Refund Policy

1. Overview

NorthViax LLC operates as a wholesale distributor serving approved business accounts. All sales are business-to-business (B2B) transactions. This Refund Policy applies exclusively to approved wholesale account holders. We are committed to resolving legitimate product issues promptly and professionally.

2. Eligibility for Returns

Return and refund requests are accepted under the following conditions:

• Damaged goods: Products that arrive visibly damaged or defective
• Incorrect items: Products shipped that do not match the confirmed purchase order
• Short shipments: Orders where quantities received are less than invoiced quantities

Returns are not accepted for:

• Change of mind or buyer's remorse
• Products that have been opened, used, or repackaged
• Items not purchased directly from NorthViax LLC
• Claims submitted more than 7 days after confirmed delivery

3. How to Submit a Return Request

To initiate a return or refund claim:

1. Contact us within 7 days of delivery at wholesale@northviax.com
2. Include your order number, a description of the issue, and clear photos of the affected products and packaging
3. Our team will review your claim and respond within 2 business days
4. If approved, you will receive return instructions and a Return Merchandise Authorization (RMA) number

Do not return products without an approved RMA number. Unauthorized returns will not be processed.

4. Return Shipping

For claims approved due to our error (damaged, defective, or incorrect items), NorthViax LLC will cover return shipping costs and provide a prepaid return label. For all other approved returns, return shipping costs are the responsibility of the buyer.

5. Refund Processing

Upon receipt and inspection of returned goods:

• Approved refunds are issued within 5–10 business days of receiving the return
• Refunds are issued to the original payment method used for the purchase
• Credit memos may be issued in lieu of cash refunds at our discretion, applicable toward future orders

6. Replacements

Where stock is available, we may offer a replacement shipment instead of a refund. Replacements are processed with standard 1–2 business day handling and ship within the same delivery window as new orders.

7. Dispute Resolution

If you believe a refund claim was incorrectly denied, please contact us at wholesale@northviax.com with additional documentation. We will review all disputes in good faith.

8. Contact

For all refund and return inquiries:
NorthViax LLC — Wholesale Support
Email: wholesale@northviax.com
Phone: (307) 533-6252
Hours: Monday–Friday, 9 AM–5 PM EST