Refund Policy

If you are not satisfied with a product, Norralco will gladly exchange or refund your purchase (not including shipping, handling, and restocking) within 30 days of the sale date. All of our products have a lifetime warranty and if they are damaged or defective due to workmanship, we will replace or repair it based on manufacturer procedures. Returns include a 20% restocking fee, are subject to inspection, and do not include shipping costs. For merchandise verified to be defective or damaged, we will reimburse the original shipping expense on the product that is returned or exchanged and do not charge a restocking fee.

This policy excludes all sterile goods. Once a sterile good has left our possession, the condition, storage and treatment of the good is unknown. Therefore, we must consider such goods jeopardized and are unable to accept their return.

Custom and Special-Order Items

Orders which require customization or special orders for items which are not normally in-stock are considered final when the order is placed. Due to the nature of these orders, changes, cancellation, or return of these items may not be possible on most cases. Please consult with us for details. Cancellation or return of custom or special-order items, when possible, will be subject to a 40% restocking fee.

Qualification for a Return 

To qualify for a refund each item must be returned in its original condition or be unused. This includes including the original packaging and containers, documentation, and all parts and accessories. Do not mark or deface original manufacturer containers in any manner. We will not accept returns if the item has been used and is determined by us not to be defective. Any merchandise that is altered will either not be accepted or will incur additional fees.

Return Process 

After we are informed of a return request, we will provide a return label to the customer. The customer then has until 30 days from the original date of delivery to tender the items to the shipping courier, ensuring that the label has been scanned by the courier within this timeframe. After we receive the items, please allow 5 business days for us to inspect the items and issue a refund or exchange. All refunds typically appear within 5 business days after we release the funds, however the time required  for the funds to appear into the account or card depend on the bank or card issuer. Norralco is not responsible for any delay in the funds appearing in the card or account once we have released them, and we would recommend the customer reach out to their card issuer or bank to resolve any delay.