Returns & Exchanges

Why custom items cannot be returned

Every Norva product is cut, assembled and finished to the measurements you supplied. It cannot be resold or reused, so we cannot accept returns for a change of mind, an incorrect colour choice, or an error in the measurements you entered.

This is why we send free samples, and why we review every order before cutting. Both exist to stop this situation arising.

What we do cover

• Our mistake. Wrong size, wrong colour, wrong control type or a manufacturing defect — we remake it at our cost and pay shipping both ways.
• Damage in transit. Report within 7 days with photographs and we replace it on priority production.
• Warranty faults. Covered for 3 years on motors, mechanisms and fabric and 2 years on batteries and remotes. See Warranty & Service.
• Your measuring error — once. Within 30 days we will remake the product at 50% of its original price. We will also help you re-measure so the second one is right.

How to start a claim

1. Email care@norvasmart.com with your order number.
2. Attach photographs showing the issue, and a tape measure against the window if the problem is size.
3. We confirm the resolution within two business days.
4. Do not install a product you believe is wrong — it affects what we can do for you.

Cancellations

You can cancel free of charge any time before production begins. Once cutting has started the product is yours, because it has been made to your specification.