Return and refund policy
Date last updated: 05/01/2026 | Effective date: 05/01/2026
Preamble
At NOWA inc. (hereinafter “NOWA”, “we” or “our”), we are committed to offering a transparent and fair purchasing experience. This return policy (the “Policy”) describes the conditions under which you may return a product purchased directly from NOWA, as well as the options available to you in the event of a defect or dispute.
This Policy applies to all purchases made directly from NOWA, whether through our online store nowa360.com, by telephone or through any other direct channel. For purchases made from a third-party retailer or a partner installer, please refer to section 10 below.
Your rights under this Policy are in addition to the rights you hold under applicable laws, including, for Québec consumers, the Consumer Protection Act and the Civil Code of Québec. This Policy in no way limits your legal rights.
1. Definitions
“Purchaser” means the person, whether natural or legal, who has purchased a product from NOWA.
“Consumer” means a natural person who acquires a product for personal, family or household purposes.
“Professional Purchaser” means any other Purchaser, in particular installers, resellers, businesses and institutions that have signed a partnership agreement with NOWA.
“Product” means any tangible good sold by NOWA, including in particular the NOWA 4S and 4Se panels, motorized valves, wireless detectors and their accessories.
“PRESENCE Service” means the recurring subscription service for remote monitoring and management offered by NOWA.
“RMA” (Return Merchandise Authorization) means the return merchandise authorization number issued by NOWA, required for any return.
2. Your rights depending on the context
Three distinct situations may give rise to a return:
2.1 Return for dissatisfaction or change of mind
You may return a Product within thirty (30) days following the shipping date to obtain a refund, subject to the conditions set out in section 3 below. This timeframe and these conditions are set by NOWA and constitute a commercial policy.
2.2 Return for a defect under the commercial warranty
If your Product has a defect covered by NOWA’s commercial warranty, you may request its replacement or repair without being limited by the thirty (30) day period mentioned above and without restocking fees. See section 6 for the applicable procedure.
2.3 Return for a defect under the legal warranty
Independently of the commercial warranty and of this Policy, you benefit from legal protections depending on your jurisdiction of residence:
QUEBEC CONSUMERS
In Québec, under the Civil Code and the Consumer Protection Act, you benefit from an automatic and inalienable legal warranty against latent defects and for the proper functioning of the Product. This warranty applies for a reasonable period of use and may be longer than NOWA’s commercial warranty. To exercise these rights, contact our customer service. In the event of disagreement, you may contact the Office de la protection du consommateur du Québec.
OTHER CANADIAN PROVINCES
If you reside elsewhere in Canada, you benefit from similar protections under your province’s consumer protection laws (Consumer Protection Act or equivalent). Consult your province’s consumer protection agency to learn about your specific rights.
UNITED STATES CONSUMERS
If you are a consumer residing in the United States, the Magnuson-Moss Warranty Act applies to written warranties. Your specific rights may also vary depending on the laws of your state. The Federal Trade Commission is the federal authority for consumer protection. To exercise these rights, contact our customer service.
EUROPEAN UNION CONSUMERS
If you are a consumer residing in the European Union, you benefit from a fourteen (14) calendar-day right of withdrawal for distance purchases, without having to justify your decision (Directive 2011/83/EU). You also benefit from a minimum two (2) year conformity warranty under Directive 1999/44/EC. To exercise these rights, contact our customer service.
3. Conditions for returns due to dissatisfaction
3.1 Timeframe
The return must be initiated within thirty (30) days following the shipping date of the Product. To initiate a return, you must contact NOWA to obtain an RMA number (see section 4).
3.2 Condition of the Product
The Product must be returned in a condition that allows it to be returned to stock:
- All original packaging, accessories, manuals and parts must be included
- The Product must not have been modified, altered or damaged
- The Product’s serial number must be visible and intact
3.3 Restocking fees
Depending on the condition in which the Product is returned, restocking fees may apply:
| Condition of the Product | Restocking fee |
|---|---|
| Unused Product, original sealed packaging | 15% of the Product value |
| Product opened but not installed or used | 20% of the Product value |
| Installed or used Product | 25% of the Product value |
| Product with missing accessories | Additional deductions based on the value of the missing accessories |
| Defect under warranty | No fee |
EXCEPTION: EU CONSUMERS EXERCISING THEIR RIGHT OF WITHDRAWAL
If you are a consumer residing in the European Union and you exercise your right of withdrawal within fourteen (14) days, you will be fully refunded. However, in accordance with the applicable directive, NOWA may deduct an amount corresponding to the depreciation of the Product in the event of handling other than that necessary to establish the nature, characteristics and proper functioning of the Product.
3.4 Non-refundable charges
The following charges are not refunded in the event of a return due to dissatisfaction:
- Initial shipping charges for the Product to you
- Return shipping charges to NOWA (at your expense, prepaid)
- Customs duties, import taxes and other charges imposed on importation
4. Return procedure (RMA)
4.1 Obtain an RMA number
Before any shipment, you must obtain an RMA number by contacting our customer service. To do so:
- Write to support@nowa360.com or call 1-877-287-7777
- Indicate your order number, your name, the model and quantity to be returned, as well as the reason for the return
A return form and an RMA number will be sent to you within 48 business hours of your request. The RMA number is valid for a period of fourteen (14) days from the date of issuance.
4.2 Shipping the return
To ship your return:
- Pack the Product securely in its original packaging if possible
- Include the duly completed RMA form inside the package
- Clearly indicate the RMA number on the outside of the package
- Ship the package prepaid (no “collect” / “freight due” packages are accepted)
- Keep your proof of shipment until receipt is confirmed
Return address:
NOWA inc.
Returns Department (RMA # ________ )
8467, avenue Albert-Louis-Van Houtte
Montréal (Québec) H1Z 4J2 Canada
5. Inspection and refund
5.1 Inspection
Upon receipt of your return, NOWA carries out an inspection within five (5) business days. This inspection makes it possible to:
- Verify that it matches the RMA form
- Assess the condition of the Product and its accessories
- Confirm the applicable refund amount in accordance with section 3.3
5.2 Communication of results
Following the inspection, NOWA will notify you by email of:
- Confirmation that the return is compliant
- The exact amount that will be refunded after applying any fees
- The expected refund timeframe
5.3 Refund timeframes
NOWA undertakes to issue the refund within the following timeframes after confirming acceptance of the return:
- For credit card payments: within ten (10) business days
- For other payment methods: within fifteen (15) business days
QUEBEC CONSUMERS
In accordance with the Consumer Protection Act, in the event of the cancellation of a distance contract, the full refund will be issued within fifteen (15) days following the cancellation.
EUROPEAN UNION CONSUMERS
In accordance with Directive 2011/83/EU, if you exercise your right of withdrawal, the refund will be issued within fourteen (14) days following receipt of your withdrawal declaration. NOWA may withhold the refund until the Product is received or until you provide proof of shipment, whichever occurs first.
6. Procedure for a defect under the commercial warranty
6.1 Conditions of application
If you believe that your Product has a defect covered by NOWA’s commercial warranty, contact our technical service without applying the standard return procedure. A dedicated procedure applies to defects:
- No thirty (30) day limit to report the defect (the applicable warranty applies)
- No restocking fee
- Free replacement or repair in accordance with the terms of the warranty
6.2 Technical diagnosis
Contact support@nowa360.com indicating:
- The model number and serial number of the Product
- A detailed description of the observed issue
- The conditions of use of the Product (installation date, environment)
- Any relevant documentation (photos, videos, installation reports)
6.3 Decision and follow-up
Our technical team carries out a remote diagnosis within a reasonable timeframe. If the device is found to be defective and under warranty:
- An RMA number and return instructions will be sent to you
- After physical verification of the defect, a replacement Product will be shipped free of charge
- For emergency situations (for example, an active leak), an advance replacement may be offered, subject to a temporary deposit refundable upon receipt of the defective Product
6.4 Legal warranty (reminder)
Beyond the commercial warranty described here, Québec consumers benefit from the legal warranty of the Civil Code and the Consumer Protection Act, which may apply for a longer period. Do not hesitate to contact us with any question concerning the application of these warranties.
7. PRESENCE Service: post-installation cancellation
7.1 Cancellation of the PRESENCE subscription
You may cancel your subscription to the PRESENCE Service at any time. The cancellation takes effect at the end of the current billing period, without a prorated refund for the unused portion, unless otherwise provided under the law applicable in your jurisdiction.
7.2 Retention of the equipment
When you cancel your PRESENCE subscription, the installed equipment (panel, valves, detectors) remains your property. However, certain features of the equipment may be limited or deactivated in the absence of an active subscription, in particular notifications, the management portal and technical support.
7.3 Reactivation
You may reactivate your PRESENCE subscription at any time by contacting NOWA. The applicable pricing conditions will be those in effect at the time of reactivation.
8. Refused delivery
If a delivery is intended for you and you refuse it without valid reason:
- The package is returned to NOWA at the costs incurred
- Round-trip shipping costs are deducted from the amount that would be refunded to you
- The applicable restocking fees under section 3.3 also apply
A valid reason for refusal includes, in particular, a visibly damaged package, a delivery error, or any case where the visible contents do not match your order.
9. Exclusions
The following returns are not eligible for a refund:
- Products damaged by misuse, negligence, accident or unauthorized modification
- Products with no serial number or whose number has been altered
- Products returned without a valid RMA number
- Products returned beyond the thirty (30) day period following shipment (subject to defects under warranty)
- Activated software licences and services
- Custom or personalized Products made to the Customer’s specifications
- Products considered “final sale” at the time of purchase (clearly identified on the order)
IMPORTANT
The exclusions above apply to NOWA’s commercial policy. They do not limit your rights under applicable legal warranties (in particular in Quebec, the legal warranty against latent defects under articles 1726 et seq. of the Civil Code of Quebec). In the event of a defect falling outside the commercial policy, contact us to assess the available options.
10. Purchases from a third-party retailer or partner
10.1 Third-party retailers (physical stores)
Purchases made in a physical store of a third-party retailer must be returned directly to that retailer, in accordance with the applicable return policy. NOWA is not responsible for commercial returns managed by its retailers.
Exception: if the Product has a defect covered by NOWA’s commercial warranty, you may contact us directly to open a warranty file (see section 6).
10.2 Third-party e-commerce platforms
Products purchased on e-commerce platforms such as Shopify must be returned directly to NOWA. For defects under warranty, the procedure in section 6 applies.
10.3 Purchases through a NOWA installer or reseller
For Products purchased through a certified installer or a NOWA partner reseller, commercial returns are governed by the return policy of that installer or reseller. The NOWA commercial warranty also applies according to its own terms.
11. Professional purchasers (B2B)
For Professional Purchasers who have signed an installer or reseller agreement with NOWA, the return conditions are governed by the applicable agreement, which prevails over this Policy unless otherwise provided. In particular, the buy-back of inventory at the end of the agreement is governed by the specific terms of the installer or reseller agreement in effect.
12. Recourse and contact details
12.1 Contacting NOWA
For any question, return request or claim, you may contact our customer service:
- By email: support@nowa360.com
- By telephone: 1-877-287-7777 (toll-free in North America)
- By mail: NOWA inc., 8467, Albert-Louis-Van Houtte avenue, Montreal (Quebec) H1Z 4J2 Canada
12.2 Recourse with the authorities
If you are not satisfied with NOWA’s response, you may contact the competent authority in your jurisdiction:
- Quebec: Office de la protection du consommateur
- Other Canadian provinces: provincial consumer protection agency
- United States: Federal Trade Commission and your state authority
- European Union: national supervisory authority or the online dispute resolution platform
13. Changes to this Policy
NOWA may amend this Policy to reflect changes in its commercial practices, its products, or applicable legal requirements. The conditions applicable to your purchase are those in effect at the time of the order. The most recent version of the Policy is always available on nowa360.com.
14. Governing law
This Policy is governed by the laws of the Province of Québec and the applicable federal laws of Canada. Any dispute relating to its interpretation or application falls under the jurisdiction of the courts of the judicial district of Montréal, subject to the rights you may avail yourself of in your jurisdiction of residence.