These terms govern your use of Norma and any order you place with us. Please read them before ordering.
These terms of service apply between Creative Club Grp Limited (registered in England and Wales, company number 12559468), trading as Norma, 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.
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.
Prices are shown excluding VAT for business customers. VAT is added at checkout. You can show prices including VAT, labelled "inc VAT", with the "Show prices" switch in the site footer. Company store and quote prices are always shown excluding VAT.
Before you pay, the checkout shows the subtotal, the VAT and the total including VAT, and the order confirmation and invoice show the VAT too. The VAT follows the rules for your delivery address, so an order delivered outside the UK may carry a different rate or none. How prices are shown does not change what you pay. Businesses can request a VAT invoice.
We accept payment by credit card and debit card via Stripe. For approved business accounts, Net 30 invoicing is available. Contact hello@normamade.com to apply. Late payment carries interest at 8% per annum above the Bank of England base rate under the Late Payment of Commercial Debts (Interest) Act 1998.
Business buyers do not benefit from the 14-day cooling-off period in section 3 below. Personalised or custom goods cannot be cancelled once production has started, whether the buyer is a consumer or a business.
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.
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 hello@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.
You may cancel a personalised order for a full refund if you contact us before we have started production. Once production has started, the order cannot be cancelled or refunded, because the goods are made to your specification and personalised to you, and so cannot be resold.
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.
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.
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.
You retain full ownership of any artwork, logos, or designs you upload to our platform. By uploading a design you grant Creative Club Grp Limited 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 Creative Club Grp Limited against any claims arising from a breach of this warranty.
Our website, brand, and software are owned by Creative Club Grp Limited. Nothing in these terms grants you any rights in our intellectual property.
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.
If you have a complaint, please contact us first at hello@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.
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.
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.
Creative Club Grp Limited, registered in England and Wales, company number 12559468. Registered office: Moy Road Industrial Estate, Taffs Well, Cardiff, CF15 7QR. VAT registration number GB348308685.
Email: hello@normamade.com
Some companies run a store on Norma to sell their branded goods to the public. When you buy goods from one of these stores, the company that owns the store is the seller. The store page, the checkout and your dispatch email name the seller.
The seller takes your payment through its own payment account, issues your VAT receipt, and handles returns, refunds and chargebacks for the goods. Your contract for the goods is with the seller, and your statutory rights for the goods are against the seller.
Norma sells the delivery of your order. Where the company keeps its stock with us, we also sell the company the storage of that stock. Your receipt shows this as “Shipping sold by Norma”. Questions about delivery come to us at hello@normamade.com.
For anything about the goods, a return or a refund, contact the seller. If you cannot reach the seller, email us and we will pass your message on. Sections 1 to 11 apply to orders placed with Norma, and to the delivery we provide on a company store order. The help article on buying from a company store explains the steps.
Prices are shown excluding VAT for business customers. VAT is added at checkout.
© 2026 Norma is a trading name of Creative Club Grp Limited. Registered in England and Wales, company number 12559468. VAT number GB348308685. Registered office: Moy Road Industrial Estate, Taffs Well, Cardiff, CF15 7QR.
