Returns & Refunds | Norva Foods UK

Returns & Refunds Policy

Last Updated: July 2026

This policy explains your cancellation and returns rights when you buy from Norva Foods (a trading name of Rasool Limited, Company No: 16098897 · VAT: 510 3608 37) online. It sits alongside your statutory rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015. Nothing here reduces those rights.

1. Your Right to Cancel (Cooling-Off Period)

For most online orders, you have a legal right to cancel for any reason within 14 days of the day you receive the goods (or the last item, if delivery is split). You then have a further 14 days to return the goods to us after telling us you wish to cancel.

How to cancel

Email info@norvafoods.co.uk with your order number and a clear statement that you wish to cancel (a simple email is enough; a model cancellation form is not required).

We will confirm and provide return instructions and our returns address.

Return the goods without undue delay and in any event within 14 days of telling us you are cancelling.

We recommend using a tracked postal service and retaining proof of postage.

Exceptions under Regulation 28

The cooling-off right does not apply (or ends) in certain cases under Regulation 28. For our sealed food products, the relevant ground is typically:

Goods that are sealed and unsuitable for return for health protection or hygiene reasons, where the seal has been broken after delivery

Other Regulation 28 exceptions may apply in limited circumstances (for example where goods have been inseparably mixed with other items after delivery).

Because we sell sealed food products for human consumption (salts, seasonings and similar), unopened and sealed items may normally be returned under the cooling-off right. Once the seal is broken, the cooling-off right will normally no longer apply for hygiene reasons. This does not affect your rights for faulty, damaged or misdescribed goods under the Consumer Rights Act 2015.

2. Refunds After Cancellation

If you cancel under the cooling-off rules and return eligible goods:

We will refund the price paid for the returned goods

We will refund the cost of standard outbound delivery (if you chose a more expensive delivery option, we refund only the standard delivery amount)

Refunds are made using your original payment method without undue delay and within 14 days of the earlier of: (a) us receiving the goods back, or (b) you providing evidence of having sent them back

You are responsible for the cost of returning goods unless we collected them or the return is because of our error or a fault

We may reduce the refund if goods show diminished value resulting from unnecessary handling beyond what is needed to establish their nature, characteristics and functioning

3. Faulty, Damaged or Incorrect Goods (Consumer Rights Act 2015)

Goods must be of satisfactory quality, fit for purpose, and as described.

If goods do not meet these standards:

You have a short-term right to reject within 30 days of delivery (or a shorter period if the goods can reasonably be expected to perish sooner) and claim a full refund

After that period, you may still be entitled to a repair or replacement, and if that is not possible or unsuccessful, a price reduction or final right to reject

We will cover reasonable return costs where goods are faulty, not as described, or not fit for purpose

What to do

Do not continue to use goods you believe are unsafe or unfit

We will confirm the next steps — typically a replacement or refund, including delivery costs where appropriate

Asking you to contact us promptly helps us investigate courier damage and stock issues. It does not shorten your statutory time limits under the Consumer Rights Act 2015.

4. Our Voluntary Returns Approach

Where the cooling-off right does not apply (for example, sealed food that has been opened), we may still help on a case-by-case basis for unopened products returned in original condition. This is discretionary and does not replace your statutory rights for faulty goods.

5. Cancelling Before Dispatch

If your order has not yet been dispatched, email info@norvafoods.co.uk as soon as possible. We will cancel and refund where we can stop fulfilment. If the order has already been dispatched, please use the cooling-off or returns process above.

6. Contact

Email: info@norvafoods.co.uk

Phone / WhatsApp: +44 7386 900180

Business: Rasool Limited trading as Norva Foods, London, United Kingdom (Company No: 16098897 · VAT: 510 3608 37)