Returns & Refund Policy
Last Updated: [06/26]
At Norvena, we take extraordinary pride in designing and manufacturing premium display solutions. If for any reason you are not completely satisfied with your purchase, this policy explains your options.
Nothing in this policy affects your statutory rights under applicable consumer law.
1. Change of Mind Returns
If you purchase directly from www.norvena.co.uk, you have the right to cancel your order within 14 days of receiving your goods.
To exercise your right to cancel, please contact us before returning your order.
Returned products must:
Be returned within 14 days of notifying us.
Be unused except to the extent reasonably necessary to inspect the product.
Be returned in their original packaging where reasonably possible.
Include all accessories, components and documentation supplied.
We reserve the right to make a deduction from any refund if the value of the product has been reduced through handling beyond what would reasonably be expected when inspecting goods in a retail environment.
2. Items That Cannot Be Returned
Unless faulty or required by law, we cannot accept returns for:
Personalised or custom-made products.
Products modified at the customer’s request.
Gift cards or digital products.
Products damaged after delivery through misuse or accidental damage.
3. Faulty, Damaged or Incorrect Products
If your order arrives damaged, defective or incorrect, please contact us as soon as reasonably possible after delivery.
Where possible, please include:
Your order number.
A description of the issue.
Photographs showing the product and any damage.
If we confirm that a product is faulty, damaged before delivery or incorrectly supplied, we will arrange an appropriate remedy, which may include:
A repair.
A replacement.
A full or partial refund.
Norvena will cover reasonable return shipping costs where the return is due to our error or a confirmed fault.
4. Return Process
To begin a return, please contact:
Please include:
Your full name.
Order number.
Reason for the return.
Where applicable, we will provide return instructions.
Products should not be returned until return instructions have been provided.
5. Return Shipping
For change-of-mind returns, customers are responsible for arranging and paying for return shipping unless otherwise agreed.
We recommend using a tracked and insured delivery service, as customers remain responsible for returned goods until they are received by Norvena.
6. Refunds
Once your returned item has been received and inspected, we will notify you of the outcome.
Approved refunds will be processed using the original payment method.
Where applicable, refunds will include the original standard delivery charge in accordance with your statutory rights.
Refunds are typically processed within 5–10 business days, although your payment provider may take additional time to complete the transaction.
7. Exchanges
We do not currently offer direct exchanges.
If you would like a different product or colour, please return your original order (where eligible) and place a new order through our website.
8. Refused Deliveries
If an order is refused without prior agreement or is returned to us because delivery could not be completed, we may deduct any reasonable costs incurred before issuing a refund, where permitted by law.
9. International Returns
Customers returning products from outside the United Kingdom are responsible for complying with any applicable customs requirements.
Import duties, taxes and customs charges are generally non-refundable unless required by law.
10. Contact Us
If you have any questions regarding this Returns & Refund Policy, please contact:
Norvena Ltd
Email: sales@norvena.co.uk
Website: www.norvena.co.uk