Last updated: 20 October 2026
We want you to be completely pleased with every purchase from Norley. Our Returns & Refunds Policy is designed to be clear, fair, and fully aligned with your statutory rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015.
1. Your 14-Day Unconditional Right to Cancel (Change of Mind)
- Under the UK Consumer Contracts Regulations 2013, you have the unconditional statutory right to cancel your order for any reason within 14 calendar days starting from the day after you (or a nominated person) receive physical possession of your parcel.
- To exercise your right to cancel, simply notify our Customer Care team by email at corporationdvl@gmail.com with your order number before the 14-day cooling-off period expires.
- Once you have notified us of your cancellation, you have a further 14 calendar days to dispatch the item(s) back to our designated UK returns facility.
- Condition of Returned Items: Change-of-mind returns must be unused, in their original condition, and complete with all original packaging, cables, accessories, and instruction manuals.
- Return Postage Cost (Change of Mind): In accordance with the Consumer Contracts Regulations 2013, where an item is returned simply because you have changed your mind (and not due to a fault), you are responsible for the direct cost of returning the parcel via a tracked postal service.
2. 30-Day Statutory Guarantee for Faulty or Damaged Goods
- Under the UK Consumer Rights Act 2015, all goods supplied by Norley must be of satisfactory quality, fit for purpose, and as described.
- If your item arrives damaged in transit, defective, or materially different from its description, please contact us within 30 calendar days of delivery at corporationdvl@gmail.com, attaching a clear photograph or short video demonstrating the issue.
- Once verified, we will arrange a 100% full refund or a complimentary replacement straightaway. For faulty or damaged items, Norley covers 100% of return postage costs—and in many instances, to save you the inconvenience of a trip to the Post Office, we will issue your replacement or refund immediately without requiring you to post the damaged unit back.
3. Mandatory RMA Procedure (How to Initiate a Return)
Important Notice Regarding Return Addresses: To ensure your return is received and processed promptly by our dedicated logistics warehouse, all returns require a Return Merchandise Authorisation (RMA) number prior to posting.
- Email corporationdvl@gmail.com with your order number and the reason for your return.
- Our Customer Care team will reply within 1 working day with your unique RMA reference number and the correct UK returns warehouse address (or an instant resolution option).
Please do not post parcels directly to our administrative office at Eaton Place, London (SW1X 8BP) without an RMA authorisation, as no parcel-receiving or inventory-handling facilities exist at our administrative offices.
4. Hygiene & Sealed Goods Exemptions
In accordance with Regulation 28 of the Consumer Contracts Regulations 2013, sealed goods that are not suitable for return due to health protection or hygiene reasons (such as in-ear audio devices, personal grooming tools, or skin-contact items) cannot be returned for a change of mind once the hygiene seal has been broken after delivery. This does not affect your statutory rights if the item is faulty.
5. Refund Processing Timeframes
- Once your return is received and inspected at our returns centre (or once you provide valid proof of tracked return postage, or upon immediate approval for faulty goods), we will process your refund within 14 calendar days (and typically within 2–3 working days).
- Refunds are automatically credited back to your original payment method (PayPal, Apple Pay, Google Pay, or debit/credit card).
- Where you selected a paid priority delivery upgrade (e.g. Priority Tracked Delivery at £4.95) rather than our complimentary Standard Tracked Delivery (£0.00), change-of-mind refunds cover the full product price plus the standard outbound rate (£0.00), in line with Regulation 34(2) of the Consumer Contracts Regulations 2013.