, sender), they may refuse to pay and report immediately to info@norvaselect.com with evidence (photo of the label and visible data).
This is consistent with the prior verification recommendation of the collection service.

  1. Packaging, security, and traceability
    All orders are shipped sealed and packed to reduce the risk of tampering and to protect the product.
    In the event of a logistical incident, Norva Select may conduct tracking and management with the carrier in accordance with the procedures in place.

  2. Limitations and reservation of rights
    Norva Select reserves the right to:

  • Suspend or limit COD during peak-demand seasons, in high-risk areas, or due to fraud-related causes.

  • Cancel COD orders when it is not possible to validate identity/data or when reasonable signs of risk exist.

  • Block IP, email, phone number, and/or address associated with COD abuse patterns.

  1. Official customer service channels
    Email: info@norvaselect.com

Any request related to COD must be submitted through official channels for control and traceability.