Refund policy

Return and Refund Policy

At Norvale Studio, each product is carefully handcrafted and made-to-order. Once your order is placed, production begins shortly as each item is made specifically for you. Due to the nature of our production process, we maintain the following refund and return policy.

1. No Returns or Exchanges

All items are made-to-order and handcrafted. Therefore, we do not accept returns or exchanges unless the item arrives defective or damaged.

2. Defective or Damaged Items

If you receive a defective or damaged item, please contact us within 48 hours of delivery at support@thenorvale.com and include:

Your order number
Clear photos of the item and packaging

After review, we will provide a replacement or issue a refund if necessary.

3. Order Cancellation

Orders may be canceled within 24 hours of purchase. After this period, the order will enter production and can no longer be canceled. Once production begins, an email notification will be sent to confirm that your order is being prepared.

4. Non-Refundable Situations

We do not offer refunds or replacements under the following circumstances:

Change of mind after purchase.
Minor variations in color, texture, or appearance due to the handmade nature of the product.
Differences in color due to screen display variations (we do not guarantee exact color matching).
Incorrect or incomplete shipping address provided by the customer.
Failure to collect the package or refusal of delivery.
Shipping delays caused by carriers, customs, or other factors beyond our control.

5. Refund Processing

If a refund is approved, it will 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 refund, please contact us at support@thenorvale.com.