Return and Refund Policy

Last updated: July 11, 2026

This Return and Refund Policy applies to purchases made through www.northvalecanada.com. Northvale is operated by DMD Management B.V..

1. Return period

You may request a return within 30 calendar days from the delivery date of your order.

Returned items must be unused, unworn, unwashed, undamaged and in their original condition. All original tags, labels, accessories and packaging must be intact.

2. How to request a return

Before sending anything back, you must contact customer support at service@northvalecanada.com. Do not send items without prior approval.

To request a return, include:

• your order number;
• the item you want to return;
• the reason for the return;
• photos where relevant.

If your return request is approved, we will provide the correct return instructions and return address. The return address is provided only after approval by customer support.

Returns sent without prior approval, or sent to the wrong address, may not be processed or refunded.

3. Return costs

Change-of-mind returns: the customer is responsible for return shipping costs.

Damaged, defective or incorrect items: Northvale will cover the appropriate replacement, refund or return handling costs where the issue is confirmed.

We recommend using a tracked shipping method for customer-paid returns. Northvale is not responsible for items lost or damaged during return transit when the return is a change-of-mind return arranged by the customer.

4. Non-returnable items

The following items cannot be returned for change-of-mind reasons:

• sale items;
• items marked as Final Sale;
• gift cards;
• earrings;
• jewelry or accessories where hygiene packaging has been opened or the item has been worn;
• underwear;
• swimwear where the hygiene seal or protective liner has been removed;
• beauty, grooming or personal-care items where applicable;
• items that have been used, washed, altered, damaged or returned without original tags and packaging.

This does not limit your rights if an item is damaged, defective or incorrect.

5. Damaged, defective or incorrect items

If you receive an item that is damaged, defective or different from what you ordered, contact us at service@northvalecanada.com as soon as possible and include:

• your order number;
• a clear photo of the item;
• a clear photo of the packaging;
• a short description of the issue.

If the issue is confirmed, we will offer a fair solution, which may include a replacement, refund or other suitable resolution at no additional cost to you.

6. Exchanges

We do not offer direct exchanges.

If you need another size, colour or item, please request a return for the original item and place a new order separately. This keeps stock availability and payment processing clear.

7. Refunds

Once your approved return has been received and inspected, we will notify you by email whether the refund has been approved.

If approved, the refund will be processed to the original payment method within 7 business days. Your bank, card issuer or payment provider may require additional time to post the refund to your account.

Refunds cover the returned item price. Original shipping fees, if any, and customer-paid return shipping costs for change-of-mind returns are not refundable unless required by applicable law or unless the return is due to our error.

8. Cancellation policy

If you want to cancel an order, contact us at service@northvalecanada.com within 24 hours of placing the order.

We will try to help, but we cannot guarantee cancellation if the order has already been processed, packed or dispatched. If cancellation is no longer possible, you may request a return after receiving the order, subject to this policy.

9. Contact

Email: service@northvalecanada.com
Support hours: Monday to Friday, 9:00 AM - 5:00 PM Eastern Time
Return address: provided after approval by customer support.