Cancellation and Refund Policy

This Refund Policy applies to shoe sales completed through NORMA's Stripe Connect checkout flow. It does not apply to rentals or to any arrangement made off-platform between users, which remain peer-to-peer (see "Marketplace Role" and "Payment Processing for Sales" in the Terms and Conditions).

A Buyer may request a refund within 14 days of the day they receive the item, where the item is materially not as described, defective, or not delivered. NORMA may extend or vary this window in specific cases at its discretion. After the eligibility window closes, refunds are at the Seller's discretion or as required by statutory rights.

Buyers initiate a refund request through the Platform's order or messaging flow. The Seller is asked to agree to the refund. Where the Seller agrees, NORMA processes the refund via Stripe. Where the Seller does not agree, NORMA may at its discretion review the dispute and resolve it, including by issuing a refund from the Seller's connected Stripe account, where the facts support the Buyer's claim or where required by law.

Refunds are processed by Stripe and credited to the Buyer's original payment method. The refund amount equals the price the Buyer paid at checkout. Stripe's processing fee on the original transaction is not returned to the Seller. NORMA's 5% platform fee is returned to the Seller when a full refund is issued; partial refunds adjust the platform fee pro rata. Refund timing depends on the Buyer's bank or card issuer and is typically 5–10 business days after Stripe processes the refund.

Nothing in this Refund Policy limits or excludes any statutory rights a Buyer may have, including (where the Seller is acting as a trader) rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Where a Seller is acting as a private individual, those statutory rights may not apply; the contract of sale is between the Buyer and Seller, not NORMA. NORMA does not verify Seller trader status.

For refund questions or to escalate a dispute, contact NORMA via the support page or by replying to your order confirmation email.