Refund policy

Returns & Refunds Policy

Last Updated: 26 June 2026

At Norseman Direct Ltd, we are committed to providing quality products and excellent customer service. If you are not completely satisfied with your purchase, please review our Returns & Refunds Policy below.

Returns

We accept returns of most unused and resalable items within 30 days of the date of delivery.

To be eligible for a return, items must:

  • Be unused and in their original condition.
  • Be returned in the original packaging where possible.
  • Include all accessories, manuals and components supplied.
  • Be accompanied by your order number or proof of purchase.

Items returned outside of this period may be accepted at our discretion.

Non-Returnable Items

The following items cannot normally be returned unless faulty or supplied in error:

  • Made-to-order or bespoke products.
  • Special order items sourced specifically for a customer.
  • Perishable goods.
  • Products that have been used, installed or damaged after delivery.
  • Clearance or end-of-line products marked as non-returnable.

Faulty or Damaged Goods

If your order arrives damaged, defective or incorrect, please notify us within 48 hours of delivery.

Where possible, please provide:

  • Your order number.
  • A description of the issue.
  • Photographs of the product and packaging.

We will assess the issue and arrange a replacement, repair or refund where appropriate in accordance with your statutory rights.

How to Return an Item

Please contact our Customer Services team before returning any goods.

Provide:

  • Order number
  • Product details
  • Reason for return

Once your return has been approved, we will provide return instructions.

Unless the goods are faulty or supplied incorrectly, customers are responsible for return shipping costs.

We recommend using a tracked delivery service, as we cannot be responsible for items lost during transit.

Refunds

Once your returned goods have been received and inspected, we will notify you of the outcome.

Approved refunds will be processed back to the original payment method, typically within 5–10 working days, although processing times may vary depending on your payment provider. UK consumer law requires eligible refunds to be made promptly after returned goods are received.

Exchanges

Where stock is available, we are happy to exchange eligible items.

If a replacement item is unavailable, a refund will be offered instead.

Business Customers

Many of our customers purchase goods for business use. Unless otherwise agreed in writing, returns from business customers are accepted at the discretion of Norseman Direct Ltd, except where goods are faulty, damaged or incorrectly supplied, or where statutory rights apply.

Cancellations

If you wish to cancel an order before it has been dispatched, please contact us immediately.

If your order has already been dispatched, our standard returns process will apply.