Returns & Exchanges

1. Purpose and application

This Returns, Exchanges & Order Cancellations Policy is provided by 1001291541 ONTARIO LIMITED (o/a NORIOTA), referred to in this policy as “NORIOTA.”

This policy applies to new NORIOTA commercial Products purchased directly through noriota.ca or through a direct order accepted by NORIOTA, unless a written quotation, order confirmation, sales agreement, or Product listing states different terms.

Purchases made through an independent dealer, distributor, retailer, or marketplace are subject to that seller’s return and cancellation policy. Product warranty coverage, where applicable, remains governed by the NORIOTA Commercial Equipment Limited Warranty.

This policy should be read together with the Shipping, Delivery & Pick-Up Policy, Commercial Equipment Limited Warranty, Terms of Service, and the specific written terms accepted for the order. If there is a conflict, the more specific written terms accepted for the order will control, subject to applicable law.

The version of this policy in effect when the order is placed applies to that order. NORIOTA may revise this policy for future orders, but a later revision will not reduce terms already accepted for an existing order.

2. Eligible standard returns

NORIOTA will consider a standard return of an eligible, regularly stocked Product when all of the following requirements are met:

•  The customer requests return authorization within 30 calendar days after delivery or authorized warehouse pick-up

•  The Product was purchased directly from NORIOTA and is not listed as non-returnable under Section 5

•  The Product is unused, uninstalled, unconnected, unmodified, and in resalable condition

•  The Product includes all original parts, accessories, manuals, labels, protective materials, and packaging

•  The model and serial number labels are present, legible, and unaltered

•  The customer follows NORIOTA’s return authorization, packaging, shipping, and inspection requirements

Opening packaging solely to inspect the Product does not automatically make it ineligible, provided the Product remains unused and the original packaging can be restored sufficiently for safe commercial transport and resale.

Approval of a return request does not guarantee a refund. Final eligibility and the refund amount are determined after NORIOTA receives and inspects the returned Product.

3. Return authorization and shipping instructions

The customer must contact NORIOTA before returning a Product and provide the order number, model number, serial number where applicable, reason for return, and photographs or other information reasonably requested by NORIOTA.

If the return is approved, NORIOTA will issue written return authorization and instructions identifying the return location, required documentation, and any applicable freight arrangements. The customer must tender the Product to the approved carrier or return location within 10 business days after authorization unless NORIOTA agrees otherwise in writing.

Returns sent collect on delivery, to an incorrect address, without authorization, or contrary to the provided instructions may be refused. Refusal does not transfer ownership of the Product to NORIOTA or eliminate the customer’s responsibility for freight, storage, return-to-sender, or disposal charges.

The customer is responsible for using a trackable and appropriately insured shipping method, proper freight classification, and commercial-grade packaging and palletization. Risk of loss or further damage remains with the customer until the authorized return is received by NORIOTA, except where NORIOTA supplied the wrong Product or expressly arranged the return at its own risk.

4. Product condition and packaging

Commercial equipment is vulnerable to concealed damage when it is returned without its original pallet, crate, carton, internal supports, or protective materials. The customer must package the Product to withstand normal commercial handling and transportation.

A returned Product may be refused or its refund reduced if it is:

•  Installed, connected to gas, electricity, water, drainage, ventilation, or another utility

•  Operated, used, altered, repaired, programmed, converted, or partially assembled

•  Scratched, dented, contaminated, wet, rusted, or otherwise damaged after delivery

•  Missing components, accessories, manuals, packaging, labels, hardware, or protective materials

•  Improperly packaged, unsecured, or damaged during return transportation

•  Not the same Product or serial-numbered unit originally supplied

Where a return is incomplete or has suffered a measurable loss in value, NORIOTA may reject the return or make a reasonable documented deduction in addition to any applicable restocking and shipping deductions. NORIOTA will notify the customer before finalizing a materially reduced refund.

5. Non-returnable Products and orders

Unless NORIOTA agrees otherwise in writing, the following are not eligible for a standard return:

•  Special-order, made-to-order, custom-configured, modified, or non-stock Products

•  Products marked final sale, clearance, discontinued, used, refurbished, reconditioned, demonstration, open-box, or scratch-and-dent

•  Products that have been installed, connected, operated, used, converted, altered, or repaired

•  Replacement parts, accessories, or components that have been installed, energized, used, altered, or removed from sealed manufacturer packaging where return would make reliable resale impractical

•  Products damaged after delivery through customer handling, storage, installation, use, or return transportation

•  Products without intact model and serial number identification

A Product’s ineligibility for a voluntary standard return does not eliminate any valid right relating to an incorrect item, shipping damage, a covered defect, or another right that cannot legally be excluded.

6. Restocking fees, freight, and deductions

Original shipping, delivery, handling, liftgate, inside-delivery, remote-area, and other service charges are non-refundable unless the return results from an error by NORIOTA or applicable law requires otherwise.

If the original order qualified for free shipping, NORIOTA may deduct the actual outbound shipping and handling cost from the refund for a voluntary non-defective return.

The customer is responsible for return freight, insurance, brokerage, duties, taxes, accessorial charges, and other return costs for a voluntary non-defective return. If NORIOTA arranges return transportation for the customer’s convenience, the actual charge may be deducted from the refund.

Any unpaid order balance, carrier charge, storage fee, damage deduction, missing-component charge, or other amount properly owed in connection with the return may also be deducted from the refund, with reasonable supporting information provided to the customer.

7. Inspection and refunds

NORIOTA will inspect an authorized return after it arrives at the approved return location. Inspection normally takes up to 10 business days, but may take longer for large equipment, concealed damage, missing documentation, technical evaluation, or a disputed condition.

Once approved, the refund will be issued to the original payment method, less applicable restocking fees, freight, and other authorized deductions. NORIOTA will not normally issue cash, cheque, or a refund to a different person or payment method.

Financial institutions and payment providers may require additional time to post the credit after NORIOTA submits it. A return involving financing, a marketplace, or another payment provider may be credited according to that provider’s process.

If a return is rejected, NORIOTA will advise the customer. The customer must arrange and pay for retrieval or onward shipping within the timeframe stated in the notice. Products not collected after reasonable notice may be subject to storage charges and other remedies permitted by law.

8. Incorrect Products or order errors

If NORIOTA supplies the wrong model, quantity, or Product, or the delivered Product materially differs from the accepted order confirmation, the customer should contact NORIOTA promptly, preferably within 5 business days after delivery.

The customer must not install, connect, operate, alter, or return the Product until NORIOTA provides instructions. NORIOTA may request photographs, labels, serial numbers, packaging information, and delivery documents to verify the issue.

For a verified NORIOTA order error, NORIOTA will arrange an appropriate correction, which may include replacement, shipment of the correct Product, authorized return transportation, or refund. NORIOTA will cover reasonable standard return freight and will not apply a restocking fee.

A minor variation that does not materially affect the model, specifications, function, or agreed configuration is not necessarily an incorrect Product. NORIOTA will review any claimed discrepancy against the accepted order and verified Product information.

9. Suspected defects and warranty claims

A suspected manufacturing defect is not processed as a voluntary standard return. The customer should stop using the Product if continued use may be unsafe or may cause further damage, then contact NORIOTA for troubleshooting and warranty review.

Reporting an apparent defect within 5 business days may help NORIOTA provide a faster initial resolution, but failure to report within that short period does not, by itself, cancel otherwise valid warranty coverage.

NORIOTA may require diagnostic information, photographs, video, operating measurements, installation records, maintenance records, or inspection by an authorized service provider before authorizing repair, parts, replacement, return, or refund.

Warranty remedies and exclusions are governed by the NORIOTA Commercial Equipment Limited Warranty applicable to the Product. A Product must not be returned as defective without written authorization.

10. Shipping damage, shortages, and lost shipments

Damage caused during transportation, a delivery shortage, or a lost shipment is handled under the NORIOTA Shipping, Delivery & Pick-Up Policy rather than as a standard return or manufacturing-defect claim.

The recipient must inspect freight before signing, record visible damage or shortages on the delivery receipt, retain all packaging, and report the issue within the timelines stated in the Shipping, Delivery & Pick-Up Policy. Delayed reporting or disposal of packaging may impair the ability to recover from the carrier.

The customer must not install, energize, repair, dispose of, or return a damaged Product unless NORIOTA provides instructions or authorization.

11. Product exchanges

An exchange is normally processed as a return of the original Product and a separate purchase of the replacement Product. This avoids inventory, pricing, tax, and payment discrepancies.

To request an exchange, the customer must contact NORIOTA within the 30-day standard return period. The original Product must satisfy all return eligibility requirements, including condition, packaging, authorization, restocking fee, and return freight terms.

Replacement inventory is not reserved until the replacement order is accepted and paid. The customer is responsible for any price difference, taxes, shipping, and other charges associated with the replacement Product.

Where the exchange is required because NORIOTA supplied the wrong Product or authorizes replacement as a remedy for a covered defect, the written authorization will identify which fees and freight charges NORIOTA will cover.

12. Order cancellations and changes

NORIOTA begins payment verification, inventory allocation, picking, packing, and freight coordination shortly after an order is placed. A cancellation or change is not effective until NORIOTA confirms it in writing.

The customer should contact NORIOTA immediately to request a cancellation or change. If the order has not been dispatched and no non-recoverable special-order or third-party cost has been incurred, NORIOTA will normally cancel it without a restocking fee and refund the amount paid for the cancelled item.

A special-order, made-to-order, custom-configured, modified, or non-stock Product may not be cancellable after NORIOTA commits to the supplier or production. Any approved cancellation may be subject to documented supplier charges, payment-processing costs where legally permitted, and other non-recoverable expenses disclosed to the customer.

Once an order has been dispatched or tendered to a carrier, it cannot normally be cancelled in transit. A customer-requested return will be handled under the standard return terms, including return authorization, freight, and any applicable restocking fee.

A request to change the delivery address, service level, model, quantity, configuration, or other order detail may result in price changes, carrier charges, delay, or cancellation and re-entry of the order.

13. Refused, undeliverable, and unclaimed orders

Refusing delivery for reasons unrelated to visible shipping damage does not constitute an approved return or cancellation. The customer may be responsible for outbound freight, return freight, re-delivery, storage, carrier accessorial charges, and the applicable restocking fee.

If delivery fails because of an incorrect address, inaccessible site, missed appointment, unavailable receiving personnel, insufficient unloading equipment, or another customer-controlled condition, NORIOTA may require payment of resulting charges before re-delivery.

Pick-up orders not collected within the timeframe stated in the Ready for Pick-Up notice may be subject to storage charges, cancellation, or return to stock after reasonable notice. Any refund remains subject to non-recoverable costs and applicable terms.

14. Misuse of the return process

NORIOTA may refuse a voluntary return, exchange, or cancellation request where there is reasonable evidence of fraud, product substitution, serial-number mismatch, false documentation, abusive conduct, repeated misuse of the return process, or intentional damage.

This provision does not permit NORIOTA to deny a legitimate claim solely because a customer has previously made a return, and it does not limit a right or remedy that cannot legally be excluded.

15. Applicable rights and contact

This policy is intended to operate to the maximum extent permitted by applicable law. Nothing in this policy excludes, restricts, or replaces a statutory right or remedy that cannot legally be excluded or restricted.

Questions and requests should be submitted through the contact information shown on noriota.ca. Include the order number, Product model, serial number where applicable, delivery date, reason for the request, and supporting photographs or documents.

This policy is governed by the laws of the Province of Ontario and the federal laws of Canada applicable in Ontario, except where mandatory applicable law requires otherwise.

Effective date: July 20, 2026