Refund policy
90-Day Return Policy
NOZORA products are covered by our 90-Day Return Policy from the date of delivery.
Return eligibility and refund terms depend on whether the return is related to a verified product quality issue or a non-quality-related reason. Please review the applicable terms below.
Quality-Related Issues
If your product develops a manufacturing defect or quality-related issue within 90 days of delivery, please contact us at system@trynozora.com.
Please provide your order number, a description of the issue, and clear photos or videos where appropriate. This information helps us verify the issue and determine the appropriate resolution.
Once the issue has been reviewed and confirmed as a manufacturing defect or quality-related problem, we may provide:
- A replacement product; or
- A refund of the eligible product purchase price.
Verified quality-related returns are not subject to the 15% restocking fee.
If a return of the defective product is required, we will provide the appropriate return instructions. Where applicable, NOZORA will cover reasonable return shipping costs for verified defective, damaged, or incorrect products.
Normal outdoor use during the 90-day period does not automatically make a product ineligible for a quality-related claim. However, damage caused by misuse, accidents, improper storage, unauthorized modification, excessive wear, or failure to follow product instructions is not considered a manufacturing defect.
Non-Quality-Related Returns
Returns for reasons unrelated to product quality, including change of mind, personal preference, ordering the wrong product, size, or model, are subject to review and approval.
To request a non-quality-related return, please contact us at system@trynozora.com within 90 days of delivery.
To be eligible, the product must generally be returned in good condition and include all original accessories, components, storage bags, manuals, tags, and packaging where applicable.
Products that show excessive outdoor use, significant dirt, stains, odors, damage, missing parts, modification, or excessive wear may be refused or may qualify for only a partial refund.
Approved non-quality-related returns are subject to a 15% restocking fee, which will be deducted from the eligible refund amount.
Customers are responsible for all return shipping costs for non-quality-related returns. NOZORA does not provide prepaid return shipping labels for returns made because of a change of mind, personal preference, incorrect selection, or other customer-related reasons.
Original shipping charges are non-refundable for non-quality-related returns.
Return Authorization
Before returning any product, please contact us at system@trynozora.com.
If your return request is approved, we will provide instructions on where and how to send your item.
Items returned without first contacting us and receiving return authorization may not be accepted.
Please do not send a return to the address shown on the original package unless our support team specifically instructs you to do so.
Damaged, Defective, Incomplete, or Incorrect Items
If your item arrives damaged, defective, incomplete, or different from what you ordered, please contact us as soon as possible at system@trynozora.com.
Please include your order number, a description of the issue, and clear photos or videos where appropriate.
Depending on the circumstances and after verification, the resolution may include a replacement, refund, or another appropriate solution.
Items That May Not Qualify
A return or quality claim may be refused, limited, or partially refunded if the product shows evidence of:
- Damage caused by misuse, neglect, accidents, or improper handling;
- Unauthorized modification or repair;
- Excessive wear beyond normal intended use;
- Missing accessories, components, or parts;
- Damage caused by improper storage or failure to follow product instructions; or
- Any condition that prevents the product from being reasonably inspected or processed.
These exclusions do not affect claims involving a verified manufacturing defect or any rights you may have under applicable law.
Exchanges
If you would like a different product, size, or model for a non-quality-related reason, please request a return of the original item in accordance with this policy and place a separate order for the replacement item.
If a replacement is required because of a verified defect, damage, or incorrect item, our support team will provide the appropriate instructions.
Refunds
Once your return has been received and inspected, we will notify you of the approval or status of your refund.
For verified quality-related issues, eligible refunds are not subject to the 15% restocking fee.
For approved non-quality-related returns, a 15% restocking fee will be deducted from the eligible product refund.
Original shipping charges and return shipping costs are generally non-refundable for non-quality-related returns.
If approved, your refund will be issued automatically to your original payment method within 10 business days.
Please note that your bank, credit card issuer, or payment provider may require additional time to process and post the refund to your account.
If more than 15 business days have passed since we confirmed that your refund was approved and you have not received it, please contact us at system@trynozora.com.
Return Shipping
We strongly recommend using a trackable shipping method when returning an item. NOZORA is not responsible for return packages that are lost or damaged before they reach the designated return location.
For approved non-quality-related returns, the customer is responsible for return shipping costs.
If the return is related to a verified damaged, defective, incomplete, or incorrect item, please contact us before shipping the product back so we can provide the appropriate instructions.
Contact Us
For questions about returns, refunds, or product quality issues, please contact us at system@trynozora.com.