Refund policy

We want you to be genuinely happy with what you bought. If you're not, here's exactly how returns work — no vague language, no surprises.

Your 60-day return window

You have 60 days from the date your order is delivered to request a return. We ask that you actually use the product during that time — these devices are meant to be used consistently, and most people form a view within a few weeks.

Requests made after 60 days can't be accepted, except where a warranty claim applies (see our Warranty page) or where provincial consumer protection law says otherwise.

Condition requirements

To be eligible for a refund, the item must be:

In the same condition you received it. Normal use is fine; we expect you to have used it.
In its original packaging, including all inserts, cables, controllers and accessories
Securely repackaged so it survives the return journey

Items returned without their original packaging, missing accessories, or damaged in transit because of poor packing may be refused or refunded in part.

Add-ons and free gifts

Some devices are discounted, or included free, when bought with a mat or bag. If you return the mat or bag, please return the discounted or free item with it. If you'd rather keep it, we'll deduct the difference from your refund: the full price of a free item, or the discount you received on a discounted add-on.

How to start a return

Message us on WhatsApp or email support@norventi.com within your 60-day window with:

Your order number
The reason for the return
Clear photos of the item and its original packaging

For damage or fault claims we may ask for a short video, which helps us sort it out faster and usually without a return at all.

We reply within one business day. All returns must be approved by us before you ship anything. Once approved, we'll email you a prepaid, insured label addressed to our Calgary, Alberta return address.

What each situation costs

Note: For returns requested in the first 44 days after delivery, return shipping is paid by you. We'll still issue an insured, prepaid return label, and deduct the shipping cost from your refund: $100 for a mat or bag, $50 for a panel or the handheld. Returns requested between day 45 and day 60 ship back free.

Why: red light therapy takes consistent daily use, and most people need several weeks to judge whether it's right for them. We'd rather you give it a fair try, so we cover return shipping once you have.

Situation	Who pays return shipping	Outcome
Return requested on day 45–60	Norventi	Full refund of the product price
Faulty or defective on arrival	Norventi	Replacement or full refund, your choice
Damaged in transit	Norventi	Replacement or full refund, your choice
Wrong product sent	Norventi	Correct item shipped, or full refund
Never arrived	Norventi	Replacement or full refund after a courier trace
Exchange for a different device	You	Price difference charged or refunded
Cancellation before dispatch	N/A	Full refund, no charge
Returned without original packaging or accessories	You	May be refused or partially refunded
Damage from misuse, modification or ignoring the instructions	—	Not eligible

Damaged, faulty or wrong items

Tell us within 7 days of delivery if your order arrives damaged, faulty, or is the wrong item. Photograph it before use and email us — we'll cover return shipping and send a replacement or refund, whichever you prefer.

We'll still look at claims made after 7 days, but the more time passes the harder it is to establish whether a problem was there on arrival. This doesn't affect your rights under Canadian or provincial consumer protection law.

We may decline a claim where damage appears to result from misuse, modification, or failure to follow the instructions, and we may ask for the item back for inspection.

Orders that never arrive

If your tracking hasn't updated in 7 business days, or your order hasn't arrived within 15 business days of shipping, email us. We'll open a trace with the courier and either replace the order or refund it in full. You don't pay anything in this situation.

Cancelling an order

Email us as soon as possible. If your order hasn't been dispatched we'll cancel it and refund you in full, same day. Once it's with the courier we can't recall it, so it becomes a standard return.

Incorrect addresses

We ship to the address exactly as entered at checkout, so please check it before ordering. If a parcel is returned to us because of an incomplete or incorrect address, we'll refund the product price but not the reshipment cost. If it's lost for the same reason we can't refund or replace it.

How and when you get your money

Once we've received and inspected your return we'll email you to confirm. Approved refunds go back to your original payment method — we don't issue store credit unless you ask for it — and are processed within 3 business days of the item arriving. Your bank typically takes a further 5–10 business days to show it.

If it's been longer than that, check with your bank first, then email us and we'll chase it. Could take up to 21 days.