POLICY ON EXCHANGES, RETURNS, RIGHT OF WITHDRAWAL, WARRANTY, AND PAYMENT REVERSAL

NORVA SELECT – Operated by GRUPO NORVA PRESTIGE SAS
Scope: Purchases made in Colombia (100% e-commerce)
Last updated: January 16, 2026

Single channel for requests: info@norvaselect.com
Return address (only with prior authorization): Carrera 7 # 30-00, Bogotá D.C., Colombia

1. Quick table: What applies to your case?

 

1. General rules (RMA required)
   For any request (exchange, return, warranty, withdrawal), you must first submit it by email to info@norvaselect.com with:

• Order number

• Buyer’s name and ID (when applicable)

• Product(s) and reason

• Photos and/or video (mandatory for damage/defect/wrong item)

• City, address, and phone number

We do not accept packages sent without prior authorization (RMA). If a package arrives without an RMA, it may be refused or returned to the sender (freight at the sender’s expense).

1. Critical window: 48 hours for errors, damage, or wrong product
   You must report within 48 hours following delivery if any of the following occurs:

• Wrong product / incorrect reference

• Missing items

• Damage attributable to transport (collapsed packaging, spills, dents, etc.)

Required evidence: photos of the packaging, label, product, and shipping document.
If Norva Select or the logistics provider is found responsible in connection with shipping, we will assume the logistics costs and prioritize replacement/exchange.

1. Commercial exchanges (1 exchange per order)

4.1 Conditions
Commercial exchanges are accepted up to 30 calendar days from delivery, provided that:

• Product is unused, unwashed, without odors, stains, or alterations

• Original tags/labels are attached

• Original packaging and all accessories are included (when applicable)

4.2 Limit and availability

• Maximum of 1 (one) exchange per order.

• Subject to stock availability. If the requested item is not available, we will offer alternatives (another product or store credit).

4.3 Shipping costs for exchanges
For exchanges due to preference (size/color/reference), the customer is responsible for:

• Shipping the product back to Norva Select

• Shipping of the new product

 

1. Commercial returns (30 days) → STORE CREDIT (no refund)

5.1 Conditions
Commercial returns apply up to 30 calendar days from delivery and require compliance with the conditions in section 4.1.

5.2 What do we provide?
If a commercial return is approved, Norva Select will issue Store Credit (Digital Voucher) for the amount actually paid for the returned product(s).
Store Credit rules (Voucher):

• Issued as a digital code or coupon.

• Not redeemable for cash (commercial benefit).

• Not transferable without authorization.

• May be used on the website until the balance is exhausted.

• Does not include shipping costs already provided (if you paid COP $18,000 for shipping, that service has already been performed).

• If your purchase had free shipping for exceeding COP $500,000, there is no shipping amount to refund.

This is a voluntary commercial policy. It does not affect your legal rights to withdrawal, warranty, or payment reversal when applicable.

1. Perfumes (men and women): reinforced conditions for hygiene and product integrity
   Due to their nature as personal-use products and for hygiene/safety reasons, perfumes are subject to strict rules:

6.1 Commercial exchanges/returns
They are only accepted if the perfume is:

• Unused

• With intact seal/shrink-wrap (when applicable)

• With original box in perfect condition (no tears, no removed labels)

We do not accept commercial returns of opened, unsealed, or tampered perfumes.

6.2 Legal withdrawal right
The right of withdrawal has legal exceptions and may not apply to certain goods, including personal-use items, according to Article 47 of Law 1480 and its interpretation.
Operationally, we treat opened perfumes as non-eligible for withdrawal due to hygiene and consumer safety.

1. Legal right of withdrawal (Law 1480/2011) — when applicable

7.1 Term
The consumer may exercise the right of withdrawal within five (5) business days from delivery.

7.2 Costs and return
The consumer must return the product in reasonable conditions for delivery.
Transport and other return costs are borne by the consumer, in line with the rules governing withdrawal.

7.3 Money refund (e-commerce)
In e-commerce, the money refund due to withdrawal may not exceed fifteen (15) calendar days from the date on which the consumer exercised this right and fulfilled their obligations (correct information + return of the product).

1. Warranty (quality and fitness defects)

8.1 Legal warranty
The legal warranty is governed by the Consumer Protection Statute. The term will be the one announced by the producer/supplier; if no term is specified, a one-year warranty may apply for new products.

8.2 Operational warranty announced by Norva Select (30 days)
Norva Select announces a general operational term of 30 calendar days from delivery to evaluate and manage manufacturing defects in the categories we sell, unless a law, authority, or product sheet establishes a different term (in which case the applicable term prevails).

8.3 Not covered (operational criteria)
The following are not considered manufacturing defects:

• Damage caused by misuse, handling, exposure to chemicals, humidity, heat, or impacts

• Washing/usage contrary to instructions

• Third-party interventions or alterations

 

1. Reverse logistics (return/exchange) with mandatory INSURANCE
   To protect your goods and mitigate loss risk, every return/exchange sent by the customer must comply with:

• Shipment via Coordinadora or Inter Rapidísimo (recommended)

• Mandatory insurance for the declared commercial value of the product

• Secure packaging (rigid box), legible label, and complete information

• Shipment within the time frame indicated in the RMA authorization

Transport risk in returns: if the customer sends the package, the risk during return shipment is handled according to the tracking, insurance, and conditions of the carrier. Without declared insurance, the customer assumes a greater financial risk in the event of loss.
If the case arises from an error by Norva Select (wrong item/damaged), we may issue a return label and assume logistics, subject to validation.

1. Internal response times (SLA)

• Request acknowledgment: 1–2 business days

• Evaluation after physical receipt: 2–5 business days

• Issuance of store credit (commercial return): within 3–7 business days after approval

• Withdrawal (refund): up to 15 calendar days, subject to compliance with requirements

 

1. Promotions, discounts, and “Final Sale”
   Products visibly marked as on promotion/discount may be subject to special conditions for commercial exchanges/returns, which will be communicated on the product page and/or at checkout.
   Nonetheless, the legal warranty remains in force when applicable.
   “Final Sale” means no commercial exchanges/returns for preference, but it does not waive applicable legal rights.

2. Payment reversal (electronic payments) — formal route
   If you paid electronically and there is a valid cause (fraud/unauthorized transaction/not received/does not match/defective), payment reversal requires:

• Filing a claim with the provider and the issuer within 5 business days from the moment you became aware of the event, and complying with legal requirements.

1. Single point of contact
   info@norvaselect.com

Any request submitted through channels other than the official ones may delay or hinder traceability.