Last updated: 24 November 2025

Norbury’s Ltd

📍 84–86 Chestergate, Macclesfield, Cheshire, SK11 6DU, United Kingdom

📞 +44 1625 425330

📧 contact@norburys.uk

🌐 https://norburys.uk/

At Norbury’s Ltd, we want every customer to be fully satisfied with their purchase. This Refund & Return Policy explains your rights and our procedures for returns, refunds, exchanges, and faulty items.

1. 30-Day Return Policy

You may return most items within 30 days of delivery for a refund or exchange, provided they meet the conditions below.

This policy works in addition to your legal right to cancel within 14 days (see Section 2).

2. Your 14-Day Statutory Right to Cancel (UK Law)

Under the Consumer Contracts Regulations 2013, you have the legal right to cancel your order within 14 days without giving a reason.

You then have 14 more days to return the goods.

We will refund:

✔ The full price of the item

✔ Standard delivery fees you paid at checkout

We will not refund:

✘ Express or premium delivery upgrades

3. Conditions for Returns

To qualify for a return, items must be:

  • Unused and in resaleable condition
  • Complete, with all accessories, manuals, and fixings
  • In original or equivalent secure packaging
  • Returned within the required timeframe
  • Accompanied by proof of purchase (order number, invoice, or email confirmation)

Non-returnable items (unless faulty):

  • Customised or made-to-order items
  • Items that have been used, installed, or assembled
  • Products damaged after delivery due to misuse
  • Items with missing components, fixings, or altered serial numbers
  • Hygiene-sensitive items where the seal has been broken (if applicable)

4. How to Start a Return

To request a return, please contact:

📧 contact@norburys.uk

📞 +44 1625 425330

When contacting us, please provide:

  • Full name
  • Order number
  • Delivery postcode
  • Reason for return
  • Photos/videos (if the item is damaged or faulty)

We will respond within 1 business day with instructions and return details.

5. Return Shipping Costs

  • Change of mind / unwanted items: return shipping is paid by the customer.
  • Faulty, damaged, or incorrect items: Norbury’s Ltd covers the return shipping cost and may arrange a collection or provide a prepaid label.

6. Refunds

Once your return is received and inspected, we will email you confirming:

  • Approval or rejection of the refund
  • Next steps

Refund timing:

  • Refunds are issued within 7 business days after inspection
  • Refunds are made only to the original payment method
  • Your bank/card issuer may require an additional 3–5 business days to post the funds

Refund deductions:

We may deduct value if items are returned:

  • Used or installed
  • Damaged due to improper packaging
  • Missing parts or accessories
  • Showing wear beyond normal inspection

This is required under UK law.

7. Exchanges

We offer exchanges for the same product or a different model/colour (if available).

If your requested item is out of stock, we can:

  • Offer a refund
  • Suggest alternatives
  • Notify you when it becomes available

8. Faulty, Damaged, or Incorrect Items

If your order arrives:

  • Damaged
  • Defective
  • Missing parts
  • Not as described or incorrect

Contact us within 48 hours with photos/videos and your order details.

We will provide:

  • Replacement parts
  • A full replacement
  • Or a full refund

Return shipping is free in these situations.

This is in line with the Consumer Rights Act 2015.

9. Items Lost in Transit

If your parcel shows as delivered but you have not received it:

  • Contact us within 48 hours
  • We will open an investigation with the courier
  • Once confirmed lost, we will issue a replacement or full refund

10. Order Cancellations Before Dispatch

If you wish to cancel before your order is dispatched:

  • Contact us immediately
  • If the order has not shipped, a full refund will be issued
  • If the order has shipped, you may still return it using our return process

11. Return Address

Norbury’s Ltd

84–86 Chestergate

Macclesfield

Cheshire

SK11 6DU

United Kingdom

⛔ Do not send items back without contacting us first.

We must issue return instructions or an RMA to avoid delays.

12. Contact Us

For any return or refund inquiries:

📧 contact@norburys.uk

📞 +44 1625 425330

📍 84–86 Chestergate, Macclesfield SK11 6DU, United Kingdom