Return & Refund Policy

At Norcrest, we want you to be satisfied with your purchase. This Return & Refund Policy explains how to cancel an order, request a return, receive a refund, or report an item that is faulty, damaged, or incorrect.

Nothing in this policy affects your statutory rights under applicable United Kingdom consumer law.

14-Day Right to Cancel

When purchasing online, you have the right to cancel your order without providing a reason within 14 days of receiving the goods.

To exercise your right to cancel, you must notify us clearly before the 14-day cancellation period expires by emailing: contact@norcrestshop.com.

Your cancellation notice should include:

• Your full name;
• Your order number;
• The item or items you wish to return;
• A clear statement confirming that you wish to cancel your purchase.

After notifying us of your cancellation, you must return the goods within a further 14 days. Please contact us before returning an item so that we can provide the correct return instructions and return address.

Please do not send returns to the address shown on the original parcel unless our customer support team confirms that address in writing.

Condition of Returned Items

You may inspect and handle an item only to the extent reasonably necessary to determine its nature, characteristics, fit, and functionality, as you would normally be permitted to do in a physical shop.

Where reasonably possible, returned items should:

• Be returned in their original condition;
• Be unworn, other than being tried on for fit;
• Be unwashed and free from stains, odours, damage, or alterations;
• Include all original tags, accessories, and components;
• Be securely packaged to prevent damage during return transit;
• Be accompanied by proof of purchase or the relevant order number.

We may reduce the amount refunded where the value of an item has been diminished as a result of handling beyond what is reasonably necessary to inspect it.

Items Excluded from Change-of-Mind Returns

The statutory right to cancel may not apply to certain products, including:

• Personalised, customised, or made-to-order products;
• Products that deteriorate or expire rapidly;
• Sealed products that are not suitable for return for health protection or hygiene reasons once the seal has been broken;
• Sealed audio recordings, video recordings, or computer software once unsealed;
• Digital content supplied immediately after you expressly agreed that supply could begin and acknowledged that your right to cancel would be lost.

These exclusions do not affect your rights where an item is faulty, damaged, not as described, or otherwise does not comply with applicable consumer law.

Faulty, Damaged, or Incorrect Items

If you receive an item that is faulty, damaged during transit, not as described, or different from what you ordered, please contact us as soon as reasonably possible at contact@norcrestshop.com.

Please provide:

• Your order number;
• A clear description of the issue;
• Clear photographs or videos showing the item and the problem;
• A photograph of the packaging and shipping label, where relevant.

We will review your claim and, where applicable, arrange an appropriate remedy in accordance with your statutory rights. This may include a refund, repair, replacement, or exchange.

Where an item is confirmed to be faulty, damaged, incorrect, or not as described, we will cover reasonable return costs or provide an appropriate return method.

Return Shipping Costs

For returns made because you have changed your mind, you are responsible for the cost of returning the goods unless we agree otherwise in writing.

We strongly recommend using a tracked return service and retaining proof of postage until your refund has been completed. Norcrest is not responsible for returned parcels that are lost before reaching the designated return address.

If the return is required because an item is faulty, damaged, incorrect, or not as described, Norcrest will cover reasonable return shipping costs or provide return instructions at no additional cost to you.

Refunds

Once we receive your returned item, or once you provide acceptable evidence that it has been sent back, we will inspect the return and process any refund due.

Refunds will be issued no later than 14 days after:

• The day we receive the returned goods; or
• The day you provide evidence that the goods were returned, if earlier.

Approved refunds will be issued to the original payment method used for the purchase. Depending on your bank or payment provider, additional processing time may be required before the funds appear in your account.

Unless otherwise agreed, refunds will be processed in Pound Sterling (GBP). Any currency conversion charges or exchange-rate differences applied by your bank or payment provider are outside our control.

Original Delivery Charges

When you exercise your statutory right to cancel the entire order, we will refund the price paid for the returned goods and the cost of our least expensive standard delivery option offered at the time of purchase.

If you selected a more expensive or expedited delivery method, such as priority or express shipping, we are not required to refund the additional amount above the cost of standard delivery.

If you return only part of an order, the original delivery charge may not be refundable unless required by applicable law.

Exchanges

Exchanges are subject to product availability and approval by our customer support team.

The quickest way to obtain a different size, colour, or product may be to return the original item for a refund and place a new order separately.

This section does not affect any statutory right you may have to request a repair or replacement for faulty or non-conforming goods.

Order Changes and Cancellations Before Dispatch

Please contact us as soon as possible if you wish to change or cancel an order.

We will make reasonable efforts to accommodate your request, but we cannot guarantee that an order can be changed or cancelled once it has entered processing or has been dispatched.

If the order has already been dispatched, you may use the return and cancellation process described in this policy after receiving it.

Refunds for Undelivered Orders

If an order is confirmed as lost in transit or cannot be delivered for reasons attributable to us or the carrier, please contact our customer support team. Where appropriate, we will arrange a replacement or refund.

Customers are responsible for providing a complete and accurate delivery address. Additional costs resulting from an incorrect or incomplete address may be deducted where permitted by law.

Consumer Rights

Goods supplied by Norcrest must be of satisfactory quality, fit for their intended purpose, and as described.

Nothing in this policy excludes, restricts, or limits any mandatory rights or remedies available to you under the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, or any other applicable United Kingdom consumer protection legislation.

Contact Us

To request a return, cancel an eligible order, report a problem, or ask a question about this policy, please contact:

Norcrest Customer Support
Email: contact@norcrestshop.com