Cancellation, Returns, Exchanges & Refund Policy

An order may be cancelled before it has been dispatched. Once an order has been dispatched, it cannot be cancelled.

To request a cancellation, contact norma@houseofnorma.com or WhatsApp +91 73066 11987 with your order number. Approved cancellations will be refunded to the original payment method. Payment-provider or bank processing times may apply.

Requests to change an item, size or shipping address may be considered only before dispatch and are subject to availability and operational feasibility. Once the parcel has been handed to the courier, we may not be able to make changes.

Eligible full-priced items may be returned for store credit within 14 days of delivery. Regular returns are not refunded to the original payment method.

To qualify, an item must be unworn, unused, unwashed, unaltered and free from stains, scents, makeup, damage or other signs of wear. Original tags and packaging must remain intact. Items that do not meet these conditions may be declined and returned to the customer.

Eligible full-priced items may be exchanged for another available size of the same product within 14 days of delivery. Exchanges are subject to product and size availability. If the requested size is unavailable, store credit may be offered.

If an item arrives damaged, contact us within 48 hours of delivery. Provide the order number, clear photographs of the damage and an unedited opening and unpacking video that begins with the sealed parcel and clearly shows the item being removed.

Once the claim has been verified and the returned item has been received and inspected, a full refund will be initiated to the original payment method. Norma will bear the approved return-shipping cost.

If you receive an item different from the one ordered, contact us within 48 hours of delivery. Provide the order number, clear photographs and an unedited opening and unpacking video that begins with the sealed parcel.

Once verified, you may choose an exchange, subject to product and size availability, or return the item for store credit. Norma will bear the approved return-shipping cost.

Submit a request through the Returns & Exchanges page or contact norma@houseofnorma.com or WhatsApp +91 73066 11987. Include your full name, order number, reason for the request and clear photographs. For damaged or incorrect items, include the required opening and unpacking video.

Please do not send an item back without receiving return authorisation and instructions from Norma.

Norma will bear the approved return-shipping cost for verified damaged or incorrect items. For all other eligible returns and exchanges, return shipping is the customer's responsibility. Any charge for sending an exchanged item will be communicated before processing.

Once an eligible returned item has been received and passes inspection, store credit will be issued within seven working days. Its value and any applicable validity period will be communicated by email or WhatsApp.

Where a monetary refund is due, Norma will initiate it to the original payment method within seven working days after the returned item has been received and approved. After initiation, it may take an additional 5–10 working days to appear in the customer's account, depending on the bank or payment provider.