Refund policy

At Norm we want you to be satisfied with every order. Because we sell food products, some rules are stricter than they would be for other goods. Please read this policy before ordering.

Summary

  • Unopened, sealed products can be returned within 30 days.
  • Opened products cannot be returned or refunded, for food safety reasons.
  • Damaged, defective, incorrect or missing items are always replaced or refunded in full.
  • Approved refunds go back to your original payment method.

Damaged, defective, incorrect or missing items

If your order arrives damaged, is not what you ordered, or is missing an item, we will make it right at no cost to you.

Email support@be-norm.com within 7 days of delivery with:

  • your order number
  • photographs of the product, the pouch seal and the outer packaging
  • a short description of the problem

You do not need to return the product. Once we confirm the issue, we will either ship a replacement at our expense within 3 business days, or issue a full refund including any shipping you paid — your choice. This applies equally to orders delivered in Canada and the United States.

Unopened products

If you change your mind, you can return an unopened product within 30 days of delivery, provided:

  • the factory seal is fully intact
  • the pouch and any outer packaging are undamaged
  • the product is not past or near its Best Before date

Email support@be-norm.com to request a return authorisation before shipping anything back. Returns sent without authorisation cannot be processed. Once authorised, the product must be shipped back within 10 days. Return shipping is at your expense, and we recommend a tracked service, as we cannot refund a return we do not receive.

For returns sent from the United States, please note that cross-border return shipping and any associated customs charges are also at your expense, and are frequently higher than the value of the product. We are happy to discuss the likely cost with you before you commit to sending anything back.

Once we receive the product and confirm its condition, we will refund the purchase price to your original payment method. Original shipping charges, duties and taxes are not refunded on change-of-mind returns.

Opened products

Opened products cannot be returned or refunded.

This is a food safety requirement, not a commercial preference. Once a food pouch has been opened we cannot verify how it has been stored or handled, and we are not permitted to resell it. This applies even if the pouch has only been opened and not used.

If an opened product has a genuine quality problem — an unusual smell, appearance or texture, or a packaging defect — contact us at support@be-norm.com with photographs. Genuine quality issues are always covered under the section above, whether the pouch is opened or not.

Lost parcels

If your tracking shows no movement, or your parcel has not arrived, email support@be-norm.com. Reports of lost parcels must be submitted within 30 days of the estimated delivery date. Confirmed lost parcels are replaced at our expense or refunded in full.

Parcels refused or abandoned at customs

For US orders, if a parcel is refused at delivery or abandoned at customs because import charges were not paid, we can refund the purchase price once the parcel is returned to us, less the original outbound shipping cost. Parcels destroyed or retained by customs cannot be refunded.

Order cancellations

You can cancel an order at no cost any time before it is dispatched. Email support@be-norm.com as soon as possible. Once a parcel has left our facility it cannot be recalled, and the sections above apply instead.

What we cannot refund

  • Opened products, except where there is a confirmed quality or safety issue
  • Gift cards
  • Products returned without prior return authorisation
  • Products returned more than 10 days after a return was authorised
  • Products returned with a broken seal, visible damage or missing packaging
  • Change-of-mind requests made more than 30 days after delivery
  • Import duties, taxes and customs fees already paid to a third party

How refunds are processed

  • We review every request within 2 business days of receiving your email.
  • We will tell you in writing whether your request is approved, and why if it is not.
  • Approved refunds are issued to your original payment method within 5 business days of approval, or of us receiving an authorised return.
  • Refunds are issued in the currency you paid in. Where an exchange rate has moved since your purchase, the amount your bank credits you may differ slightly from the amount you paid; this is set by your bank and is outside our control.
  • Depending on your bank or card issuer, the refund may take a further 5–10 business days to appear on your statement.
  • If you have not seen an approved refund after 15 business days, contact us at support@be-norm.com and we will follow it up with our payment processor.

Where a refund is approved, you may choose store credit instead if you prefer. Store credit is never issued in place of a refund without your agreement.

Allergens and suitability

Our products contain egg and are produced in a facility that also processes milk, soy, wheat, peanuts and tree nuts. Full ingredient and allergen information is shown on every product page. Please check it before ordering, as we cannot accept opened returns on the basis of dietary suitability.

Contact us

Norm Being Corporation 2482 Yonge Street #1416 Toronto, ON M4P 2H5, Canada Email: support@be-norm.com We respond to all enquiries within 1 business day.

This policy is governed by the laws of the Province of Ontario and the federal laws of Canada applicable therein. Nothing in this policy limits or removes any right you may have under applicable consumer protection legislation in your province, territory or state of residence.