Refund & Returns Policy

At Norhaven Home, we aim to provide a simple and hassle-free returns experience for all our customers.

30-Day Easy Returns

We offer a 30-day return policy, meaning you have 30 days from the date you receive your item to request a return. To be eligible for a return, your item must be unused and in the same condition that you received it, in its original packaging, and accompanied by your order number or proof of purchase.

How to Start a Return

To initiate a return, please visit our Returns Centre. If your return is approved, we will provide you with the return instructions and the correct return address.

Please note: items sent back without first requesting a return through our Returns Portal will not be accepted.

Return Shipping Costs

Customers are responsible for return shipping costs unless the item is defective, damaged, or incorrect.

Damaged, Faulty or Incorrect Items

Please inspect your order upon delivery. If your item is defective, damaged, faulty, or incorrect, contact us immediately so we can assess the issue and resolve it as quickly as possible.

To help us investigate your claim, we may ask you to provide photographs of the item, the packaging, and any visible damage.

Non-Returnable Items

Some items may not be eligible for return due to hygiene, health, or usage reasons. This may include personalised products, personal care items, hazardous materials, gift cards, or other products that cannot be resold once opened or used.

If you are unsure whether your item is eligible for return, please contact us before making a return request.

Sale Items

Unless an item is faulty, damaged, or not as described, products purchased during promotional sales or clearance events are not eligible for return or refund.

This does not affect your statutory rights under UK consumer law.

Exchanges

We do not currently offer direct exchanges.

The quickest way to receive a different item is to return your original purchase through our Returns Portal and place a new order once your return has been approved.

Refunds

Once we receive and inspect your return, we will notify you whether your refund has been approved. If approved, refunds will be issued to your original payment method and are processed within 10 business days.

Please note that it may take additional time for your bank or card provider to process and reflect the refund.

If more than 15 business days have passed since your refund was approved, please contact us.

Contact Us

If you have any questions about returns or refunds, please contact us:

Address: 56 Old Tovil Road Maidstone ME15 6QF

Email: info@norhavenhome.com

Customer Service Hours: Monday-Friday, 9:00AM - 5:00PM (GMT)

Response Time: We aim to reply within 1-2 business days