Refund policy

Last updated: May 31, 2026

At Norva, we want you to feel confident when shopping with us. This Returns & Refunds Policy explains how returns, cancellations, refunds and exchanges are handled for purchases made through our website, bynorva.com.

Norva is operated by 50.981.685 TAUANY DA COSTA SCHUANTZ, a business registered in Brazil under CNPJ 50.981.685/0001-72.

1. Your Right to Cancel

If you are a consumer purchasing online, you have the right to cancel your order within 14 days of receiving your item, without giving any reason.

After notifying us that you wish to cancel, you have a further 14 days to return the item to us.

To request a cancellation or return, please contact us at:

Email: support@bynorva.com

UK Customer Support: +44 20 3918 3610

Our customer support hours are Monday to Friday, from 10:00AM to 6:00PM (GMT/BST). We are closed on Saturdays and Sundays.

2. 30-Day Return Policy

In addition to your statutory cancellation rights, Norva offers a 30-day return policy from the date your order is delivered.

To be eligible for a return, your item must be:

In the same condition that you received it;
Unused or only tried on carefully, as you would in a physical shop;
Unwashed, undamaged and free from signs of wear;
Returned with the original packaging, tags and accessories, where applicable;
Accompanied by proof of purchase, such as your order confirmation or receipt.

Items that show signs of use, damage, washing, odour, stains, missing parts or misuse may not be accepted for a full refund.

3. How to Start a Return

To start a return, please email us at support@bynorva.com with the following information:

Your full name;
Your order number;
The item you wish to return;
The reason for the return;
Photos of the item, if it arrived damaged, defective or incorrect.

Please do not send your item back before contacting us. Returns sent without prior authorisation may not be accepted.

Once your return request is reviewed and approved, Norva will provide return instructions by email.

4. Return Shipping Costs

For approved returns, return shipping costs are covered by Norva.

Customers should not pay return shipping costs for an approved return unless Norva has provided different written instructions in advance.

Please do not send any product back before receiving return authorisation and return instructions from our support team.

If a return is required, Norva will provide the applicable return instructions or return shipping method by email.

Returns sent without prior authorisation may not be accepted or reimbursed.

5. Refunds

Once we receive and inspect your returned item, we will notify you by email whether your refund has been approved.

If approved, your refund will be issued to your original payment method. Refunds are processed within 14 days of receiving the returned item.

Please note that your bank, card provider or payment processor may take additional time to make the funds available in your account.

6. Delivery Fees

Norva currently offers free standard shipping for orders delivered to the United Kingdom.

If you cancel your order within your statutory cancellation period, we will refund the cost of standard delivery if you paid for it.

If you selected a more expensive delivery option, only the cost of standard delivery will be refunded unless otherwise required by applicable law.

Additional shipping upgrades, priority processing fees or optional services may not be refundable unless required by applicable law.

7. Damaged, Defective or Incorrect Items

Please inspect your order as soon as it arrives. If your item is damaged, defective or incorrect, contact us at support@bynorva.com as soon as possible, including your order number and clear photos of the issue.

We will review the case and, where appropriate, offer a replacement, exchange, refund or other suitable resolution.

If a return is required for a damaged, defective or incorrect item, Norva will cover the return shipping costs.

You may be asked to return the item before a refund or replacement is issued.

8. Exchanges

We accept exchanges when stock is available. If you would like to exchange an item for a different size, colour or product, please contact us at support@bynorva.com.

If the requested replacement item is unavailable, we may offer a refund or store credit, depending on your preference and the circumstances of the return.

For approved exchanges, return shipping costs are covered by Norva.

9. Non-Returnable Items

Certain items may not be eligible for return unless they are faulty, damaged or incorrect. These may include:

Items that have been used, washed, damaged or altered;
Items without original packaging or tags, where applicable;
Personalised or custom-made items;
Hygiene-sensitive items where the seal has been removed;
Gift cards or digital products, if applicable.

10. Order Cancellations Before Dispatch

If you wish to cancel your order before it has been dispatched, please contact us as soon as possible at support@bynorva.com.

We will do our best to help, but we cannot guarantee cancellations once an order has already been processed or dispatched.

If your order has already been dispatched, you may need to wait until it is delivered and then follow our return process.

11. Refused Deliveries and Failed Delivery Attempts

If a delivery is refused by the customer, not collected, or returned due to incorrect or incomplete delivery information provided at checkout, any additional shipping, return or resending costs may be deducted from the refund, where permitted by law.

Please ensure that your delivery address and contact details are complete and accurate before placing your order.

12. International Fulfilment and Returns

Norva works with trusted international suppliers, fulfilment partners and logistics providers to process customer orders.

Orders are not shipped from Brazil.

Depending on product availability and logistics arrangements, products may be dispatched directly from our international supplier and fulfilment partners.

Return instructions may vary depending on the product, return reason and logistics partner. Customers should always wait for our written return instructions before sending any item back.