Informativa sui rimborsi

Last updated: 7 August 2026

We want every Namorra purchase to be handled fairly and clearly. This policy explains how cancellations, returns, refunds and statutory remedies work for orders placed through our online store. Nothing in this policy limits any rights that cannot lawfully be excluded.

1. Starting a return or cancellation

Please contact us before sending any item back so that we can identify the order, assess the request and provide the correct return instructions. Please use our Contact Form.

Please include your order number, the item concerned, the reason for the request and any photographs or other information reasonably needed to understand the issue. Submitting a request starts the returns process. Where a return is eligible, we will approve it and provide the return address and instructions. The return address is not published and will be supplied only after the request has been reviewed and approved.

Please do not send an item to an address shown on its original parcel or to any other address unless we have provided that address for the return. Using the approved route helps prevent delay or loss. A valid statutory cancellation takes effect when it is clearly communicated within the applicable period; our return-authorisation process does not reduce your statutory rights.

2. Change-of-mind cancellations

If you are a UK consumer, you generally have the right to cancel an eligible online purchase without giving a reason. The cancellation period normally ends 14 days after the day on which you, or a person nominated by you other than the carrier, receives the goods. If one order is delivered in separate instalments, the period normally runs from receipt of the final item or instalment.

To exercise this right, send us a clear statement that you are cancelling before the cancellation period ends. You may use the Contact Form and state: “I hereby give notice that I cancel my contract for the following goods”, followed by the product, order number, order date, receipt date, your name and your delivery address. You do not have to use this wording, provided your decision to cancel is clear.

After notifying us, you must send the goods back without undue delay and no later than 14 days after the day you notified us. Unless we agree otherwise or the law requires us to bear the cost, you are responsible for the direct cost of returning a change-of-mind item. We recommend using a service that provides suitable proof of dispatch.

3. Change-of-mind return condition

You may inspect and handle goods only to the extent reasonably permitted in a shop to establish their nature, characteristics and functioning. Please return all parts, accessories, instructions and included items, with the original packaging where reasonably possible.

Where permitted by law, we may reduce the refund to reflect any loss in value caused by handling beyond what was necessary. We may also decline a return that is not covered by a statutory or other agreed right. We will assess each request reasonably and will not restrict rights provided by law.

4. Items excluded from change-of-mind cancellation

The statutory change-of-mind right does not apply to certain goods, including where applicable:

• goods made to your specifications or clearly personalised;
• goods liable to deteriorate or expire rapidly;
• sealed goods that are not suitable for return for health-protection or hygiene reasons once unsealed;
• sealed audio, video or software products once unsealed;
• newspapers, periodicals or magazines, other than subscriptions; and
• goods that become inseparably mixed with other items after delivery.

These exclusions apply only where the law permits. They do not remove your rights if an item is faulty, not as described or otherwise fails to conform to the contract.

5. Faulty, damaged, incorrect or misdescribed goods

Goods must be of satisfactory quality, fit for their usual or agreed purpose and match their description. If an item arrives damaged, is incorrect, develops a fault or does not match its description, notify us as soon as reasonably possible. We may ask for photographs, video, packaging information or another reasonable form of evidence before deciding the appropriate remedy.

Where the Consumer Rights Act 2015 applies, you may have a short-term right to reject non-conforming goods during the applicable 14-day period. After that period, or where you choose not to reject, you may be entitled to a repair or replacement and, in the circumstances provided by law, a price reduction or final right to reject. The available remedy depends on the nature and timing of the issue and the remedy that can be provided lawfully without disproportionate cost or significant inconvenience.

Where a claim is valid, Namorra will bear the return or collection costs that the law requires us to bear. We may reject a claim that is fraudulent, relates to fair wear and tear, results from misuse or accidental damage after delivery, concerns a fault disclosed before purchase, or is otherwise outside the rights available under the contract and applicable law.

6. No extended commercial warranty

Namorra does not provide an extended commercial warranty unless one is expressly stated for a particular product. Products remain covered by the statutory protections that apply to the sale, together with Namorra’s standard customer support. Statutory rights are not dependent on a separate warranty and are not reduced merely because a manufacturer’s or other voluntary guarantee has expired.

7. Inspection and approval

Returned items are inspected to confirm their identity, condition and eligibility. Where legally permitted, a refund is issued only after that inspection has been completed and the return has been approved. Inspection may result in a lawful deduction, an alternative statutory remedy, or refusal of an invalid claim.

For a statutory change-of-mind cancellation, we may withhold reimbursement only until we receive the goods back or you provide evidence that they have been sent back, whichever occurs first. We will not use the inspection process to delay a refund beyond the period allowed by law.

8. Refund amount and timing

For an eligible statutory change-of-mind cancellation, we will refund the price paid and the cost of the least expensive standard delivery option offered for the order. If you selected a more expensive service, such as express delivery, the additional delivery premium is not refundable unless required by law.

Reimbursement will be made without undue delay and, for goods we have not offered to collect, no later than 14 days after the earlier of the day we receive the goods back or the day you provide evidence that they were sent back. Different timing may apply to other remedies, but we will always act within the period required by law.

Refunds are made to the original payment method unless you expressly agree otherwise. We do not charge a refund fee. After we issue a refund, the time taken for it to appear may depend on the payment provider or financial institution.

9. Exchanges and replacement items

We do not guarantee a direct exchange for a change-of-mind return. If an alternative item is wanted, we may ask you to return the original item and place a new order. Where goods are faulty or non-conforming, a replacement may be available as a statutory remedy where appropriate.

10. Contact

For a cancellation, return, refund or product issue, Please use our Contact Form.