Exchange and refund policy

📄 EXCHANGE AND REFUND POLICY — SERVIETTES NOMAD INC.

Last updated: 2026-02-17
Contact: support@nomadtowels.ca

At Nomad, we want you to be completely satisfied. This policy outlines the conditions for exchange and refund applicable to purchases made through our store.

1) Exchanges

  • No exchanges: with the exception of a manufacturing defect, we do not accept exchanges (change of pattern, color, or mind). 
  • Defective product: if your item has a manufacturing defect, please write to us within 30 days of receipt with :  
    • the order number; 
    • a description of the defect ; 
    • clear photos of the product and packaging.
  • Solution: after validation, we will offer you an identical replacement (free of charge) or, if the product is no longer available, an equivalent solution (credit or refund, as appropriate). 

💡 Tip : keep the packaging until verification — it speeds up processing. 

2) Refunds

  • Promotions / sales: refunds are not possible during promotions or special sales. 
  • Excluding promotions: a refund may be considered only if a manufacturing defect is confirmed by our team within 30 days of receipt. 
  • Refund method: when applicable, the refund is made to the original payment method (bank processing time 5 to 15 business days after approval). 

3) Non-returnable products

For hygiene and safety reasons, we cannot accept returns of : 

  • used, washed or incomplete items ; 
  • without original tag/packaging when required for evaluation ; 
  • gift cards and promotional items ("final sale").

A quality control check is carried out upon receipt of all packages.

4) Procedure in case of defect (simple steps)

  1. Contact us: support@nomadtowels.ca / Contact Us form (within 30 days). 
  2. Attach your proof: order number, description and photos of the defect. 
  3. Authorization: await our authorization email (and, if necessary, a return label). 
  4. Return (if requested): return the item properly packaged. (At your expense) 
  5. Processing: upon receipt, we will confirm the solution (replacement / credit / refund depending on availability and policy). 

5) Return costs

  • Confirmed defect / preparation error: return costs at our expense (label provided if a return is required). 
  • Other reasons (change of mind, order error, etc.) : not admissible (no exchange/return according to our policy). 

6) Processing times

  • Request validation: 5-7 business days after receipt of your complete message. 
  • Return inspection (if applicable): 3-5 additional business days after receipt at the center. 
  • Refund (if applicable): 5-15 additional business days (bank processing times). 

7) Lost / transit damaged packages

If your package appears lost or damaged: 

  • Contact us quickly with the order number and, if possible, the tracking number; 
  • Attach photos if the package/product is damaged.
    We will open a case with the carrier and assist you towards an appropriate solution .

8) Exclusions and limitations

  • This policy does not cover normal wear and tear, accidental damage or damage resulting from improper care (e.g., non-compliant washing). 
  • Nomad reserves the right to refuse any request that does not comply with the above conditions or appears abusive.

9) Contact

Questions? Need 📧 support@nomadtowels.ca 📝 "Contact Us" Form (in the menu)