Refund policy

Refund & Returns Policy

Last updated: [DATE]

Thank you for shopping with NORI. We want you to be completely satisfied with your purchase. This policy sets out your rights to return goods and obtain a refund, in line with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015.

This policy applies to customers within the United Kingdom and the European Union. For international customers, statutory rights under your local law continue to apply.

1. Your right to cancel (14-day cooling-off period)

Under UK law, you have the right to cancel your order within 14 calendar days of receiving your goods, without giving any reason. The 14-day period starts the day after the day you (or someone you nominated) receive the last item in your order.

To exercise this right, you must inform us of your decision to cancel by a clear statement (for example, an email to [SUPPORT EMAIL]) before the cancellation period expires. You may use the cancellation form below, but it is not obligatory.

Model cancellation notice To: NORI — [SUPPORT EMAIL] I hereby give notice that I cancel my contract of sale for the following goods: [order number, product, quantity] Ordered on: [date] Received on: [date] Name: [your name] Address: [your address] Signature (only if notice is on paper): _____ Date: _____

2. Extended return window

In addition to the 14-day statutory cooling-off period, NORI offers an extended return window: you may return unworn, unwashed items in their original condition within 30 calendar days of delivery for a full refund of the product price.

3. Condition of returned items

To be eligible for return, items must be:

  • Unworn, unwashed and in original condition
  • With all tags and labels attached
  • In the original packaging where possible
  • Not part of a Final Sale or "Last Chance" collection (these items are clearly marked as non-returnable at the point of purchase)

The following items are non-returnable for hygiene reasons and cannot be refunded unless faulty: underwear, socks, swimwear with the hygiene strip removed, and pierced jewellery.

4. How to return your order

  1. Email [SUPPORT EMAIL] with your order number and the items you wish to return. We will reply within 1 business day with a return authorisation and the return address.
  2. Pack the items securely in their original packaging where possible.
  3. Send the parcel using a tracked service. The cost of return shipping is the customer's responsibility unless the item is faulty, damaged or incorrectly supplied.
  4. Once we receive and inspect the return, we will issue your refund within 14 days of receiving the returned goods, to the original payment method.

We strongly recommend using a tracked and insured shipping service. NORI is not responsible for items lost in return transit.

5. Refunds

Refunds are processed to the original payment method (the card or wallet used at checkout) within 14 calendar days of us receiving the returned items, or evidence that you have sent them, whichever is sooner. Depending on your bank or card issuer, the funds may take an additional 3–5 business days to appear on your statement.

We will refund the price you paid for the goods. The original outbound delivery charge is refunded for full-order cancellations within the 14-day statutory window, except for any premium delivery option you selected above our standard service.

6. Faulty, damaged or incorrect items

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. If your item is faulty, damaged on arrival, or different from what you ordered:

  • Within 30 days of delivery, you are entitled to a full refund.
  • Within 6 months of delivery, you are entitled to a repair, replacement or refund. After one failed attempt at repair or replacement, you are entitled to a full refund.
  • After 6 months, the same rights apply but you may be asked to demonstrate that the fault was present at the time of delivery.

Please email [SUPPORT EMAIL] with photographs of the issue and your order number. We will arrange a prepaid return label at our cost and process your refund or replacement promptly.

7. Order cancellations before dispatch

If you wish to cancel an order before it has been dispatched, email [SUPPORT EMAIL] as soon as possible. We process orders quickly, but where dispatch has not yet occurred we will cancel the order and refund in full.

8. Late or missing refunds

If you have not received a refund within the timeframe described above, please:

  1. Check your bank account again.
  2. Contact your card issuer — there is often processing time before refunds appear.
  3. Contact your bank.

If you have done all of the above and still have not received your refund, please email [SUPPORT EMAIL].

9. Contact

NORI — operated by [COMPANY NAME] LTD Companies House registration number: [COMPANY NUMBER] Registered address: [REGISTERED ADDRESS, UK] Customer support: [SUPPORT EMAIL] Response time: within 1 business day.

This policy does not affect your statutory rights as a consumer.