Refund policy

Last updated: 30 September 2026

We want you to be completely happy with your Norvalia order. If something is not right, you can return it within 30 days of delivery – for any reason, including a change of mind. This policy sits alongside, and does not affect, your statutory rights as a UK consumer.

1. At a Glance

What	Our policy
Time to request a return	30 days from the date of delivery
Reasons accepted	Any reason, including change of mind
Cost of returning	Free – we cover return shipping in every case
How items come back	Small items: free prepaid tracked label sent by email. Garden buildings: free collection from your address
Exchanges	Available within 30 days on unused items, subject to stock – free for an item of equal or lower value
Refund time	Within 10 days of your return being approved
Refund method	The original payment method used at checkout

2. Is My Item Eligible?

To receive a full refund, your return must meet all of the following conditions:

• The return is requested within 30 days of delivery.

• The item is unused, unassembled and in the same condition as when it was delivered.

• It is in its original packaging, with all protective materials, panels, fittings, hardware and instructions.

• You can provide your order number or dispatch email as proof of purchase.

• The item is sent back, or made available for collection, within 30 days of your return being authorised.

Items we cannot accept for return

• Items that have been assembled, installed, modified, or show signs of use or weathering.

• Items with missing parts or without their original packaging.

• Gift cards.

• Made-to-order or bespoke items (unless faulty or damaged), where this is stated on the product page.

• Items returned more than 30 days after delivery without our prior agreement, or sent back without a return authorisation.

Returned items that show use, assembly, weathering, damage after delivery, missing parts or missing packaging may be refused or given a partial refund.

3. How to Return an Item

1. Contact us. Email contact@norvalia.shop or call +447552478089 within 30 days of delivery with your order number and the reason for your return. We usually confirm your return authorisation within 24 business hours. Please do not send anything back before you receive this authorisation.

2. Receive your return instructions. For small items (such as raised planters), we email you a free prepaid tracked returns label. For garden buildings and other large items, we arrange a free collection by our delivery partner and agree a collection date with you.

3. Pack your item. Repack the item securely in its original packaging with every component. For garden buildings, keep all panels, fittings and hardware together, ready for kerbside collection.

4. Send it back. Drop off your parcel using the label within 30 days of authorisation, or have your garden building ready on the agreed collection date.

5. Inspection and refund. We inspect every return when it arrives and usually confirm approval by email within 2 business days. Approved refunds are then issued within 10 days.

4. Damaged, Faulty or Incorrect Items

Problem	What to do	How we put it right
Damaged in transit	Check your delivery on arrival and contact us within 48 hours with your order number and clear photos.	Free replacement parts or product, or a full refund – your choice.
Faulty on arrival	Contact us within 48 hours of delivery with photos.	We send a replacement or refund you. You never pay return postage.
Wrong item received	Contact us within 48 hours of delivery.	We collect or send a free label for the wrong item and send the correct one at no cost, or give a full refund.
Missing parts	Check all dispatch emails, then contact us within 48 hours.	We send the missing parts free of charge or issue a partial refund.

5. Lost and Late Orders

• Lost parcel: if tracking has not updated for 5 business days, or your order has not arrived 10 business days after dispatch and the carrier confirms it is lost, we send a free replacement or issue a full refund.

• Late order: if your order has not arrived within the estimated 3–7 business days, contact us and we will investigate with the carrier. If the delay is unreasonable, you can cancel for a full refund.

6. Exchanges

You can exchange an unused, unassembled item in its original packaging within 30 days of delivery, subject to availability. Swapping for a different size, colour or model of equal or lower value is free. If the new item costs more, we will ask you to pay the difference. If the replacement is unavailable, we will refund you instead.

7. Your Refund

Payment method	Refund time	Where the money goes
Credit or debit card	Within 10 days of approval	The card used at checkout
Apple Pay / Google Pay	Within 10 days of approval	The card linked to your wallet

Refunds are always made to the original payment method. We cannot refund in cash or to a different card. Your bank or card issuer may take a few extra business days to show the refund on your statement.

8. Where to Send Returns

Please send items only to the address shown on your return label or in your return authorisation email. Our business address is Norvalia, 74 North Western Street, Manchester M12 6DX, United Kingdom (correspondence address only – not a shop or showroom). Items should not be dropped off there in person.

9. Need Help With a Return?

You can reach our customer service team using the details below. We usually reply within 24 hours on business days.

• Email: contact@norvalia.shop

• Phone: +447552478089

• Opening hours: Monday to Friday, 9:00 AM – 6:00 PM (UK time)

• Business address: Norvalia, 74 North Western Street, Manchester M12 6DX, United Kingdom (correspondence address only – not a shop or showroom)