Return & Refund Policy
Effective Date: March 26, 2026
Thank you for shopping with NORVANEAE. We want you to be satisfied with your purchase. This Return & Refund Policy explains the conditions under which returns, refunds, and exchanges may be accepted.
1. Company Information
NORVANEAE LTD
Company Number: 17110998
Registered Office: Unit 82A James Carter Road, Mildenhall, Bury St. Edmunds, England, IP28 7DE
Email: support@norvaneae.com
2. Return Eligibility
You may request a return within 14 days of receiving your order.
To be eligible for a return, the item must be unused, unworn, unwashed, and in its original condition, with all tags attached and original packaging included where applicable.
We reserve the right to refuse returns that do not meet these conditions.
3. Non-Returnable Items
The following items are generally not eligible for return:
items that have been worn, washed, damaged, or altered after delivery
items returned without original tags or packaging where applicable
items marked as final sale or non-returnable at the time of purchase
gift cards
personalized or custom-made items, if applicable
intimate or hygiene-related items, if applicable
4. Return Request Process
To request a return, please contact us at support@norvaneae.com within 14 days of receiving your order.
Please include the following information in your email:
your full name
your order number
the email address used for the order
the reason for the return
photos of the item if it is damaged, defective, or incorrect
Once your request is reviewed and approved, we will provide return instructions.
Please do not send items back without contacting us first.
5. Return Shipping Costs
Unless the item is defective, damaged, or incorrect, the customer is responsible for the return shipping cost.
Original shipping charges are non-refundable unless otherwise required by law or unless the return is due to our error.
We recommend using a tracked shipping method, as we are not responsible for returned parcels lost in transit.
6. Damaged, Defective, or Incorrect Items
If you receive an item that is damaged, defective, or incorrect, please contact us within 7 days of delivery at support@norvaneae.com.
Please provide your order number and clear photos showing the issue.
If the issue is confirmed, we may offer a replacement, refund, or other appropriate resolution.
7. Refunds
Once your returned item is received and inspected, we will notify you of the outcome of your refund request.
If approved, your refund will be issued to the original payment method.
Please allow a reasonable processing time for the refund to appear in your account, as processing times may vary depending on your payment provider or bank.
8. Late or Missing Refunds
If you have not received your refund after it has been approved and processed, please first check your bank account again and contact your card issuer or payment provider, as it may take some time before the refund is officially posted.
If you still have not received your refund after doing so, please contact us at support@norvaneae.com.
9. Exchanges
We only replace items if they are defective, damaged, or if the wrong item was sent.
If you need an exchange, please contact us at support@norvaneae.com with your order details and photos where applicable.
10. Order Cancellation
Orders may only be cancelled before they have been processed or shipped.
If you would like to cancel your order, please contact us as soon as possible at support@norvaneae.com.
If your order has already been processed or dispatched, cancellation may no longer be possible, and you may need to wait until delivery and then request a return in accordance with this policy.
11. Refused Deliveries and Unclaimed Parcels
If a parcel is refused by the customer or remains unclaimed and is returned to us, we reserve the right to deduct any return shipping fees, handling fees, or other costs incurred from any refund, where permitted by law.
12. Contact Us
If you have any questions about this Return & Refund Policy or would like to request a return, please contact us at:
NORVANEAE LTD
Unit 82A James Carter Road
Mildenhall, Bury St. Edmunds
England, IP28 7DE
Email: support@norvaneae.com
