Refund policy
Return & Refund Policy
Return & Refund Policy
At Norvexa Home, we want you to shop with confidence. If you are not completely satisfied with your purchase, we're here to help.
1. Your Right to Cancel
Under the Consumer Contracts Regulations 2013, customers in the United Kingdom have the right to cancel their order within 14 calendar days of receiving their goods without providing a reason.
To exercise your right to cancel, please contact us at:
Email: support@norvexahome.co.uk
Once your cancellation request has been confirmed, you must return the item within 14 days.
2. Return Conditions
To be eligible for a return, the item must:
- Be unused and in its original condition;
- Include all original packaging, accessories and documentation;
- Not show signs of wear, misuse or damage caused by the customer;
- Be returned securely packaged.
For hygiene reasons, certain products may not be eligible for return once opened, unless they are faulty or not as described.
3. Faulty, Damaged or Incorrect Items
If your order arrives:
- damaged;
- defective;
- incomplete; or
- different from what you ordered,
please contact us within 30 days of delivery.
Where appropriate, we may request photographs to help assess the issue.
If the product is confirmed to be faulty, we will offer one of the following, in accordance with the Consumer Rights Act 2015:
- a replacement;
- a repair (where applicable); or
- a full refund.
4. Refunds
Once your returned item has been received and inspected, we will notify you of the outcome.
Approved refunds will be processed to the original payment method within 5–10 business days.
Please note that your payment provider may require additional time before the refund appears on your account.
5. Return Shipping Costs
If you are returning an item because you changed your mind, you are responsible for the return shipping costs.
If the item is faulty, damaged, or supplied in error, Norvexa Home will cover all reasonable return shipping costs.
6. Non-Returnable Items
The following items cannot be returned unless faulty or incorrectly supplied:
- Personal care or hygiene products that have been opened;
- Gift cards;
- Custom-made or personalised products;
- Items that have been used beyond what is necessary to inspect them.
7. Late or Missing Refunds
If you have not received your refund after 10 business days:
- Check your bank account again;
- Contact your card issuer or payment provider;
- If the refund is still not visible, please contact us at:
8. Exchanges
We replace items only if they are defective, damaged or incorrect.
If you require an exchange, please contact our customer support team before returning the item.
9. Consumer Rights
Nothing in this Return & Refund Policy affects your statutory rights under UK consumer protection law, including your rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.
10. Contact Us
If you have any questions regarding returns or refunds, please contact:
Norvexa Home
Email: support@norvexahome.co.uk