Refund policy
RETURN AND REFUND POLICY
We hope you love your NØRA order. If something isn’t right, please contact us at hello@noragifts.co.uk and we’ll be happy to help.
RETURNS FOR NON-PERSONALISED ITEMS
For most non-personalised items bought online, you have the right to cancel your order within 14 days of receiving it, without giving a reason. After telling us you wish to cancel, you must return the item within a further 14 days.
To cancel, email hello@noragifts.co.uk with your order number and a clear statement that you wish to cancel. Please contact us before sending an item back so we can provide the return address and instructions.
You may handle an item as needed to inspect its nature, characteristics and function, as you would in a shop. If it has been handled beyond this and its value has been reduced, we may make a reasonable deduction from your refund.
RETURN POSTAGE
For eligible change-of-mind returns, you are responsible for arranging and paying for return postage. We recommend using a tracked service, as the item remains your responsibility until it reaches us.
If an item is faulty, damaged, incorrect or not as described, please contact us. Where a return is needed because of a fault or our error, NØRA will cover reasonable return postage costs.
PERSONALISED AND CUSTOM-MADE ITEMS
Items personalised or made to your specifications cannot normally be cancelled or returned simply because you have changed your mind.
Please check all names, dates, spelling, capitalisation and other personalisation details carefully before ordering. We will make the item using the information supplied at checkout and cannot accept responsibility for errors in details submitted by the customer.
If you need to change or cancel a personalised order, contact us as soon as possible at hello@noragifts.co.uk. We may be able to help if production has not started, but changes or cancellations cannot be guaranteed once personalisation has begun.
This does not affect your legal rights if an item is faulty, damaged, not as described or personalised incorrectly due to an error by NØRA.
DAMAGED, FAULTY OR INCORRECT ITEMS
Please inspect your order when it arrives. If it is damaged, faulty, incorrect or not as described, contact us at hello@noragifts.co.uk with your order number and, if possible, clear photographs of the item and packaging.
We will work with you to provide the remedy required by your statutory rights. Where a return is required because of a fault or our error, NØRA will cover reasonable return postage costs.
NATURAL MATERIALS
Many NØRA products are made from natural materials such as wood, cork, bamboo and marble. Variations in grain, colour and texture, and differences in engraving appearance, are natural characteristics of these materials. Product photographs are illustrative, and natural variations should be expected.
These variations do not affect your rights if an item is faulty or does not match its description.
ITEMS THAT CANNOT NORMALLY BE RETURNED FOR CHANGE OF MIND
Unless an item is faulty or the law requires otherwise, change-of-mind cancellation rights do not apply to:
• Items personalised or made to the customer’s specifications
• Gift cards
• Sealed products unsuitable for return for health or hygiene reasons once unsealed
REFUNDS
We will issue an approved refund to the original payment method. For eligible cancellations, we will also refund the cost of standard delivery. If you chose a more expensive delivery option, we only need to refund the cost of standard delivery.
We will process your refund within 14 days of receiving the returned item or, if earlier, receiving evidence that you have sent it back.
Your bank or card provider may need additional time to show the refund in your account.
EXCHANGES
We do not currently offer direct exchanges. For an eligible non-personalised item, please contact us to arrange a return and place a new order for the product you prefer.
CONTACT US
For questions about a return, cancellation or refund, contact:
NØRA
Email: hello@noragifts.co.uk
Website: www.noragifts.co.uk
Nothing in this policy limits or excludes your statutory rights under UK consumer law.