Refund policy

Conditions for return:
For any undamaged and unworn product(s), please send these back for a return within 14 days from the date you receive your order. We can then provide an exchange or a refund based on the original payment method. Any items received outside of this time frame may be refused.
Please ensure the following conditions are met before returning your order:

  • Please request a return and follow our return process within 14 days of receiving your order. If you return the item without authorization after 14 days, we will refuse it and send it back to you with freight collect (cash on delivery). We will not process your return in such cases.

  • Items returned must be purchased directly from normanwalsh.ca. Purchases made from third-party sellers must be sent back to the place they were purchased from.

  • All returned items must be in original, resalable condition (unworn, unwashed, complete with original tags and/or packaging.)

  • Ensure returned items are well-packaged and secured with an outer layer of packaging so they are not damaged in transit. 

  • The box is part of the product; therefore, any damage may result in a $5.00 repackaging fee (this includes writing on or applying postage labels, stamps, tape, or similar directly to the product packaging)

  • Please ensure that the returns form is enclosed with your goods. We cannot process your return if we do not know who it is from.

    Every so often, mistakes do happen. We do our best to fix these for you and correct any issues you may face. If you notice a mistake with your order or believe an item to be faulty, please email us at contact.ca@normanwalsh.com, and we can look into this. Please be sure to note down and mention your order number.

    How to return:

    1. Please contact us through the Contact Us form to get the Returns Form.

    Don’t forget to enclose the Returns Form and your original delivery receipt with your return.

    Please note that customers are responsible for the return shipping cost of a $25 flat fee. When you request a return, we will email you a prepaid shipping label. The shipping cost will be deducted from your refund, and shipping fees from your original order are non-refundable.

    We reserve the right to refuse to inspect items that are dirty, wet or hazardous.

    We will professionally inspect and evaluate returns as soon as possible. Typically, we aim to complete the process within 2-3 working days of receiving the return. Once processed, refunds will be issued within 14 days. Items returned from a voucher or gift card purchase will be refunded as store credit. If you paid with a combination of gift voucher and another payment method, we will reissue your gift card amount and refund the alternative payment method. You may ask for the full amount to be refunded as store credit. 

    If a free gift is claimed on your order, you must return the entire order in full for your refund to be processed. Failure to return the free item will incur the cost of the item being deducted from the refund amount. If you received a discount on your order, you will be refunded the price paid.

    Returning from Outside the UK:

    When returning items from outside the UK, please be sure to use the included return address or, ensure you state ‘Returns Department’ on the address label. Be sure to also declare the goods as returns to the courier/postal office. This can prevent your return being delayed at UK Customs.

    If you fail to do this, your return may be held by UK Customs for processing. This may take up to 28 days to complete and may lead to an invoice for VAT and handling. This charge will be passed on to you and will require payment before the package will be release. Alternatively, any charges may be deducted from your return. This is a non-refundable charge.

    If any parcels are returned due to customs charges being higher than expected, we reserve the right to deduct any charges we may incur from your refund.

    Exchanges:

    We are happy to exchange your order for a different size or colour of the same product range, of the same price. We are unfortunately unable to offer exchanges for items of a higher price.

    We will contact you via email of the approval or rejection of your exchange request.