Refund policy

    At Norvik, your satisfaction is our priority. This website is owned and operated by Smoothcart Limited, a company registered in the United Kingdom. We comply with applicable United Kingdom consumer protection laws.

    Norvik is operating under Smoothcart Limited (UK).

    Contact Information

    Email: support.norvik1@gmail.com

    Customer Support Hours:

    • Mon–Fri: 9:00 am–6:00 pm
    • Sat–Sun: 9:00 am–2:00 pm

    1. Return Timeframes

    • 30-Day Return Window: You may request a return within 30 days from the date you receive your order, subject to the exclusions and conditions outlined in this policy.
    • 24–48 Hour Reporting Window: If your order arrives damaged, incorrect, or with missing items, you must notify us within 24 to 48 hours of delivery to qualify for a full refund or replacement.

    2. Customised and Personalised Products

    Customised, personalised, made-to-order, or specially modified products are not eligible for return, exchange, or refund, unless the product arrives damaged, defective, incorrect, or materially different from what was ordered.

    Because customised products are made specifically according to the customer's requested specifications, we are generally unable to resell them.

    Please carefully review all personalisation details, specifications, measurements, names, text, images, colours, and other information provided when placing an order. Once production of a customised product has begun, changes or cancellations may not be possible.

    If a customised product arrives damaged, defective, incorrect, or does not match the specifications confirmed in your order, please contact us within 24 to 48 hours of delivery and provide your Order ID and clear photos or other relevant evidence. 

    3. Condition of Returned Items

    For products that are eligible for return, we only accept returns that meet the following conditions:

    • Unused and unworn
    • Undamaged and in resalable condition
    • Returned with original packaging, labels, and accessories

    We reserve the right to refuse or reduce a refund where returned items are found to have been:

    • Used or damaged due to customer handling
    • Returned in an unusable condition

    Partial refunds may be issued in cases where:

    • Original packaging is missing
    • Accessories or components are missing
    • There are visible signs of use

    These return conditions do not apply to customised or personalised products, which are generally non-returnable and non-refundable as described in Section 2.

    4. How to Initiate a Return or Refund

    You can initiate a return or refund request using any of the following methods:

    1. Log in to your account on our website and submit a return request from your Account / Orders page.
    2. Fill out the contact form on our website.
    3. Email us directly at support.norvik1@gmail.com with the following details:
      • Order ID
      • Reason for return or refund
      • Photos, if the item is damaged or incorrect

    Once your request is reviewed, we will respond within 24 to 48 hours with the next steps.

    5. Return Shipping & Address

    For approved returns that qualify under this policy, returns are 100% free of charge.

    • No return shipping fees
    • No restocking fees
    • No hidden charges

    After your return request is approved:

    • We will provide a return shipping address nearest to your location.
    • You will receive a prepaid return shipping label by email.

    Returns sent without prior approval will not be accepted.

    6. Damaged, Incorrect, or Missing Items

    Please inspect your order immediately upon delivery.

    If your item is damaged, incorrect, defective, or missing, you must contact us within 24 to 48 hours of delivery.

    Eligible claims reported within this timeframe will qualify for a full refund or replacement, subject to verification.

    This provision also applies to customised or personalised products where the issue is due to an error, defect, damage, or failure to match the confirmed order specifications.

    7. Disputes & Chargebacks

    If you initiate a payment dispute or chargeback with your bank or payment provider before contacting us, you may be disqualified from our return and refund process.

    We strongly encourage customers to contact us first so we can attempt to resolve the issue quickly and fairly.

    8. Refund Processing Time

    Once we receive and inspect an eligible returned item:

    • You will receive email confirmation regarding refund approval.
    • Approved refunds are processed within 7 to 10 business days.
    • Refunds are issued to the original payment method.

    Please note that your bank or payment provider may take additional time to post the refund to your account.

    Customised or personalised products are not eligible for refunds except where they are damaged, defective, incorrect, or materially different from the confirmed order specifications.

    9. United Kingdom Right to Cancel

    If your order is delivered within the United Kingdom, you may have a statutory right to cancel your order within 14 days of receiving it, subject to applicable UK consumer protection laws and statutory exceptions.

    Certain products may be excluded from the right to cancel where permitted by law, including goods that are made to the consumer's specifications or clearly personalised.

    Nothing in this policy is intended to limit or exclude any statutory rights or protections that cannot legally be excluded.

    10. Customer Support

    For any return or refund-related questions, please contact us:

    Norvik is operating under Smoothcart Limited (UK)

    Address:

    BRADWELL AND PARTNERS
    314 MIDSUMMER BOULEVARD
    MILTON KEYNES
    UNITED KINGDOM
    MK9 2UB

    Email: support.norvik1@gmail.com

    Customer Support Hours:

    • Mon–Fri: 9:00 am–6:00 pm
    • Sat–Sun: 9:00 am–2:00 pm

    By placing an order on our website, you acknowledge that you have read, understood, and agreed to this Return & Refund Policy, subject to your applicable statutory consumer rights.