Refund policy
Last updated: 31 May 2026
At Normen & Rena, every product is carefully handmade and prepared with attention to detail. We want you to love your order, but if something isn't right, we're here to help.
To request a cancellation, please contact us at info@normenrena.co.uk as soon as possible, quoting your order number and the reason for your request. We will always do our best to help where possible.
1. Return Eligibility
Eligible items may be returned within 14 days of receiving your order, provided that:
- The item is unused and in its original condition
- The item is returned in its original packaging
- Proof of purchase is provided
Items returned without prior contact and approval will not be accepted.
Please note that made-to-order, personalised, and custom products are exempt from the standard 14-day return right. As the majority of our products are produced individually to order, most purchases will fall under this exemption. Please see the Non-Returnable Items and Custom Design Services sections of this policy for full details.
2. Your Right to Cancel (Consumer Contracts Regulations 2013)
Under the Consumer Contracts Regulations 2013, you may have the right to cancel an order within 14 days of receiving your goods without giving a reason.
However, this right does not apply to:
- Products that are made to order or produced to your specifications
- Personalised products, including those featuring names, dates, or custom details
- Custom-made or bespoke items produced following a design consultation
As the majority of products sold through our online store are produced individually to order, the cancellation right under the Consumer Contracts Regulations 2013 does not apply to most purchases made through our website.
If you are unsure whether your order qualifies for cancellation, please contact us at info@normenrena.co.uk before placing your order.
3. Non-Returnable Items
Due to the handmade and personalised nature of many of our products, the following items are non-returnable and non-refundable unless faulty or incorrect:
- Made-to-order products produced specifically for the customer
- Personalised or custom-made items
- Custom design orders
- Sale or clearance items
- Gift cards
- Digital products or downloads
Personalised products cannot be returned or refunded simply because a customer changes their mind, orders the wrong item, provides incorrect personalisation details, or no longer requires the item after production has begun.
4. Handmade Product Variations
All products are handmade and may feature slight variations in colour, positioning, finish, or appearance. Minor differences between product photos, screen displays, and the final handmade item are considered normal and are not treated as defects.
Colours may appear differently on different screens, monitors, and mobile devices. Minor colour variations between product images, digital previews, and the finished handmade product are considered normal and are not treated as defects.
5. Personalisation & Customer Responsibility
Customers are responsible for ensuring that all personalisation details, spellings, dates, uploaded images, and information submitted during ordering are correct.
Normen & Rena is not responsible for any errors, omissions, or inaccuracies contained within information supplied by the customer, including after order confirmation. No refund or reprint will be offered where an error originates from customer-supplied details.
6. Simple Personalisation Orders
Some products feature existing designs where customers may optionally add personalisation details such as a name, date, or short text.
For these products:
- If no personalisation is selected, the product is produced as a standard item and normal return eligibility applies
- If personalisation is selected and production has not yet commenced, please contact us as soon as possible at info@normenrena.co.uk — we will do our best to accommodate any changes
- Once personalisation has been applied to the product, the item becomes non-returnable and non-refundable, as it has been produced specifically for you
- Customers are responsible for ensuring all personalisation details submitted are correct — no refund or reprint will be offered where an error originates from customer-supplied information
7. Full Custom Design Service
Some products offer an optional full custom design service, where bespoke artwork, layouts, or designs are created specifically for the customer following a consultation.
How the Custom Design Process Works
The custom design process follows these steps:
- The customer purchases the base product at checkout
- A consultation is arranged to discuss design requirements, ideas, and expectations
- Design work, mock-ups, and revisions are prepared and shared for review
- Once the customer is satisfied and gives final approval, a separate personalisation fee is invoiced
- Production begins only after the personalisation fee has been paid in full
Base Product Price — Non-Refundable Once Design Work Commences
The base product price is non-refundable once the custom design process has commenced, as it covers the time, consultation, design preparation, and resources committed to the order from the outset.
If a customer decides not to proceed at any point — including after revisions have been provided — the base product price will not be refunded. The personalisation fee will not be charged in these circumstances, as it is only invoiced upon final design approval.
In the event that a customer withdraws from the custom design process, the base product remains the property of Normen & Rena. The customer has no claim to the physical product, any design work created, mock-ups produced, or materials used during the process.
Revisions
Custom design services include up to 2 revision requests unless otherwise agreed in writing. Additional revisions may be subject to additional charges. If a customer remains dissatisfied after revisions have been offered and provided, Normen & Rena reserves the right to conclude the design process and close the order without refund of the base product price.
Design Approval and Production
Production will only begin once the customer has provided written approval of the final design and the personalisation fee invoice has been paid in full.
If no response regarding design approval is received within 30 days of the design being shared, the order may be considered inactive and closed. The base product price will not be refunded in these circumstances.
8. Pre-Orders
Some products or collections may be made available for pre-order in advance of production or release. Where a product is listed as a pre-order, the following terms apply.
Payment
Payment terms for pre-orders will be clearly stated on the product page at the time of ordering. Depending on the product, one of the following payment options may apply:
- Full payment upfront — the full order value is taken at the time of placing the pre-order
- Deposit and balance — a non-refundable deposit is taken at the time of placing the pre-order to secure your order. The remaining balance will be invoiced and must be paid in full before production begins or the order is dispatched
The applicable payment terms will always be clearly communicated before you complete your purchase. If you are unsure which payment terms apply to your order, please contact us at info@normenrena.co.uk before ordering.
Production and Dispatch
Pre-ordered items will be produced and dispatched once the pre-order period has closed or stock becomes available. Estimated dispatch timeframes will be displayed on the product page where possible. These are estimates only and are not guaranteed.
Cancellations
Pre-orders may be cancelled within 24 hours of placing your order by contacting us at info@normenrena.co.uk. After 24 hours, production planning may have commenced and cancellation may no longer be possible.
Where a deposit has been paid, the deposit is non-refundable if cancellation is requested after the 24 hour window. The remaining balance will not be charged in these circumstances.
If a Pre-Order Cannot Be Fulfilled
In the event that a pre-ordered item becomes unavailable or cannot be produced, we will notify you as soon as possible and issue a full refund to your original payment method. Where a deposit and balance model applies, both the deposit and any balance already paid will be refunded in full.
9. Processing & Delivery Times
Processing and production times are separate from shipping transit times.
Personalised, custom-made, and made-to-order products may require additional production time depending on the complexity of the design, artwork, personalisation requirements, and order volume.
Estimated delivery times provided at checkout are transit estimates only and are not guaranteed delivery dates.
Normen & Rena is not responsible for courier delays caused by:
- Postal service disruptions
- Weather conditions
- Customs processing
- Peak seasonal periods
- Circumstances outside our control
10. Damaged, Faulty, or Incorrect Items
Please inspect your order upon arrival.
If your item arrives damaged, faulty, or incorrect, please contact us as soon as reasonably possible and preferably within 3 days of delivery at info@normenrena.co.uk
Please include:
- Your order number
- A description of the issue
- Clear photographs of the item
- Clear photographs of the packaging
We will review the issue and work to provide an appropriate resolution.
Please retain all original packaging until your issue has been fully resolved, as this may be required as part of any courier claim or investigation.
11. Return Process
To request a return, please contact info@normenrena.co.uk
Please include:
- Your order number
- The item(s) you wish to return
- The reason for the return
If approved, return instructions will be provided. Please do not send items back before receiving confirmation from us.
12. Return Shipping Costs
Customers are responsible for return shipping costs unless the item is faulty, damaged, or incorrect.
Original shipping costs are non-refundable unless legally required.
Normen & Rena is not responsible for items lost or damaged in transit during a return. We strongly recommend using a tracked and insured shipping service when returning items. Items sent without tracking cannot be traced and will not be eligible for a refund if lost in transit.
Where Normen & Rena arranges return or replacement shipping on your behalf, the shipping method will be selected at our discretion based on the size, weight, and nature of the item. We are not liable for delays or losses arising from the shipping method selected.
13. Refused Deliveries
Orders refused at delivery or returned due to incorrect address information may be subject to shipping and handling deductions from any eligible refund.
14. Exchanges
We currently do not offer direct exchanges.
If you would like a different product, design, or variation, please place a new order once your eligible return has been approved.
15. European Union Orders
Normen & Rena currently ships only within the United Kingdom.
As we do not currently offer shipping to European Union countries, EU consumer cooling-off rights do not currently apply to orders placed through our website.
If we begin offering delivery to European Union destinations in the future, this policy will be updated accordingly.
16. Refunds
Once your return has been received and inspected, we will notify you regarding the approval status of your refund.
If approved, refunds will be issued to your original payment method within 7–14 business days.
Refunds will only be issued to the original payment method used at the time of purchase. We are unable to issue refunds to a different card, account, or payment method.
Please note that banks and payment providers may require additional processing time.
If more than 15 business days have passed since your refund was approved, please contact us at info@normenrena.co.uk
17. Contact Us
If you have any questions regarding this policy, please contact:
- Email: info@normenrena.co.uk
- Website: www.normenrena.co.uk