Refund policy

Refund & Returns Policy

Norvens sells two kinds of product, and they are treated differently because they are made and shipped differently. Please read the section that applies to your order.

Made-to-order art (prints and canvases)

Every print and canvas is produced individually once you place your order. Nothing is held in stock. Because each piece is manufactured specifically for you, we cannot accept returns or exchanges for change of mind on made-to-order art.

We will always replace or refund a piece that arrives damaged, defective, or materially different from what was ordered.

Home & Lighting

Unopened Home & Lighting items may be returned within 14 days of delivery, provided they are unused and in their original packaging. Return shipping is the customer's responsibility unless the item arrived damaged, defective, or incorrect. Contact us before sending anything back — returns sent without prior approval cannot be processed.

Damaged, defective, or incorrect items

If something arrives damaged, flawed, or is not what you ordered, contact us within 30 days of delivery with your order number and clear photographs showing the problem and, where relevant, the packaging. In most cases we can resolve a damaged or misprinted item from photographs alone and will not ask you to ship it back.

Once approved, you may choose a free replacement or a full refund including any shipping you paid.

Cancellations

Orders can be cancelled for a full refund any time before production begins, which is usually within 24 hours of ordering. Once a piece has entered production it cannot be cancelled, because it has already been made for you.

Refunds

Approved refunds are issued to the original payment method. Please allow 5–10 business days for the credit to appear, depending on your bank or card issuer. Original shipping charges are refunded only where the fault was ours.

Lost or undelivered parcels

If tracking shows your order as delivered but you have not received it, check with your household and local carrier depot first, then contact us. If a parcel is genuinely lost in transit we will replace it or refund it. Orders returned to sender because of an incorrect or incomplete address supplied at checkout can be reshipped at the customer's cost.

Your statutory rights

Nothing in this policy limits any rights you have under applicable consumer protection law, including in your own country of residence. Where local law grants you stronger rights than those described above, those rights apply.

Contact

To start a return, replacement, or refund, email us with your order number and we will reply with instructions. We aim to respond within two business days.