Refund policy

At Norva, we stand behind our carefully curated home décor. We want you to be completely satisfied with your purchase. If something isn't right, we're here to help.

Our Commitment

We believe in offering a fair, straightforward return and refund process. Your satisfaction is important to us, and we're committed to resolving any issues transparently and promptly.

Return Period

You have 30 days from the date of delivery to initiate a return or make a refund request. This applies to all products purchased from Norva, including lighting fixtures, décor pieces, and wall art.

To be eligible for return or refund within this timeframe, your item must be unused and in its original condition, with all original packaging and materials included.

Conditions for Returns

Items We Accept for Return:

  • Products damaged during shipping (we'll help arrange a replacement or refund)
  • Items that don't match product photographs or descriptions
  • Products with manufacturing defects or quality issues
  • Unused items in original, unopened packaging
  • Wrong items sent in your order

Items We Cannot Accept for Return:

  • Items that show signs of use, wear, or assembly
  • Products missing original packaging or materials
  • Items damaged by misuse, accidents, or failure to follow care instructions
  • Customized or personalized products (if applicable)
  • Items returned after the 30-day return period
  • Products purchased during final sale or clearance events (these are marked at checkout)
Important: Lighting fixtures and electrical items will only be accepted for return if unopened and in original packaging. For safety reasons, opened electrical products cannot be resold.

How to Initiate a Return

  1. Contact Us: Email support@norvahome.store with your order number, item details, and photos of the product (if applicable).
  2. Receive Confirmation: We'll review your request and respond within 2 business days to confirm whether your return is eligible.
  3. Get Return Instructions: If approved, we'll provide you with a return shipping address and any special instructions for your specific product.
  4. Ship Your Return: Pack the item securely in its original packaging and ship it to the address provided. Please include your order number.
  5. Refund Processing: Once we receive and inspect your return, we'll process your refund within 5–7 business days.

Return Shipping

Who Pays for Return Shipping?

For defects, damage, or our error: We'll cover the cost of return shipping. You'll receive a prepaid shipping label with your return authorization.

For change of mind returns: Return shipping costs are the responsibility of the customer. However, we can arrange discounted return shipping through our carrier upon request—just ask when you contact us.

Shipping Recommendations:

  • Use tracked delivery so you can confirm arrival
  • Pack items securely to prevent damage during transit
  • Include your order number clearly on the outside of the package
  • Keep your tracking number for your records

Refunds

Refund Amounts:

Refund amounts depend on the reason for return:

  • Defective items, damage, or our error: Full refund of product price plus original shipping (if applicable)
  • Change of mind (unused items): Full refund of product price minus a 10% restocking fee
  • Items returned after wear or use: No refund; item may be offered for donation

Refund Timeline:

  • We process refunds within 5–7 business days of receiving and inspecting your return
  • Depending on your payment method and bank, additional processing time may apply (typically 3–5 business days)
  • Credit card refunds appear on your statement within 5–10 business days
  • You'll receive an email confirmation once your refund has been processed
Note: Refunds are issued to your original payment method. We cannot issue refunds to a different payment method or as store credit unless specifically arranged.

Replacements

If you've received a defective item, wrong product, or damaged goods due to shipping, we'd prefer to send you a replacement rather than process a refund. Replacements are shipped at no cost to you.

Please let us know your preference when you contact us about your return. We'll arrange replacement shipment once we've confirmed your eligibility.

Damaged or Defective Items

If your item arrived damaged or defective, please:

  1. Document the damage: Take clear photographs of the packaging and the damaged item
  2. Contact us immediately: Email support@norvahome.store with your order number and photos within 7 days of delivery
  3. Don't discard packaging: Keep all original packaging until the issue is resolved
  4. We'll help: We'll assess the damage and offer a replacement or full refund, whichever you prefer

We work with our suppliers to maintain quality standards. If damage claims are recurring, we investigate and take corrective action.

International Returns (EU & UK)

Norva ships to customers across Europe. Our return policy applies to all EU and UK customers under the following terms:

  • You have 30 days from delivery to initiate a return (in line with EU consumer protection standards)
  • Return shipping costs are your responsibility for change-of-mind returns, unless the return is due to our error or a defect
  • Once we receive your return, refunds are processed within 5–7 business days
  • Custom duties or import taxes paid by the customer are not refundable

Non-Returnable Items

The following items cannot be returned under any circumstances:

  • Clearance or final-sale items (clearly marked at checkout)
  • Gift cards or digital products
  • Items returned outside the 30-day window
  • Items that have been assembled, used, or damaged by the customer

Cancellations

Cancelling Before Shipment

If you'd like to cancel your order before it ships, contact us immediately at support@norvahome.store. We'll process your cancellation and issue a full refund of your payment within 2–3 business days.

Once an order has shipped, it must follow our standard return process.

Defective Products & Quality Guarantees

Norva's home décor is carefully sourced to ensure quality. If a product fails due to manufacturing defects within 90 days of purchase, we'll replace it or issue a full refund at no cost to you—including return shipping.

Defects covered include:

  • Structural failure or breakage under normal use
  • Manufacturing flaws (seams, welds, finishes)
  • Non-functional components (for lighting or mechanical items)
  • Materials that deteriorate prematurely

Defects not covered include normal wear, improper care, accidents, or modifications made by the customer.

Care & Maintenance

To help your Norva products last, we include care instructions with every order. Following these guidelines helps prevent issues and ensures your pieces maintain their beauty:

  • Clean gently with soft cloths
  • Avoid extreme temperature changes
  • Keep electrical items away from moisture
  • Use appropriate mounting hardware for wall art
  • Refer to product-specific instructions included in packaging

Products damaged by failure to follow care instructions are not covered under our quality guarantee.

Contact Us

Have questions about our return policy or need to initiate a return? We're here to help.

Email: support@norvahome.store
Response Time: We aim to respond to all inquiries within 2 business days
Hours: Monday–Friday, 9 AM–5 PM IST

Policy Changes

Norva reserves the right to update this return and refund policy at any time. Changes will be posted on this page with an updated "Last Updated" date. Your continued use of the Norva store constitutes acceptance of the current policy.