FOR THE LOVE OF NORFOLK LTD / Customer information
Returns and Refunds
Reviewed 22 October 2026 · GBP / United Kingdom
Separate routes and rights
For ordinary UK distance goods, notify statutory cancellation within 14 calendar days after delivery; normally you then have 14 further days to return. Separately, we accept change-of-mind notification until day 30 after delivery, with collection arranged within 14 days of notice. The extra days are a voluntary extension, not a replacement for statutory cancellation or faulty-goods remedies. A request not yet accepted as a contract may simply be withdrawn without charge.
How to notify
Send a clear notice to [email protected] or 46 Vanguard Chase, Norwich, England NR5 0UH, identifying the request/order reference and items concerned. No reason or special form is mandatory. You may use this model: “To FOR THE LOVE OF NORFOLK LTD, 46 Vanguard Chase, Norwich, England NR5 0UH, [email protected]: I give notice that I cancel my contract for the following goods: [goods]. Ordered on [date] / received on [date]. Name: [name]. Address: [address]. Date: [date].” Add a signature only when sending on paper. Keep a copy of your notice.
Collection, not an invented warehouse
We arrange collection free of charge from the original eligible mainland delivery address. Contact us to agree a slot within 14 calendar days after notification. The registered correspondence address is not a returns depot: do not post goods there without agreed return instructions. If we agree a postal alternative, we will provide the return address and any required label or packaging directions before you send the parcel. Your cancellation notice is effective when properly sent; it does not depend on first obtaining a collection slot.
Return charges
Merchant-arranged collection for change of mind, wrong goods and defects is £0.00. Restocking, inspection and refund fees are also £0.00. Do not pay a speculative carrier rate or send goods at your expense merely because a form asks you to do so. A lawful diminished-value deduction, if relevant, must reflect evidenced handling beyond what is permitted; it is not an automatic handling fee or a disguised charge for exercising your rights.
Change-of-mind condition
You may handle goods as needed to establish their nature, characteristics and functioning. Opening packaging and reasonable inspection do not automatically forfeit cancellation. Original packaging helps safe recovery but is not a blanket condition of your rights. In the statutory route, excess use may justify only a lawful, evidenced diminished-value deduction. The voluntary extension for notices on days 15–30 requires no use beyond inspection. Original defects are assessed separately from customer-caused damage.
Category-specific handling
Inspect mugs without making repeated drinks in them, and keep any sold set together. Unfold a towel to inspect its weave and print; laundering or kitchen use goes beyond inspection for the voluntary extension. Do not handle broken ceramic with bare hands or put sharp pieces loose into a parcel. These practical points do not override reasonable statutory inspection or remove a remedy for goods that were faulty on arrival. Ask us about safe packing or recovery if the condition makes ordinary collection unsuitable. Do not alter goods in an attempt to prove a defect.
Exceptions and exclusions
This assortment does not include personalised goods or a planned sealed hygiene category, so neither is treated as a blanket exception. Sale items retain their legal rights. Customer-caused damage and original non-conformity are different issues and must be assessed on evidence. Any genuinely bespoke goods offered in future would need a separate lawful pre-contract explanation; a new exception cannot be imposed retroactively on an existing purchase.
Faults, wrong goods and transit damage
Under the Consumer Rights Act, faulty, misdescribed or unsuitable-for-agreed-purpose goods can normally be rejected within the 30-day short-term period. After that, applicable repair or replacement and later final rejection or price reduction rights may apply. The six-month evidential presumption applies where the law provides it. Fault claims do not expire with our voluntary day-30 window. The seller bears reasonable necessary recovery costs and remains your contact, rather than sending you to a manufacturer as the only route.
What is refunded
A full statutory cancellation refunds the goods and original standard outbound delivery charge; no premium delivery service is offered here. Our full voluntary whole-order return also refunds original standard delivery. Partial returns refund the relevant goods and any delivery share legally due, with no retroactive clawback of free delivery because the remaining value falls below £75.00. Fault remedies include legally required reasonable costs. You are not required to accept store credit instead of money due.
Refund deadline and method
Because we offer collection, a statutory cancellation refund is made without undue delay and no later than 14 calendar days after cancellation notice: we do not wait for collection or proof of return. For the voluntary extension on days 15–30, refund is within 14 days after collection or return proof. For faulty-goods rejection, refund is without undue delay and within 14 days after entitlement is agreed, as required by law. Use the actual original payment method unless you expressly agree otherwise; no refund fee applies.
Packing and tracking
Keep included pieces of a sold set together, pack safely where possible and retain the collection proof and reference. Stop using chipped or cracked ceramics; hot contents can scald. Keep kitchen cloths away from flames, and do not treat a tea towel as a tested oven glove. An object-only photograph can help us identify damage, but do not handle sharp fragments merely to obtain one. There is no compulsory unboxing video, original-packaging condition or 24/48-hour reporting deadline that erases statutory rights. If a collection is missed, contact us to rearrange it; for statutory cancellation the refund deadline above does not move merely because our collection has not happened.
Unresolved issues
FOR THE LOVE OF NORFOLK LTD is the trader and data controller, company number 15262431. Write to [email protected] or 46 Vanguard Chase, Norwich, England NR5 0UH. This is a correspondence address, not a shop or an unsolicited returns destination. Telephone: +447903 249557. We target a reply within two business days and a reasoned complaint outcome or substantive update within 14 calendar days. If unresolved, GOV.UK consumer-rights guidance and Citizens Advice consumer service can explain advice and Trading Standards routes. No ADR membership or discontinued EU ODR service is claimed. Keep the offer, notice and collection evidence. Review date: 22 October 2026; mandatory consumer rights prevail over any conflicting wording.