Last updated: August 2026.

Overview

At North Valley Supplies, customer satisfaction and product safety are our top priorities. If you are not completely satisfied with your purchase, or if your order arrives damaged, we are here to help resolve the issue quickly.

Please read our policy below to understand your rights and our procedures regarding returns, refunds, and replacements.

1. 14-Day Right of Cancellation (Statutory Cooling-Off Period)

Under the EU Consumer Rights Regulations, you have the right to cancel your purchase and return your items within 14 days of receiving your order, without giving any reason.

To qualify for a 14-day return:

  • The item(s) must be unused, unwashed, and in their original packaging.
  • Outer cartons and inner dispenser boxes must be completely undamaged.
  • You must notify us of your intent to return within the 14-day window.

2. Hygiene & Safety Sealed Goods Exception

Due to health protection and hygiene reasons, we cannot accept returns or issue refunds for opened boxes of disposable consumables (including opened boxes of nitrile gloves, face masks, hair nets, oversleeves, or open protective apparel), unless the product is proven to be manufacturing-defective.

  • Eligible for Return: Unopened, factory-sealed master cartons or individual boxes in original, resalable condition.
  • Non-Eligible for Return: Any package where the protective tear-strip, inner seal, or dispenser opening has been broken or tampered with.

3. Damaged, Faulty, or Incorrect Goods

We take great care in packing your orders, but if your package arrives damaged, defective, or incorrect, please notify us immediately.

  • Timeframe: Report damaged or incorrect items within 48 hours of delivery.
  • Process: Email us at [email protected] with your order number, a brief description of the issue, and clear photos of the damage, outer carton shipping label, and product box.
  • Resolution: If the item is confirmed damaged or incorrect, we will organize a free replacement or issue a full refund (including any delivery charges incurred).

4. B2B & Wholesale Orders

For custom bulk shipments, trade account orders, pallet sales, or special factory imports:

  • Standard 14-day consumer cancellation rights do not apply to commercial business-to-business (B2B) supply contracts.
  • B2B returns are evaluated on a case-by-case basis and may be subject to a 15% restocking fee.
  • Original shipping fees for bulk/pallet freight are non-refundable unless the return is due to a verified manufacturer defect.

5. How to Initiate a Return

  1. Contact our support team at [email protected] or via our contact us with your order number and reason for return.
  2. Our team will review your request and issue a Return Authorization Code (RAC) along with return shipping instructions.
  3. Pack the item securely in its original packaging, write the RAC on the outside of the return box, and ship it to our designated return warehouse address provided in your authorization email.

Please note: Unless the goods are faulty or damaged, the customer is responsible for covering the cost of return postage. We strongly recommend using a tracked courier service, as we cannot be held responsible for items lost or damaged during return transit.

6. Refunds Process

Once your returned package is received and inspected by our quality assurance team:

  • We will send you an email notification confirming receipt and whether your refund has been approved or rejected.
  • If approved, your refund will be processed immediately back to your original payment method (Credit Card, Debit Card, or PayPal).
  • Refunds typically reflect on your statement within 3–7 working days, depending on your card issuer or banking provider.

Contact Us

If you have any questions regarding returns, refunds, or product condition, please reach out to us:

  • Email: [email protected]
  • Phone: 0899592832
  • Operating Hours: Monday – Friday (9:00 AM – 5:00 PM IST)

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