Guarantee
Normanharvey offers a quick dispute solution and will appreciate it a lot if you provide:
a. Photos or videos of the damaged item to prove damage. If the photo cannot prove the products are damaged, please upload the video.
b. The products need to be returned to Normanharvey Australia or China warehouse if our Dispute Team asks for a return in Disputes.
Except for the important interpretation, Normanharvey will make a refund, partial refund, resend, or accept the return for any of the following cases:
1. Orders Delayed.
Orders are lacking tracking information, in transit, pending, expired 60 days after orders departed from Normanharvey warehouse. Following countries and shipping methods may be different:
a. For orders shipped to the USA, it will be counted 45 days after orders departed from Normanharvey warehouse.
b. For Brazil, it is after 110 days counting from the date that order departed from Normanharvey warehouse due to the strict customs clearance at Brazil.
c. For China Post Registered Air Mail and CJ liquid line to all counties, Normanharvey will deal with your dispute for delayed orders after 100 days counting from the date that order departed from Normanharvey warehouse.
d. For some special shipping methods, Normanharvey cannot deal with your disputes. (See the following important interpretation)
Notes:
Sometimes, the order had arrived at the nearest post office to the customer and make it pending because of insufficient address, package unclaimed, no such number, etc. It will be much more convenient for clients to contact local post office or go to the post office for delivery.
2. Orders not Received.
Normanharvey will not deal with the refund or resend if the tracking information shows the order is delivered.
a. If You do not receive the package, a non-delivery certification issued by the local post office with an official seal is necessary.
b. Tracking information alert. The tracking information shows Alert, the reasons are listed as below:
a) Incorrect/insufficient address.
b) No such number.
c) Unknown recipient.
d) Refused.
e) Do not pick up in time.
f) No safe delivery location.
g) Uncleared customs.
h) Others.
Notes:
a. The local distributor will deliver 1-3 times according to the actual situation. If it is still unclaimed during the delivery period, it will be returned to the local post office for storage in 3-7 days. Meanwhile, You need to pick up the package by yourself. Otherwise, the product will be returned to the sender, our logistics company. During the return, Normanharvey takes no responsibility if products have been lost.
b. CJ cannot offer a refund or resend if you don’t process the undelivered orders or packages destroyed by logistics companies.
3. Products Damaged.
Normanharvey offers a full refund or a replacement if packages arrived are badly damaged.
Normanharvey offers a partial refund or a replacement if packages arrived partially damaged (except thread, slightly wrinkled, small scratches etc.).
Notes:
a. For fragile products, a refund is highly recommended.
b. For damaged packing boxes, Normanharvey cannot offer any refunds or other after-sale services due to the long-distant international delivery.
c. For ordinary products, You shall complain or open a dispute with you within 5 days after packages are delivered.
d. For electronic products, You shall complain or open a dispute to you within 10 days after packages are delivered.
4. Incorrect or Missing Products.
Normanharvey has a strict quality control process before products are dispatched. We will deal with incorrect or missing products as follows:
a. For incorrect products, Normanharvey offers a full refund or replacement.
b. For products with wrong color, size which doesn't affect product function, etc., Normanharvey offers a refund or resend if you provide a screenshot of your complaint including name, content and date.
c. For parts missing which doesn’t affect product function, Normanharvey may refund partially or resend the missing part; for parts missing which affect product function, We will resend the product.
d. For accessories, Normanharvey will resend the accessories.
Notes:
For size problem, We will appreciate it a lot if you can measure the product according to the correct measurement method and provide us the photo of measurement. Then, our dispute team will deal with your disputes quickly.
Important Interpretation:
1. Deadline of Opening Dispute.
You cannot open a dispute if the order status is closed. Your dispute cannot be resolved when tracking information from a third party is untraceable.
Notes:
Dispute will be closed automatically if the order has been closed and you have not responded for five consecutive days.
2. Force Majeure.
Normanharvey takes no responsibility for any product damaged or shipping delay caused by the act of god, including but not limited: epidemic situation, international situation, strike, war, earthquake, flood, virus, storm, heavy snow, customs inspection.
3. Shipping Method Limits.
Some shipping methods are not trackable when orders arrived at some Countries, States, or Cities. Normanharvey lists those shipping methods in advance and will not accept any disputes when you choose those shipping methods to some countries, including:
PostNL, Turkey Post, Swiss Post, Electric PostNL to USA, UK, Canada, Australia, South Africa, Brazil, the overseas territories and overseas island areas；
Notes:
For DHL, CJPacket Fast Line, CJPacket JL Express, CJPacket Thailand, the remote addresses will be charged additional cost.
4. Destination Limits.
Due to limited international transportation, Normanharvey will not accept any disputes when your orders are shipped to the following countries:
Haiti, Kyrgyzstan, Madagascar, Mauritius, Bangladesh, Nepal, Nicaragua, Swaziland, Jamaica, Zambia, Ecuador, Peru, Bolivia, Chile, Argentina, Uruguay, Egypt, Sudan, Libya, Algeria, Angola, Bahamas, Benin, Belize City, Burundi, Dominican Republic, Gambia, Grenada, Cuba, Palestine, Paraguay, Guatemala, Reunion, The Commonwealth of Puerto Rico, Hawaii, Alaska, Guadeloupe, Martinique, and French Guiana.
5. Return.
Products can be returned to Normanharvey China or Australia warehouses only. But we do not suggest returning products to our warehouses, because the international shipping cost is high and it takes at least 3 months to arrive at our China Warehouse. Most of them will be lost during the return. Also, most of the returned products will be damaged on the way.
! Please return products within 5 days after receiving products.
6. Unacceptable Disputes.
Normanharvey shall not accept any unreasonable disputes, including but not limited to:
a. The buyer does not like it.
b. The product description is not real.
c. Products smell unusual.
d. The buyer ordered the wrong items or SKU.
e. The shipping address was provided incorrectly.
f. Product difference was negotiated in advance.
g. Tracking information deleted by logistics companies or local post offices.