Norpex Marketplace — Return Policy

Last updated: June 14, 2026

Plain-language summary (not legally binding — see full terms below): Norpex Marketplace is a venue that connects independent third-party sellers with buyers. Goods are used and sold AS-IS by the seller. There is no general right of return and no "change of mind" returns. Your protection is the 3-day Inspection Window after delivery: if the item is materially not as described, arrives damaged in transit, is the wrong item, or never arrives, you can file a Dispute before the window closes and Norpex will hold your payment in escrow and mediate. This Return Policy is part of, and incorporates, the Norpex Marketplace Terms of Service, Refund Policy, and Warranty / AS-IS Disclaimer.

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1. About This Policy and Who We Are

1.1 This Return Policy ("Policy") governs returns, the post-delivery inspection window, and dispute-based remedies for purchases made through Norpex Marketplace at marketplace.norpex.ca (the "Marketplace"), operated by Norpex ("Norpex," "we," "us").

1.2 Norpex is a venue, not a party to the sale. The Marketplace is a technology platform that connects independent third-party sellers with buyers. The contract of sale forms directly between the buyer and the seller. Norpex does not own, manufacture, inspect, take possession of, or warrant any item listed on the Marketplace, and is not the seller, agent, broker, or guarantor of any transaction. Norpex's role in any return or dispute is limited to operating the Marketplace, holding funds in escrow through our payment processor, and mediating disputes as described in this Policy.

1.3 This Policy is separate from, and does not apply to, first-party equipment sold directly by Norpex on norpex.ca. It applies only to third-party Marketplace transactions.

1.4 Capitalized terms not defined here have the meaning given in the Marketplace Terms of Service.

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2. The Core Rule: Used Goods, Sold AS-IS, No General Right of Return

2.1 All items on the Marketplace are used commercial, restaurant, and industrial equipment, sold "AS-IS, WHERE-IS, WITH ALL FAULTS" by the independent seller. You are buying used equipment, not new goods.

2.2 There is no general right of return and no "change of mind" return. Once a sale is final (see Section 8), it cannot be reversed simply because you have reconsidered, found a better price, no longer need the item, or are dissatisfied with normal characteristics of used equipment.

2.3 Your buyer protection is the Inspection Window and Dispute process described in this Policy — not an open return right. This is the only mechanism by which a Marketplace purchase may be unwound or refunded. The Inspection Window protects you against misrepresentation and material non-conformance, not against the ordinary risks of buying used equipment AS-IS.

2.4 Before bidding or buying, you are responsible for reviewing the listing, photos, description, and specifications, and for asking the seller any questions. Where practical, arrange your own pre-purchase inspection. Buying AS-IS means you accept the inherent condition and risk of used equipment, subject only to the protections in this Policy.

2.5 Statutory rights are preserved. Nothing in this Policy removes or limits any right or remedy that cannot be excluded under applicable Canadian federal or provincial consumer-protection or sale-of-goods legislation. Where you are a "consumer" under such legislation, the AS-IS treatment and "no general return" rule in this Policy apply only to the maximum extent that law permits. See Section 11.

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3. The 3-Day Inspection Window

3.1 What it is. When you buy through the Marketplace, your payment is held in escrow by Norpex's payment processor (Stripe). After your item is delivered (or made available for pickup), you have a 3-day Inspection Window to inspect it and confirm it matches the listing.

3.2 When it starts. The Inspection Window begins on the date of delivery confirmed by the freight carrier (ClickShip / the assigned LTL carrier), or, for buyer pickup, on the date you take possession. "Day 1" is the first full calendar day after delivery.

3.3 How long it lasts. The Window runs for three (3) calendar days. It closes at 11:59 p.m. (local time at the delivery address) on Day 3. If the third day falls on a weekend or statutory holiday, the deadline is not extended — file early.

3.4 Inspect immediately. Inspect the equipment promptly and completely on arrival, including testing where you safely can. Do not install, modify, repair, alter, or put the equipment into commercial service before you have inspected it — doing so may waive or weaken your right to file a Dispute (see Section 7.4).

3.5 What happens at the end of the Window. If you do not file a Dispute before the Window closes, the sale is deemed accepted, the sale becomes final, and escrowed funds are released to the seller. After that point, no return or refund is available through Norpex, and any remaining recourse is directly between you and the seller (and, where applicable, the manufacturer).

3.6 Freight inspection is time-sensitive — act at delivery. For transit-damage claims you must also follow Section 5. Carrier rules require visible damage to be noted at the moment of delivery, before the driver leaves.

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4. What Qualifies — Grounds for a Dispute / Return

You may file a Dispute within the Inspection Window only on one or more of the following grounds:

4.1 Not as described / material non-conformance. The item materially differs from the listing in a way that a reasonable buyer would not expect for used equipment sold AS-IS. Examples:

• A stated specification is wrong (e.g., voltage, phase, capacity, model, year, dimensions).
• A material defect or damage that was not disclosed in the listing and is not consistent with the stated condition (e.g., listing says "fully functional," unit does not power on; listing omits a cracked compressor or seized motor).
• A represented feature, component, or accessory is missing.
• The item is materially misrepresented as to make, model, or hours/usage.

A difference is material if it would reasonably affect your decision to buy or the price you paid. Cosmetic variation, normal used-equipment wear, and characteristics disclosed or visible in the listing are not grounds. See Section 6.

4.2 Damaged in transit. The item was damaged during freight shipping and arrived in worse condition than the listing represented. Transit-damage claims have additional steps in Section 5.

4.3 Wrong item. You received a different item than the one you purchased (wrong unit, wrong model, or wrong lot).

4.4 Not received / non-delivery. The item was never delivered, the seller failed to ship within the stated handling time, or the shipment was lost in transit and not recoverable.

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5. Special Rules for Transit Damage (Freight)

Because Marketplace equipment ships by LTL freight, transit-damage claims must follow these steps or they may be denied by the carrier and cannot be funded from escrow:

5.1 Inspect before the driver leaves. Examine packaging and the equipment at delivery.

5.2 Note damage on the delivery receipt / bill of lading. Record all visible damage, dents, leaks, or missing pieces on the carrier's proof-of-delivery before signing. If damage is severe, you may refuse the shipment — contact Norpex support immediately if you do.

5.3 Photograph everything — packaging, pallet, labels, and the damage — at delivery and before unpacking further.

5.4 Report to Norpex within the Inspection Window by filing a Dispute (Section 7) and attaching the annotated delivery receipt and photos. Concealed damage (not visible until unpacking) must still be reported within the 3-day Window and documented with photos.

5.5 Norpex will coordinate with the carrier (ClickShip) and the seller on the freight claim and mediate the outcome from escrow.

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6. What Does NOT Qualify

The following are not valid grounds for a return, Dispute, or refund:

6.1 Buyer's remorse / change of mind — you no longer want or need the item, found it cheaper elsewhere, your project changed, or you misjudged fit or size that was accurately stated in the listing.

6.2 Normal wear, age, and cosmetic condition of used equipment — scratches, dents, fading, rust, wear, prior repairs, signs of commercial use, and other characteristics consistent with the item's stated age, condition, and used nature.

6.3 Conditions disclosed or reasonably visible in the listing — anything described in the listing, shown in the photos, or that a reasonable inspection of the listing would reveal.

6.4 Failure to inspect or report in time — issues discovered (or that should have been discovered) but not reported through a Dispute before the Inspection Window closed.

6.5 Damage caused after delivery — damage, defects, or wear arising from your handling, installation, modification, repair, misuse, improper power/utility hookup, or putting the item into service.

6.6 Performance expectations beyond the listing — the item works but does not meet a use, output, or fitness-for-purpose you assumed but the seller never represented. Used equipment is sold AS-IS with no implied warranty of merchantability or fitness, except as required by law (Section 11).

6.7 Ordinary delivery delays within the seller's stated handling and freight transit times, or delays caused by the carrier, weather, customs, or events outside the seller's control (unless the item is genuinely undeliverable / lost — Section 4.4).

6.8 Items you have installed, modified, repaired, altered, consumed, or commercially used before inspecting (see Section 3.4 and 7.4).

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7. How to File a Dispute

7.1 Where and when. File through your Norpex Marketplace account (Orders → the relevant order → "File a Dispute"), or by emailing [disputes@norpex.ca] with your order number, before the Inspection Window closes (Section 3). Disputes filed after the Window are out of time and will be declined except where Section 11 requires otherwise.

7.2 What to include (evidence). Provide enough to let Norpex adjudicate:

• Your order number and the ground(s) under Section 4.
• A clear description of the problem and how the item differs from the listing.
• Photos and/or video of the item, defect, labels/serial plate, and (for transit damage) packaging and the annotated delivery receipt.
• Any seller communications and, where relevant, an independent technician's report.

7.3 Standard of review. Norpex mediates on a "listing said X, item is materially not-X" basis. The question is whether the item materially conforms to what the seller represented — not whether used equipment is flawless. You bear the burden of showing material non-conformance, transit damage, wrong item, or non-delivery with reasonable evidence.

7.4 Preserve the item. Do not install, repair, modify, return, dispose of, or place the item into service while a Dispute is open. Keep all original packaging and freight materials. Failure to preserve the item may result in the Dispute being declined.

7.5 No double recovery. You may not pursue a payment-card chargeback (or any other reversal through your bank or card issuer) for the same transaction while a Dispute is open or after a Dispute has been resolved. Filing a chargeback in parallel may result in the Dispute being closed, and you agree the Dispute / escrow process is the exclusive Marketplace remedy. See the Refund Policy.

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8. Mediation, Outcomes, and Escrow Release

8.1 Norpex mediates; it does not arbitrate as a court. When a Dispute is filed, Norpex pauses the escrow release, notifies the seller, and gives both sides a chance to respond and provide evidence. Norpex aims to acknowledge a Dispute within [2 business days] and to reach a decision within [7–10 business days] of receiving the required evidence.

8.2 Possible outcomes. Based on the evidence, Norpex may:

• Release escrow to the seller (Dispute not substantiated — sale stands);
• Refund the buyer in full from escrow (e.g., wrong item, non-delivery, or material misrepresentation);
• Refund the buyer in part from escrow (e.g., a price adjustment for a non-conformance the buyer chooses to keep, or a negotiated resolution); or
• Facilitate a physical return of the item to the seller in exchange for a refund, where the parties agree or Norpex determines a return is warranted.

8.3 Where a physical return is required, the item must be returned in the same condition it was received, with all original packaging and components, using freight arranged through Norpex / ClickShip. The refund is processed once the seller (or Norpex on the seller's behalf) confirms receipt and condition.

8.4 Finality. Once Norpex issues a Dispute decision and the corresponding escrow action completes, the matter is closed as between buyer, seller, and Norpex for Marketplace purposes. This does not affect any independent legal rights the buyer or seller may have against each other or the manufacturer.

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9. Return Freight — Who Pays

9.1 Where a Dispute results in a physical return:

• If the seller misrepresented the item, shipped the wrong item, or the item was damaged in transit: return freight (and, where applicable, the original outbound freight) is borne by the seller / recovered through the freight claim, not the buyer.
• If a return is agreed for any other reason (including a negotiated resolution where the item is substantially as described): the buyer pays return freight unless Norpex directs otherwise.

9.2 All return freight must be booked through Norpex / ClickShip so the shipment is tracked, insured, and tied to the order. Buyers must not arrange independent return freight without Norpex's authorization.

9.3 Risk of loss during an authorized return remains with the party responsible for return freight under Section 9.1 until the seller confirms receipt.

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10. Refunds, Fees, and Taxes

10.1 Approved refunds are issued to your original payment method through Stripe. Funds held in escrow are released back to the buyer; timing depends on Stripe and your card issuer (typically [5–10 business days] after the refund is processed).

10.2 Commission on refunds. Where a buyer receives a full refund due to seller misrepresentation, wrong item, transit damage, or non-delivery, Norpex's commission on that transaction is also refunded so the buyer receives a true full refund. For partial refunds or negotiated resolutions, commission treatment is set out in the Refund Policy.

10.3 Taxes. Any GST/HST, QST, or PST collected on a refunded amount is refunded proportionally, in accordance with applicable law and the Refund Policy.

10.4 This Section is summarized here for convenience; the Refund Policy governs the full mechanics of escrow, refunds, fees, chargebacks, and tax treatment, and prevails in the event of any conflict on those points.

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11. Your Consumer Rights (Canada)

11.1 This Policy is written primarily for business-to-business transactions in used equipment. However, some buyers may be "consumers" under provincial consumer-protection law (for example, a sole proprietor buying a single unit).

11.2 If you are a consumer, applicable Canadian consumer-protection and sale-of-goods legislation may give you rights — including legal warranties of quality, durability, or fitness, or certain cancellation rights for distance/online contracts — that cannot be waived. In Quebec, the Consumer Protection Act imposes legal warranties on sales by merchant sellers that cannot be excluded by an "AS-IS" or "all sales final" clause. In Ontario and other common-law provinces, consumer-protection statutes may limit the exclusion of implied conditions and warranties in consumer transactions.

11.3 Nothing in this Policy excludes, restricts, or modifies any right or remedy that applicable law does not permit to be excluded. The "no general right of return," AS-IS treatment, and finality provisions apply only to the maximum extent permitted by applicable law. Where you hold non-excludable statutory rights, those rights are in addition to — and prevail over — the limitations in this Policy.

11.4 The enforceability of the AS-IS treatment may depend on whether your seller is a business/merchant or a private individual, and whether you are a consumer. Norpex captures seller and buyer type at onboarding to administer disputes consistently, but this Policy does not determine your legal status, which is governed by the applicable statute.

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12. French Language / Langue française

12.1 A French-language version of this Policy is available and is provided to users in Quebec. [Une version française de la présente politique est disponible et est fournie aux utilisateurs du Québec.] In case of any conflict for Quebec users, the French version governs to the extent required by the Charter of the French Language.

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13. Changes to This Policy

13.1 Norpex may update this Policy from time to time. The Policy in effect at the time of your purchase governs that purchase. Material changes will be posted at marketplace.norpex.ca with an updated "Last updated" date.

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14. Contact

Norpex Marketplace — Disputes & Returns Email: [disputes@norpex.ca] | Support: [support@norpex.ca] Mail: [Norpex legal/operations address, Province, Canada]

Governing law: This Policy is governed by the laws of [Province] and the federal laws of Canada applicable therein, without regard to conflict-of-laws rules, and is part of the Norpex Marketplace Terms of Service.

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This Return Policy is a strong working draft prepared for review by qualified Canadian legal counsel. It is not legal advice. Provisions touching consumer-protection enforceability (Sections 2, 6, 11), escrow/refund mechanics and chargeback interaction (Sections 7.5, 8, 10), freight liability (Sections 5, 9), and French-language compliance (Section 12) must be reviewed and finalized by counsel before publication. Bracketed items are placeholders to be completed.