Returns and refunds

Standard goods (non-personalised)

If you are a consumer purchasing standard catalogue goods that have not been personalised or customised, you have a statutory right to return the item within 14 calendar days of delivery under the Consumer Contracts Regulations 2013.

The item must be unused, undamaged, and returned in its original packaging. Return shipping costs for change-of-mind returns are your responsibility. We will refund the item price and the original standard delivery charge within 3 to 5 working days of receiving the returned goods.

Personalised and custom goods

Personalised and customised goods are exempt from the statutory cancellation right under Regulation 28(1)(b) of the Consumer Contracts Regulations 2013. Once we print or embroider an item to your design, it cannot be resold or reused, so we cannot accept a return or exchange unless the item is defective.

If you have uploaded a custom design, added custom text, or ordered a configuration made to your specification, the item is non-returnable except where it arrives defective, damaged in transit, or not as ordered. This applies to the majority of Norma orders, which are produced specifically to your design. If you are unsure about fit or fabric, order a sample kit first, since a customised order cannot be returned for a change of mind.

Defective goods

If your order arrives defective, damaged in transit, or is a printing error, we will put it right at our cost. Tell us within 14 days of delivery and we will reissue the item as a priority reprint, no return needed if we can confirm the fault from your photos. This 14-day reprint promise sits on top of, and never reduces, your statutory rights below.

• Within 30 days of delivery: you are entitled to a full refund to the original payment method, or a free replacement at your choice.
• 30 days to 6 months after delivery: we will repair or replace the item first. If repair or replacement is not possible or does not resolve the issue, we will issue a full refund.
• After 6 months: you may still have rights under the Consumer Rights Act 2015. Contact us and we will assess your claim.

We cover return shipping costs for all defective items. You do not need to return defective goods if we agree the defect from your photographs.

How to start a return

1. Email hello@normamade.com with your order number and a clear description of the issue. If the item is defective, please attach photos showing the defect.
2. We will acknowledge your request within 1 working day and confirm whether a return is required or whether we can resolve the issue from your photos.
3. If a return is required, we will send a prepaid return shipping label (for defective items) or advise on return postage (for change-of-mind returns on standard goods).
4. Once we receive and inspect the goods, we will process your refund or dispatch a replacement within 3 to 5 working days. Refunds are issued to the original payment method.

Refund timeline

Refunds are processed within 3 to 5 working days of us receiving the returned goods, or within 3 to 5 working days of us accepting a defect claim that does not require a physical return. Your bank or card issuer may take a further 2 to 5 working days to credit your account.

Bulk and B2B orders

The consumer return rights described above apply to B2C purchases only. Business buyers should contact their account manager or email hello@normamade.com for assistance with bulk order issues. Business buyers do not have a right to return goods for reasons other than defect or non-conformity, and must notify us within 7 working days of delivery.

Statutory rights

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or any other applicable consumer protection legislation.