Exchange and refund policy

📄 EXCHANGE AND REFUND POLICY — SERVIETTES NOMAD INC.

Last updated: 2026-06-13
Contact: support@nomadtowels.ca

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

1) Exchanges are possible if:

  • Defective product: If your item has a manufacturing defect, please write to us within 15 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 note or refund as appropriate). 

    • đź’ˇ Tip : Keep the packaging until verification — this will speed up the process. 

    2) Refunds

    • A refund can only be considered if a manufacturing defect is confirmed by our team within 15 days of receipt. 
    • Refund method: when applicable, the refund is made to the original payment method (bank delay 5 to 15 business days after approval). 

    3) Non-returnable products

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

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

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

    4) Procedure in case of defect (simple steps)

    1. Contact us : support@nomadetowels.ca / Contact Us form (within 15 days). 
    2. Attach your proof : order no., description and photos of the defect. 
    3. Authorization: Wait for 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 according to 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, ordering error, etc.) : not eligible (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 business days after receipt at the center. 
    • Refunds (if applicable) : 5 – 15 additional business days (bank processing time). 

    7) Lost / damaged packages in transit

    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 in finding a suitable 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 to be abusive.

    9) Contact

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