Last updated: 4 October 2026
This policy applies to all orders placed on www.norgear.in, operated by PRG Ventures, doing business under the brand name NORGEAR. It forms part of our Terms of Service.
PART A: SHIPPING
1. Where we ship
We currently ship within India only. Some remote pin codes may not be serviceable by our courier partners. If yours is not, you will be told at checkout. For International shipping, please get in touch with us via email.
2. Processing time
Orders are dispatched within 1-3 business days of order confirmation (Monday to Saturday, excluding public holidays). Orders placed after business hours or on holidays are processed on the next business day. During sales or high-demand periods, processing may take a little longer, and we will let you know.
3. Delivery time
After dispatch, estimated delivery is:
| Location | Estimated delivery |
|---|---|
| Metro and major cities | 3-7 business days |
| Other locations / remote areas | Up to 10 business days |
These are estimates, not guarantees.
4. Shipping charges
Shipping charges are calculated at checkout by our courier partner, based on your delivery location and the size and weight of your order. The final charge is always shown before you pay.
5. Tracking your order
Once your order is dispatched, we will email you a tracking number (AWB) and a link to track your shipment on our courier partner’s website. If tracking hasn’t updated for more than 3 days, email us at hello@norgear.in.
6. Delays
We ship through third-party courier partners. Delivery can be delayed by holidays, festivals, weather, regional disruptions or other events beyond our control. We don’t control the courier’s operations, but if your shipment is delayed we will escalate it with the courier and keep you updated.
7. Failed delivery and incorrect addresses
Please give a complete and correct address and a reachable phone number. If delivery fails because of an incorrect address, an unreachable number or refusal to accept the package, the courier may return the order to us. We will then contact you, and you can choose either:
- Reship: we send the order again, and you pay the new shipping charge; or
- Refund: we cancel the order and refund the amount paid, minus the shipping charges we incurred for the failed delivery and return.
8. Damaged, tampered or missing items on delivery
If your package arrives damaged, tampered with, or with items missing:
- Record an unboxing video (or clear photos) showing the sealed package, the shipping label, and the contents as you open it.
- Email us within 48 hours of delivery at hello@norgear.in with your order number, the video/photos and a short description of the issue.
- Where possible, note the damage on the delivery receipt or ask the delivery person to acknowledge it.
- Once we verify your details, we will arrange a replacement or refund at no cost to you and handle the claim with our courier partner ourselves.
Claims made after 48 hours, or without photo/video evidence, may be harder for us to take up with the courier, but we will still look into every case in good faith.
9. Wrong product received
If you receive an incorrect item, email us within 48 hours of delivery with photos. We will arrange a pickup at no cost to you and send the correct item, or issue a refund if it is out of stock.
PART B: CANCELLATIONS, RETURNS & EXCHANGES
10. Cancelling an order
- Before dispatch: email hello@norgear.in as soon as possible with your order number. If the order has not been shipped, we will cancel it and refund the full amount to your original payment method.
- After dispatch: the order can’t be cancelled, but you can refuse delivery or return it under the return rules below.
- If we cancel your order for any reason (stock issue, pricing error, suspected fraud), you will receive a full refund.
11. Return and exchange window
You can request a return or exchange within 7 days of delivery.
12. Eligibility
To be eligible, the product must be:
- unused and in new, original condition;
- returned with all original tags, labels, accessories and packaging intact;
- clean and hygienic, free from dirt, sweat, odour, stains, perfume, make-up or any other signs of use.
We may reject a return that doesn’t meet these conditions, and it will be sent back to you.
The following are not eligible for return or exchange:
- products showing signs of use, wear, alteration or damage caused by the customer (including improper use, negligence or incorrect fitting);
- products with missing parts, tags or packaging;
- items marked “non-returnable” or “final sale” on the product page;
- products involved in a crash or accident (these are not covered by returns or warranty).
13. How to request a return or exchange
- Email hello@norgear.in within 7 days of delivery, with your order number, the product(s), the reason, and photos or a video if the item is defective, damaged or wrong.
- Wait for our confirmation. Please don’t ship anything before we approve the request.
- Once approved, we will share the return address and instructions.
- Pack the product securely with all tags and original packaging and ship it to us as instructed. Keep the courier receipt and tracking number until your refund or exchange is complete.
- When we receive the product, we will inspect it for eligibility and condition.
- If it passes inspection, we will process your refund or dispatch your exchange. If it fails, we will inform you and send it back to you.
14. Who pays for shipping
| Situation | Return shipping | Replacement shipping |
|---|---|---|
| Defective, damaged or wrong item | We pay | We pay |
| Change of mind (refund) | You pay | You pay |
| Exchange for a reason other than a defect (size, colour, etc.) | You pay | You pay |
For exchanges that are not due to a defect, the replacement shipping charge is calculated by our courier partner based on your delivery location and the size and weight of the parcel. We will share the amount with you, and we will dispatch the replacement once it is paid.
15. Exchanges
Exchanges depend on stock availability. If the item you want is unavailable, you can choose a refund instead (return shipping will be borne by you, as per Section 14). If an exchange is requested because the product is defective, damaged or incorrect, Section 14 applies and you pay no shipping charges.
16. Refunds
- Refunds are made to the original payment method only. We don’t offer cash refunds.
- Refunds are processed within 7-10 business days after we receive and inspect the returned product. The time it takes to reach your account depends on your bank or payment provider.
- If your refund hasn’t arrived after this time, contact us and we will share the refund reference number for you to check with your bank.
- We make no deduction from refunds for payment gateway charges.
- Original shipping charges are refundable only if the return is due to a defective, damaged or wrong item.
17. Your legal rights
Nothing in this policy limits any rights you have under applicable consumer protection law.
CONTACT US
NORGEAR (PRG Ventures)
#234, Godhooli, 14th Cross, Balaji Layout, Malathahalli, Bangalore, Karnataka – 560056
Email: hello@norgear.in
Phone: +91 83109 17627
We aim to respond to all emails within 48 hours.