Refund Policy
REFUND POLICY
Last updated: 18 October 2026
At Norveliana, we want you to love every piece of home decor and every gift you order from us. If something is not quite right, this Refund Policy explains how returns and refunds work. This policy applies to orders delivered within Belgium and does not affect your statutory rights as a consumer.
1. YOUR 14-DAY RIGHT OF WITHDRAWAL
You have the right to withdraw from your purchase within 14 days without giving any reason.
The 14 days start on the day you, or a person you have named who is not the carrier, receive your order. If your order was delivered in several parcels, the 14 days start when you receive the last parcel.
2. HOW TO START A RETURN
To return an item, please let us know within the 14-day period by sending an email to info@norveliana.com. Please include:
Your order number
Your full name
The item or items you wish to return
You may also use the model withdrawal form included in our Terms and Conditions, but this is not required. A clear email is enough.
Once we receive your request, we will confirm it and send you the return address and instructions.
3. SENDING YOUR RETURN
Please send the items back to us no later than 14 days after informing us that you wish to return them.
Please pack the items carefully, preferably in the original packaging, so they do not get damaged on the way back. This is especially important for fragile decor items such as glass, ceramics and candle holders. We recommend using a tracked shipping service and keeping your proof of postage until your refund has been processed.
Please do not send returns to us without contacting us first, as the return address may differ from our company address.
4. RETURN SHIPPING COSTS
You are responsible for the cost of returning the items, unless the item you received is faulty, damaged or not what you ordered (see Section 8).
5. CONDITION OF RETURNED ITEMS
You may handle the items only as you would in a shop, to check their nature, characteristics and how they work. Returned items should be unused, undamaged and complete, with all original parts, labels and accessories.
If a returned item shows signs of use or damage beyond what is needed to inspect it, we may reduce your refund to reflect the loss in value.
6. ITEMS THAT CANNOT BE RETURNED
For legal reasons, the following items cannot be returned under the right of withdrawal, unless they are faulty:
Items made to your specifications or clearly personalised, such as products with names, initials, dates or custom text.
Sealed items that are not suitable for return for health protection or hygiene reasons once they have been unsealed after delivery.
7. YOUR REFUND
We will refund the full price of the returned items, together with the standard delivery cost of your original order, no later than 14 days after we receive your withdrawal request.
We may wait to issue your refund until we have received the items back or until you have shown proof that you have sent them, whichever is earlier.
Your refund will be made using the same payment method you used for your original order, unless we agree otherwise with you. You will not be charged any fees for the refund.
If you chose a more expensive delivery option than our cheapest standard delivery, we will only refund the cost of the standard delivery.
If you return only part of your order, the original delivery costs are refunded only if the full order is returned.
Please note that it may take a few additional business days for the refund to appear in your account, depending on your bank or payment provider.
8. DAMAGED, FAULTY OR INCORRECT ITEMS
If your item arrives damaged, faulty, incomplete or is not the item you ordered, please contact us as soon as possible, preferably within 14 days of delivery, at info@norveliana.com. Please include your order number and photos of the item and the packaging.
In this case, you will not pay any return shipping costs. Depending on your preference and availability, we will send you a free replacement or give you a full refund, including the delivery costs.
9. LEGAL GUARANTEE
All items sold by Norveliana are covered by the 2-year legal guarantee of conformity under Belgian law. If a product shows a defect that existed at the time of delivery and becomes apparent within 2 years, you are entitled to a free repair or replacement. If this is not possible or reasonable, you are entitled to a price reduction or a full refund.
Please report any defect to us within 2 months of discovering it. The legal guarantee does not cover normal wear and tear, misuse, accidents or incorrect care.
10. EXCHANGES
We do not offer direct exchanges. If you would like a different item, please return the original item for a refund and place a new order.
11. CANCELLING AN ORDER
If you would like to cancel your order before it has been shipped, please contact us as soon as possible at info@norveliana.com. If your order has not been shipped yet, we will cancel it and refund you in full. If your order has already been shipped, you can return it using the steps in this policy.
12. CONTACT US
If you have any questions about returns or refunds, we are happy to help:
Norveliana
Museaura B.V.
Rue des Mauvaises-Vignes 215 Bus 1
4020 Liège
Belgium
Company number (KBO): 1019.369.535
VAT number: BE1019369535
Email: info@norveliana.com
Phone: +32 480 82 22 57