Refund policy
1) Eligibility and timeframe
Any purchase made on our online store can be returned for a refund within 30 days from the date it was shipped.
Conditions for a full refund:
- Unused product, sealed packaging
- In new condition, with all parts and accessories included
2) Obtaining a return authorization number (RMA)
Before sending anything, write to support@nowa360.com to obtain an RMA number.
Provide: order number, name, product model and quantity to be returned, reason
for the return.
A return form and an RMA number will be sent to you within 48 hours.
3) Shipping your return
Pack the products securely and include the RMA form inside the box.
Clearly indicate the RMA number on the package.
All returns must be shipped prepaid. We do not accept collect-on-delivery (COD)
or “freight collect” shipments.
Return address:
NOWA inc.
8467, av. Albert-Louis-Van Houtte
Montréal QC H1Z 4J2 CANADA
4) Inspection and refund
We will process your return upon receipt after inspection. Processing a refund may take up to 20 business days after the item has been received and successfully inspected.
If the packaging has been opened or if the product has been installed or used,
a 25% restocking fee will be deducted from the refund.
Original shipping fees and any import duties or taxes, if applicable, are not refundable.
Missing parts (accessories, cables, sensors, etc.) may result in additional deductions.
5) Refused deliveries
If a shipment is refused without valid reason, the shipping costs incurred for the original delivery will be deducted from the refund amount.
6) Potentially defective products
Contact support@nowa360.com for a technical assessment, providing the model number and a description of the issue.
If the product is deemed defective and under warranty, we will issue an RMA number
and provide return instructions.
After verification of the defect, a replacement unit will be shipped at no cost.
For urgent situations, an advanced replacement may be offered (a temporary
deposit may be required).
7) Purchases from third-party retailers
In-store purchases must be returned to the original retailer, unless a defective product
is under warranty (in that case, open a case with NOWA for a replacement).
Any purchase sold by a third party through an e-commerce platform must be
returned to the third-party seller (except for defective products under warranty through NOWA).
8) Exclusions
Not eligible: products damaged by misuse, modified, severely damaged, without a serial number, or without an RMA number. Software licenses and services are non-refundable once activated.
Note for US customers: Should new measures come into effect, any resulting charges will be billed to the buyer. These charges are beyond our control.