Refund policy
Last updated: 5 August 2026
This Return & Refund Policy explains how Norvelith handles returns, refunds, replacements, and cancellations for orders placed through our website within the United Kingdom. We want customers to have a clear understanding of their rights and of the steps to follow if an item needs to be returned.
Nothing in this policy limits or excludes your statutory rights under UK consumer law, including the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015.
1. Return Period
You may request a return within 30 days of delivery.
This includes your 14-day statutory right to cancel under the Consumer Contracts Regulations 2013, extended by us to an overall 30-day return period for eligible items.
Returns requested after 30 days may still be accepted where required by law, including where an item is faulty, damaged, or not as described.
2. Return Eligibility
To be eligible for a return under our 30-day return policy, items must be:
- Unused and in their original condition
- Returned with their original packaging where reasonably possible
- Complete with any included parts, accessories, or labels
- Accompanied by proof of purchase, such as an order number or confirmation email
This section does not limit your statutory rights where goods are faulty, damaged, or not as described.
4. Non-Returnable Items
We do not accept returns for the following unless they are faulty, damaged, or not as described:
- Custom-made or personalised items
- Items damaged or altered by the customer
- Gift cards
5. How to Request a Return
To request a return, please contact us at info@norvelith.co.uk and include:
- Your order number
- Your full name
- Email address used for the order
- Reason for the return
If the item is damaged, faulty, or incorrect, please also provide clear photographs where possible so we can review the issue and assist more quickly.
6. Returning Your Item
Returns must be sent back by mail using a tracked delivery service. We recommend keeping proof of postage until your return has been received and processed.
Please contact us before returning an item so we can provide the correct return instructions. This helps avoid delays or misdirected returns.
7. Return Shipping Costs
If the item is faulty, damaged, or incorrect, we will cover the return postage cost in full and issue a full refund or a free replacement, as per your choice.
If the return is because of change of mind, the customer is responsible for the return shipping cost. A full refund will be issued once we receive the returned item.
We do not charge restocking fees.
8. Refunds
Once a returned item has been received and reviewed, we will notify you of the outcome by email.
Refund Method: Approved refunds are issued to the original payment method used for the order.
Refund Processing Time: Refunds are processed within 10 business days of approval. Your bank or payment provider may take additional time to apply the funds to your account.
If a return does not meet the conditions of this policy and no statutory right applies, we may refuse the return. If that happens, we will explain the reason by email and, where appropriate, arrange return of the item.
9. Faulty, Damaged, or Incorrect Items
Please inspect your order when it arrives. If you receive an item that is faulty, damaged, or not what you ordered, contact us as soon as reasonably possible at info@norvelith.co.uk.
Where a product is confirmed to be faulty, damaged, or incorrect, we will offer a full refund or a free replacement, as per your preference.
10. Exchanges
If you would like to exchange an item, please reach out to us. Exchanges are subject to product availability.
11. Order Cancellations Before Dispatch
If you wish to cancel an order before it has been dispatched, please contact us as soon as possible at info@norvelith.co.uk.
If the order has not yet been dispatched, we will cancel it and issue a full refund.
If the order has already been dispatched, you may still have the right to cancel and return it in accordance with this policy and your statutory rights.
12. Failed Delivery or Uncollected Orders
If a delivery cannot be completed because the delivery address provided was incorrect or incomplete, or if an order is refused or left uncollected and is returned to us, we may deduct any direct return or redelivery costs from the refund where permitted by law.
13. Updates to This Policy
We may update this Returns & Refunds Policy from time to time to reflect changes in our processes, business operations, or legal obligations. The latest version will always be posted on this page, and the date at the top will show when it was last updated.
14. Contact Us
If you need more information regarding Returns & Refunds, please get in touch using the details below. We will be glad to help!
Email: info@norvelith.co.uk
Phone: +44 7348 949965
Customer Support Hours:
Monday to Friday: 9:00 AM - 5:00 PM (GMT)
Saturday: 10:00 AM - 4:00 PM (GMT)
Sunday: Closed
Our team responds to all enquiries within 24 hours - Sunday messages answered on Monday.