Complaints & customer support
How to make a complaint and when to expect a response.
Updated 30 September 2026 · NORVEX COMMERCE PTY LIMITED · ACN 700 691 943
Contact our team
Email support@norvexcommerce.online with “Complaint” in the subject, or call +61 468 185 847. You may also write to NORVEX COMMERCE PTY LIMITED, 54 Wadley Street, Macgregor QLD 4109, Australia. Please provide your name, contact details, any order reference, a description of the issue and the outcome you are seeking. Never include a full card number or card security code.
How we handle your concern
We acknowledge complaints within 2 business days and aim to resolve them within 10 business days. If the matter needs more investigation, we explain the reason, give an expected response date and update you at least every 5 business days. Tell us if you need a particular contact method or accessibility adjustment.
Request a review
If you disagree with the response, reply asking for a review and explain what you believe has not been addressed. Keep copies of your correspondence and purchase records. Raising a complaint does not prevent you from using any applicable statutory remedy or your card issuer’s dispute process.
Independent assistance
If the matter remains unresolved, you can seek help from the Queensland Office of Fair Trading or the consumer protection agency in your state or territory. Privacy concerns may be raised with the Office of the Australian Information Commissioner where within its jurisdiction. You retain the right to approach an appropriate court or tribunal.
Payment questions
NORVEX is the first contact for questions about products, delivery and refunds for NORVEX purchases. For a payment query, provide your transaction reference, order details and the email address used at checkout. Do not send full card numbers or security codes. Opening a payment page is not proof of payment.
Questions about this policy?
support@norvexcommerce.online