Returns & Refunds Policy

Last updated: 19 September 2026

At NorvaPaws, we want you to be happy with your purchase. This policy explains how returns, cancellations and refunds work when you purchase products from our online store.

1. Our 30-Day Return Policy

In addition to your statutory consumer rights, NorvaPaws offers a 30-day return period for eligible products.

You may request a return within 30 days of receiving your order.

To request a return, please contact us first at:

Email: NorvaPaws@gmail.com

Please do not send any product back before contacting us. We will review your request and provide you with the appropriate return instructions, including the correct return address where applicable.

Important: Our business address is not a returns address

Our public business address is:

NorvaPaws
Suite RA01
195-197 Wood Street
London
E17 3NU
United Kingdom

This is a virtual business/trading and correspondence address. It is NOT a product returns address.

Please do not send products, parcels, merchandise or returns to this address. Any products sent to this address without our written instructions may not be accepted or processed as a return.

You must contact NorvaPaws@gmail.com before sending anything back so that we can provide the correct return instructions and return address.

2. Eligibility for Our 30-Day Returns

Where a return is requested under our additional 30-day return policy, the product should be returned in a condition that allows it to be resold.

Where reasonably possible, please return the product:

• in its original packaging;

• with any tags or labels still attached;

• unused and in a resalable condition; and

• with proof of purchase or your order details.

However, these conditions do not remove or restrict any statutory rights you may have under UK consumer law.

For example, where you are exercising your statutory right to cancel an online purchase, you are generally allowed to handle the goods as you would in a shop to establish their nature, characteristics and functioning. You may be responsible for any diminished value caused by handling beyond what is reasonably necessary for this purpose.

3. Statutory 14-Day Cancellation Right

If you are a UK consumer purchasing goods online, you generally have a statutory right to cancel your order within 14 days of receiving the goods, without having to give a reason, subject to legal exceptions.

After telling us that you wish to cancel, you generally have a further 14 days to return the goods.

Certain products may be excluded from the statutory cancellation right where permitted by law, including certain personalised or custom-made goods, perishable goods, and certain sealed goods that cannot be returned for health or hygiene reasons once opened.

Our 30-day return policy is an additional customer benefit and does not replace or reduce your statutory rights.

4. How to Request a Return

To request a return, email:

NorvaPaws@gmail.com

Please include:

• your name;

• order number;

• the product you wish to return;

• the reason for the return, if applicable; and

• photographs where the product is damaged, defective or incorrect.

We will then provide the appropriate instructions for your return.

Do not send a return to our business address unless we have specifically instructed you in writing to do so.

5. Return Shipping

For returns made under our voluntary 30-day return policy because you have changed your mind, you may be responsible for the reasonable cost of returning the product unless we state otherwise.

Where a product is faulty, damaged, incorrect, not as described or otherwise covered by your statutory consumer rights, we will deal with the return and any applicable return costs in accordance with your legal rights. UK consumer law provides protections where goods are faulty, not as described or not fit for purpose.

For statutory cancellations, the cost of standard delivery must generally be refunded. Where you selected a more expensive delivery option, we are generally only required to refund the cost of the standard delivery option.

6. Damaged, Defective or Incorrect Items

Please inspect your order when you receive it.

If your product:

• arrives damaged;

• is defective;

• is not what you ordered; or

• does not match its description,

please contact us at NorvaPaws@gmail.com as soon as reasonably possible.

Please provide your order number and, where appropriate, photographs of the issue so that we can assess the problem and provide an appropriate remedy.

Your statutory consumer rights are not affected by this policy.

7. Non-Returnable Products

Some products may be excluded from cancellation or return rights where permitted by law.

Depending on the product, this may include:

• personalised or custom-made products;

• products that are liable to deteriorate or expire rapidly;

• certain sealed products that cannot be returned for health or hygiene reasons once opened; and

• other products specifically excluded by applicable consumer law.

If a product is excluded from a statutory cancellation right, this will be made clear where applicable.

We will not use a “sale item” or “gift card” exclusion to remove statutory rights that cannot legally be excluded.

8. Exchanges

We do not generally offer direct exchanges.

If you would like a different product or variant, you may need to return the original product in accordance with this policy and place a new order.

This does not affect any statutory rights you may have if the original product is faulty, incorrect or otherwise does not conform to the contract.

9. Refunds

Once we receive and inspect an eligible return, we will notify you whether the refund has been approved.

Where a refund is due, it will normally be issued to the original payment method.

For statutory cancellations, refunds must generally be made within 14 days of the relevant legal trigger, including receiving the returned goods or, where applicable, receiving evidence that the goods have been sent back.

Please note that your bank or payment provider may take additional time to process the refund after we have issued it.

Where permitted by law, a refund may take account of any reduction in the value of goods caused by handling beyond what is reasonably necessary to establish their nature, characteristics and functioning.

10. Questions About Returns

If you have any questions about returns, cancellations or refunds, please contact:

NorvaPaws
Email: NorvaPaws@gmail.com

Please remember:

Do not send returns to our business address. Contact us by email first and we will provide the correct return instructions and address.

Your statutory consumer rights remain unaffected by this policy.