Refund policy

Returns, Refunds & Cancellations

Last updated: 2 October 2026.

30-day returns

You may request a return within 30 calendar days after receiving your order. Email hello@norwelluk.shop with your order number and the item you wish to return. A reason is helpful but is not required to exercise a cancellation right. We will provide the return destination and arrange a prepaid return method or cover the reasonable return shipping cost. Norwell pays return shipping, including for change-of-mind returns. There is no restocking fee.

For voluntary change-of-mind returns beyond the statutory cancellation period, items should be unused, with tags and original packaging where reasonably available. These conditions do not restrict statutory rights or claims for faulty, damaged or misdescribed goods. Do not ship a return to the registered business address unless we instruct you to do so. Our instructions are for arranging the return and do not make a valid statutory cancellation dependent on approval.

UK statutory cancellation rights

For eligible online purchases, you have the right to notify us that you wish to cancel within 14 calendar days after delivery, without giving a reason. You then have a further 14 calendar days to send the goods back. You may inspect goods as you would in a shop; where legally permitted, a deduction may apply for loss in value caused by handling beyond what is necessary to establish their nature, characteristics and functioning. Statutory rights take priority over any more restrictive voluntary return conditions.

Refunds

Refunds are issued to the original payment method. For an eligible cancellation, we will refund without undue delay and within 14 calendar days after receiving the returned goods or evidence that they have been sent back, whichever is earlier. We may withhold the refund until we receive the goods or that evidence. A cancelled order that has not been dispatched will be refunded within 14 calendar days of cancellation. Eligible refunds include the price paid and the standard outbound delivery charge, if any; our UK standard delivery is free. Your bank or payment provider may take additional time to show the credit. If a refund is not visible, contact us so we can check its status.

Faulty, damaged, incorrect or misdescribed items

Contact us as soon as you identify an issue, with your order number and a description. Photos may help our investigation but do not remove your rights. We cover reasonable return costs and provide the refund, replacement or other remedy required by applicable law. UK consumers generally have a 30-day short-term right to reject faulty goods, and may have further repair, replacement or refund rights afterwards. The end of our voluntary 30-day window does not end statutory rights.

Cancelling before dispatch

Email us promptly if you wish to cancel or change your order. If it has not been dispatched, we will cancel it and refund the payment. If it has already been dispatched, use the return process above. No cancellation fee applies.

Exchanges

Contact us if you need a different size or item. We can explain available options; an exchange depends on stock availability and does not limit your refund rights.

Optional cancellation notice

You can email the following information, or use any other clear statement: “To Norwell, hello@norwelluk.shop: I give notice that I cancel my contract for the following goods: [items]. Ordered on / received on: [date]. Order number: [number]. Name: [name]. Address: [address]. Date: [date].”

Questions and complaints

Norwell (norwelluk.shop) is operated by 65.125.491 MARIA GABRIELA DOS SANTOS LIMA, an individual entrepreneur registered in Brazil, CNPJ 65.125.491/0001-42. Registered address: R 1 Unidade 203, No. 5, Parque Atheneu, Goiânia, Goiás, 74890-030, Brazil. Email: hello@norwelluk.shop. Telephone: +55 62 9701-2976 (international charges may apply).