Refund policy
Last updated: 5 October 2026
We want you to love what you order from Norva. If something isn't right, we're here to help make the returns and refund process as straightforward as possible.
Your Right to Change Your Mind — EU and UK Customers
If you are a consumer based in Ireland, elsewhere in the European Union, or the United Kingdom, you have a legal right to cancel your online purchase within 14 days of receiving your item, without giving a reason.
To exercise this right, contact us at support@norvahome.store within that 14-day period and tell us you wish to cancel. After notifying us, you have a further 14 days to return the item.
Returned items should be handled with reasonable care and returned with their original packaging, accessories and included parts where possible. You may be responsible for any loss in value caused by handling the item beyond what is necessary to establish its nature, characteristics and functioning.
Your statutory consumer rights are not affected by this policy.
Returns for Customers in the US, Canada, Australia and New Zealand
For customers in the United States, Canada, Australia or New Zealand, Norva offers a 30-day return window from the date of delivery, subject to the terms of this policy and applicable local consumer law.
To request a return, contact support@norvahome.store with your order number and the reason for the return. We will send you the appropriate return instructions.
Your statutory consumer rights under the laws applicable to your location are not affected by this policy.
How to Start a Return
Contact us at support@norvahome.store with:
- Your order number
- The item you wish to return
- The reason for the return
- Photos or video where relevant, particularly if the item is damaged, faulty or incorrect
Please do not send an item back before contacting us. Norva works with a network of suppliers and fulfilment partners, so return addresses vary by product and destination. We will give you the correct address and instructions once we have reviewed your request.
Condition of Returned Items
Items should be returned in a condition appropriate for resale, with all parts, accessories and packaging where reasonably possible. For change-of-mind returns, you may be responsible for any reduction in value caused by handling beyond what is reasonably necessary to inspect the product.
This does not affect your rights where an item is faulty, damaged, incorrect, or otherwise does not conform to your order or to applicable consumer law.
Return Shipping Costs
For change-of-mind returns, you are responsible for the cost of returning the item. We will confirm the applicable cost and return address when we review your request. For most orders this is a flat fee of €4.95, £4.45, $5.95 USD, $8.25 CAD, $8.35 AUD or $9.95 NZD, matching the currency of your order, deducted from your refund. For large or heavy items, or where return carriage would exceed the value of the product, we may offer an alternative remedy instead.
If an item arrives damaged, faulty, incorrect, or materially different from what you ordered, we cover the cost of return and will not ask you to bear any charge we are legally responsible for.
Damaged, Faulty, or Incorrect Items
If your item arrives damaged, faulty, defective or different from what you ordered, contact us at support@norvahome.store as soon as reasonably possible, including your order number and photographs or video showing the issue.
Depending on the circumstances and your legal rights, we may provide a replacement, repair, refund, or another appropriate remedy. You do not lose your statutory rights by not reporting an issue within a particular period stated in this policy.
Refunds
Once your return has been received — or, where applicable, once you have provided evidence that the item has been sent back — we will process your refund in accordance with applicable consumer law.
Refunds are issued to the original payment method. After we issue a refund, your bank or payment provider may take additional time to make the funds available.
For EU and UK customers exercising a statutory cancellation right, refunds are handled within the applicable legal timeframe. Where permitted by law, we may withhold reimbursement until we have received the goods or evidence that they have been sent.
Where applicable, your refund will include the standard delivery charge paid on the original order. Any additional cost arising from your choice of a more expensive delivery method may not be refundable where permitted by law.
Cancelling Before Dispatch
To cancel or change an order before dispatch, contact us at support@norvahome.store as soon as possible. We will make reasonable efforts to accommodate the request, but cannot guarantee it once an order has been processed or dispatched by our fulfilment partners. If it has already been dispatched, follow the return process above.
Exceptions
Certain products may be excluded from a change-of-mind return where permitted by applicable law, including goods that are:
- Made to your specifications or clearly personalised
- Sealed goods unsuitable for return for health or hygiene reasons once unsealed
- Otherwise legally exempt from cancellation or return rights
Any product-specific exclusions will be stated on the relevant product page or at the time of purchase. Nothing in this policy limits mandatory consumer rights that apply to you under the law of your country.
Questions
If you have any questions about a return, refund or specific order, contact us at support@norvahome.store. We're always happy to help and will do our best to resolve your issue quickly.
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