At Norhage, we are committed to ensuring a transparent, fair, and seamless purchasing experience. Below you will find detailed information regarding our return protocols, cancellation conditions, and refund procedures, all established in strict alignment with German and European consumer protection laws.
1. Return Protocols & Cancellation Conditions
Statutory Right of Withdrawal: Pursuant to EU and German distance selling regulations, consumers retain the right to cancel their purchase agreement within 14 calendar days from the date of physical delivery. To qualify for a standard return, items must be in their original, uninstalled condition and stored securely within their original structural packaging.
Item Condition & Specific Exemptions: Returned merchandise must be entirely unused, free from operational wear, and complete with all original parts, structural hardware, and labels. Please note that bespoke or custom-fabricated products built to customer specifications—including custom-cut polycarbonate sheets, custom profile segments, and custom architectural glass elements—are explicitly excluded from the right of withdrawal and cannot be returned unless a material manufacturing defect is independently verified.
Return Logistics Costs: The Buyer is solely responsible for organizing and paying all direct shipping and freight costs associated with returning the merchandise to our designated fulfillment facilities.
2. Refund Frameworks
Processing Timelines: Once your return parcel arrives at our logistics hub and passes quality inspection, your refund will be fully processed within 14 calendar days. The corresponding balance will be automatically credited back using the exact original payment method selected during your initial checkout transaction.
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