Terms of service

These terms of service apply between Norma Ltd (registered in England and Wales) and you, the customer. By placing an order you agree to these terms. The most recent version of these terms is always available at https://www.normamade.com/legal/terms.

1. Contract formation

A contract between you and us is formed when we send you a written order confirmation by email. The confirmation email constitutes our acceptance of your order.

Our product pages and catalogue are an invitation to treat, not an offer. We reserve the right to decline any order before acceptance, for example if a product is out of stock or we cannot verify payment. If we decline your order we will tell you in writing and issue a full refund of any charge taken.

2. Pricing and payment

All prices shown on our website include VAT at the applicable rate, unless you are a VAT-registered business purchasing under our B2B terms, in which case prices are shown exclusive of VAT and VAT is added at checkout.

We accept payment by credit card and debit card via Stripe. For approved credit accounts, Net 30 invoicing is available subject to our B2B terms.

We take payment at the time of order. If a pricing error occurs we will contact you before processing. You may cancel a mispriced order without charge.

3. Cancellation rights

If you are a consumer (an individual buying outside a trade or profession), you have a statutory right to cancel under the Consumer Contracts Regulations 2013.

For standard catalogue goods, you may cancel within 14 calendar days of receiving your order without giving a reason. To cancel, contact us at support@normamade.com before that deadline.

Personalised and bespoke goods are exempt. Under Regulation 28(1)(b) of the Consumer Contracts Regulations 2013, the cancellation right does not apply to goods made to the consumer's specification or clearly personalised. This includes any order where you have uploaded a custom design, added custom text, or requested a product configuration not offered as a standard catalogue item. These orders enter production on confirmation and cannot be cancelled.

If you cancel a standard goods order within the 14-day window we will refund the purchase price and standard delivery charge within 14 calendar days of receiving the returned goods or your evidence of return, whichever is earlier. You must return the goods at your own expense unless the goods are defective.

4. Returns and refunds

If goods arrive defective or damaged in transit, contact us within 30 days of delivery. We will offer a full refund to the original payment method, including return shipping at our cost.

Where goods develop a fault after 30 days but within 6 months of delivery, we will first attempt a repair or replacement. If that is not possible or does not resolve the issue, we will issue a refund. After 6 months you may still have statutory rights under the Consumer Rights Act 2015, and we will not unreasonably deny a valid claim.

Full details of the returns process are in our Returns and refunds policy.

5. Delivery

Estimated delivery times are shown at checkout and on each product page. These are estimates, not guarantees. Delays caused by the carrier, customs, or circumstances outside our control do not entitle you to cancel or claim compensation unless delivery is unreasonably delayed.

Risk in the goods passes to you on delivery. Title passes on full payment.

If no one is available to accept a delivery, the carrier will follow their standard redelivery process. We are not liable for losses arising from your failure to collect a parcel within the carrier's holding period.

6. Intellectual property

You retain full ownership of any artwork, logos, or designs you upload to our platform. By uploading a design you grant Norma Ltd a non-exclusive, royalty-free licence to print, reproduce, and manufacture the design solely to fulfil your order.

You warrant that you own or have a valid licence for all intellectual property in any designs you submit, and that your designs do not infringe any third-party rights. You indemnify Norma Ltd against any claims arising from a breach of this warranty.

Our website, brand, and software are owned by Norma Ltd. Nothing in these terms grants you any rights in our intellectual property.

7. Our liability

Nothing in these terms limits our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be limited by law.

Subject to the above, our total liability to you in connection with any order is limited to the value of that order. We are not liable for indirect or consequential losses, including lost profits, lost business, or reputational damage.

8. Dispute resolution

If you have a complaint, please contact us first at support@normamade.com. We aim to resolve complaints within 5 working days.

If we cannot resolve a dispute informally, UK consumers may refer the matter to the small claims track of the County Court. You may also use the EU Online Dispute Resolution platform at ec.europa.eu/consumers/odr if applicable.

9. Governing law

These terms are governed by the laws of England and Wales. Any dispute that cannot be resolved informally is subject to the exclusive jurisdiction of the courts of England and Wales, without prejudice to any mandatory consumer protections in your country of residence.

10. Changes to these terms

We may update these terms from time to time. Changes take effect when we post the updated terms on this page. Orders placed before the update are governed by the terms in force at the time of order confirmation.

11. Contact

Norma Ltd, London, England. Registered in England and Wales.

Email: support@normamade.com