Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.

To start a return, you can contact us at help@norvengardens.com. We will then respond with the correct return address to start a return if all criteria is met.

If your return is accepted, we'll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at help@norvengardens.com

Returns for Aosom products
Some items in our range are supplied by Aosom. These items follow the same 30-day return window from delivery, and must be unused and returned in their original packaging. If your Aosom item arrives damaged, defective, or with parts missing, please contact us at help@norvengardens.com within 7 days of delivery with photos or video of the issue, so we can arrange a replacement, replacement parts, or a full refund at no extra cost to you.

For change-of-mind returns (i.e. not faulty or damaged), a 10% handling fee based on the product cost will be deducted from your refund, and the original delivery charge is non-refundable. Refunds for Aosom items are processed within 7-14 business days of the return being received and inspected.

Cancellations, returns & refunds for Mercia Garden Products (sheds, greenhouses & log cabins)
Changed your mind before your order has arrived? You can cancel free of charge at any point up to delivery - just email us at help@norvengardens.com as early as you can, so we have the best chance of pulling it from the delivery run in time.

Once your Mercia item has been delivered, you have 14 days to return it for any reason, including a change of mind, and there is no return or restocking fee. To start a return, email us at help@norvengardens.com. To qualify, the item must be: within the 14-day window, not assembled, and not painted or otherwise altered - once you apply paint, this is treated as accepting the product and it can no longer be returned. Flat-packed items must be returned complete, disassembled, and in the condition they arrived in. Return haulage costs may apply and will be confirmed with you before any collection is arranged.

Once your item has been collected and received back by Mercia, it typically takes 1-7 working days for our refund from Mercia to come through, and we will pass this on to you straight away once it does.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we've received and inspected your return, and let you know if the refund was approved or not. If approved, you'll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we've approved your return, please contact us at help@norvengardens.com.