Terms of service

Last updated: 31 May 2026

Welcome to Normen & Rena. The terms "we", "us" and "our" refer to Normen & Rena. Normen & Rena operates this store and website, including all related information, content, features, tools, products and services in order to provide you, the customer, with a curated shopping experience (the "Services"). Normen & Rena is powered by Shopify, which enables us to provide the Services to you.

The below terms and conditions, together with any policies referenced herein (these "Terms of Service" or "Terms") describe your rights and responsibilities when you use the Services.

Please read these Terms of Service carefully, as they include important information about your legal rights and cover areas such as warranty disclaimers and limitations of liability.

By visiting, interacting with or using our Services, you agree to be bound by these Terms of Service and our Privacy Policy. If you do not agree to these Terms of Service or Privacy Policy, you should not use or access our Services.

Section 1 — Access and Account

By agreeing to these Terms of Service, you represent that you are at least 18 years of age, or that you have obtained the consent of a parent or legal guardian to use the Services.

To use the Services, including accessing or browsing our online stores or purchasing any of the products or services we offer, you may be asked to provide certain information, such as your email address, billing, payment, and shipping information. You represent and warrant that all the information you provide in our stores is correct, current and complete and that you have all rights necessary to provide this information.

You are solely responsible for maintaining the security of your account credentials and for all of your account activity. You may not transfer, sell, assign, or license your account to any other person.

Section 2 — Our Products

We have made every effort to provide an accurate representation of our products and services in our online store. However, please note that colours, images, and product appearance may differ from how they appear on your screen due to the type of device used, display settings, lighting conditions, and individual screen calibration.

We do not warrant that the appearance, colour, texture, finish, size, scale, or quality of any product will exactly match the images, mock-ups, or descriptions displayed on our website.

Many of our products are handmade, personalised, printed, custom-made, or produced to order.

Minor variations in colour, finish, positioning, texture, scale, appearance, and overall presentation may occur between:

• Product photographs
• Digital mock-ups
• Screen displays
• Final handmade, printed, or personalised products

Such variations are a normal part of the handmade and custom production process and do not constitute defects, faults, or grounds for return or refund.

We make every effort to accurately represent our products. However, slight differences may occur due to:

• The handmade nature of certain products
• Manufacturing and production processes
• Material characteristics and availability
• Printing processes
• Personalisation requirements
• Product updates and improvements

Product images are provided for illustrative purposes only and may not always reflect every variation, feature, or detail of the final product received.

All product descriptions, specifications, pricing, availability, and other information are subject to change at any time without notice at our sole discretion.

We reserve the right to discontinue any product at any time and may limit the quantities of any products or services offered to any person, geographic region, or jurisdiction on a case-by-case basis.

Licensed and Limited Collections

Some products available through our store are sold under licence from third-party rights holders. Licensed collections are available for a limited period only and may be withdrawn from sale when the licence period expires. The availability of licensed products is subject to the terms of the relevant licence agreement and cannot be guaranteed beyond the stated or implied licence period. This does not affect any orders placed and accepted prior to a collection being withdrawn.

Section 3 — Orders

When you place an order, you are making an offer to purchase products or services from Normen & Rena.

We reserve the right to accept, reject, limit, modify, or cancel any order at our sole discretion and for any reason, including but not limited to product availability, pricing errors, suspected fraud, security concerns, or issues relating to payment processing.

Your order is not considered accepted until payment has been successfully received and we have confirmed acceptance of your order.

Please review your order carefully before submitting it. Once an order has been placed, we may be unable to accommodate cancellation requests, modifications, or corrections.

In the event that we are unable to accept, fulfil, modify, or complete an order, we will attempt to notify you using the contact information provided during checkout.

Production and Made-to-Order Policy

All products sold through our online store are produced individually to order. Unless otherwise stated at the time of purchase, no products are held as pre-printed, pre-personalised, or ready-made stock. Production of your order will not begin until payment has been successfully received and, where applicable, all personalisation details and design approvals have been confirmed.

Personalised, Custom-Made, and Made-to-Order Products

For personalised, custom-made, or made-to-order products, customers are responsible for ensuring that all submitted information is accurate, complete, and correct at the time of ordering.

This includes, but is not limited to:

• Names
• Dates
• Spellings
• Personalisation details
• Uploaded photographs
• Logos
• Artwork
• Design instructions
• Product specifications

Normen & Rena is not responsible for errors, omissions, inaccuracies, or mistakes contained within information supplied by the customer. No refund or reprint will be offered where an error originates from customer-supplied details.

Customer Supplied Content

Where customers upload, submit, provide, or request the use of photographs, images, logos, artwork, graphics, text, designs, or other content, the customer represents and warrants that they own the content or have obtained all necessary rights, licences, permissions, and authorisations required for its use.

The customer is solely responsible for ensuring that submitted content does not infringe any copyright, trademark, intellectual property, privacy, publicity, or other legal rights of any third party.

Normen & Rena reserves the right to refuse, cancel, suspend, or remove any order containing content that we reasonably believe may be unlawful, infringing, offensive, defamatory, misleading, inappropriate, or otherwise unsuitable.

The customer agrees to indemnify and hold harmless Normen & Rena from any claims, damages, liabilities, costs, expenses, legal fees, or losses arising from the use of customer-supplied content.

Certain products may include an optional simple personalisation service or a full custom design service. Where a full custom design service is requested, a separate personalisation fee will be invoiced upon final design approval, prior to production commencing. Full details of both personalisation tracks are governed by our Refund & Return Policy.

Design Proofs and Customer Approval

Where design proofs, mock-ups, digital previews, samples, approval requests, or artwork reviews are provided for full custom design orders, customers are responsible for carefully reviewing all details before providing final approval.

For simple personalisation orders — where a customer submits a name, date, or short text to be added to an existing design — the customer is solely responsible for ensuring all submitted details are correct at the time of ordering. No proof or preview will be provided for simple personalisation orders unless otherwise agreed.

For full custom design orders, this includes checking:

• Names
• Dates
• Spellings
• Layouts
• Design placement
• Uploaded images
• Artwork
• Colours
• Product specifications
• Any other personalised details

Once final approval has been provided, Normen & Rena cannot accept responsibility for any errors, omissions, inaccuracies, or issues that were present in the approved design.

Production will not begin until all required approvals, information, and design confirmations have been received where applicable.

Order Changes and Cancellations

Orders for personalised, custom-made, made-to-order, or custom-designed products may not be eligible for cancellation, modification, exchange, or refund once:

• Design work has commenced
• Production has commenced
• Personalisation has been applied
• Materials have been ordered
• Preparation or fulfilment has begun

Any cancellation, refund, or modification request will be handled in accordance with our Refund & Return Policy.

By placing an order, you acknowledge and agree to the terms outlined in this section as well as our Refund & Return Policy, Shipping Policy, and Privacy Policy.

Right to Cancel (Consumer Contracts Regulations 2013)

Under the Consumer Contracts Regulations 2013, you may have the right to cancel an order within 14 days of receiving your goods without giving a reason.

However, this right does not apply to:

• Products that are made to order or produced to your specifications
• Personalised products, including those featuring names, dates, or custom details
• Custom-made or bespoke items produced following a design consultation

As all products sold through our online store are produced individually to order, the cancellation right under the Consumer Contracts Regulations 2013 does not apply to the majority of purchases made through our website.

If you are unsure whether your order qualifies for cancellation, please contact us at info@normenrena.co.uk before placing your order.

Section 4 — Prices and Billing

Prices, discounts, promotions, and special offers are subject to change without notice.

The price charged for a product or service will be the price displayed on our website at the time the order is placed and will be confirmed in your order confirmation email.

Unless otherwise stated, all prices displayed on our website are shown in Pounds Sterling (GBP £).

Shipping charges, delivery fees, and any optional service charges will be displayed during checkout and added to your order total where applicable.

We reserve the right to correct any pricing errors, inaccuracies, omissions, or technical mistakes that may occur on our website, including after an order has been submitted.

In the event that a product or service has been incorrectly priced, we reserve the right to:

• Cancel the order
• Refuse the order
• Contact the customer to discuss the error
• Offer the option to proceed at the correct price

If an order is cancelled due to a pricing error, any payment received will be refunded in full.

Promotional discounts, voucher codes, loyalty rewards, and special offers may be subject to separate terms and conditions and may not be combined unless specifically stated.

By submitting payment information, you represent and warrant that:

• You are authorised to use the payment method provided
• The payment information supplied is accurate and complete
• Charges incurred will be honoured by your payment provider
• You will pay all applicable charges associated with your order

Normen & Rena reserves the right to refuse, suspend, cancel, or limit orders where fraud, misuse, unauthorised payment activity, chargeback abuse, or suspicious activity is suspected.

Any personalisation fees, cancellation terms, revision limits, refunds, and return eligibility relating to simple personalisation orders or full custom design services shall be governed by our Refund & Return Policy.

Section 5 — Shipping and Delivery

Normen & Rena is committed to processing and dispatching orders as efficiently as possible. However, all processing times, dispatch times, and delivery estimates are provided for guidance only and are not guaranteed.

Processing times are separate from shipping transit times and may vary depending on:

• Product type
• Personalisation requirements
• Design consultations
• Customer approvals
• Revision requests
• Production schedules
• Order volume
• Material availability
• Circumstances outside our reasonable control

Where design proofs, mock-ups, or approval requests are required, production will not begin until all necessary information and approvals have been received.

Shipping providers may include Royal Mail, Evri, DPD, DHL, UPS, Yodel, or other suitable courier services selected at our discretion.

The courier used may vary depending on:

• Parcel size and weight
• Delivery destination
• Service availability
• Collection schedules
• Operational requirements

The shipping method, including whether tracked or untracked services are used, will be selected at our discretion based on the size, weight, and nature of the item. Where a tracked service is used, tracking information will be provided where available. Normen & Rena is not liable for delays or losses arising from the shipping method selected, except where required by applicable law.

Normen & Rena is not responsible for delays caused by:

• Courier network disruptions
• Postal strikes
• Severe weather
• Customs or security checks
• Peak seasonal demand
• Transportation disruptions
• Circumstances outside our reasonable control

Risk of loss and responsibility for the products passes to the customer upon delivery to the address provided during checkout.

Additional information regarding shipping services, processing times, delivery estimates, tracking, and delivery policies can be found in our Shipping Policy.

Section 6 — Intellectual Property

All content available through the Services, including but not limited to logos, trademarks, brand names, product photographs, product designs, artwork, graphics, text, mock-ups, website content, marketing materials, digital assets, software, layouts, and design elements, are owned by or licensed to Normen & Rena and are protected by applicable intellectual property, copyright, trademark, design right, and other laws.

These Terms permit you to access and use the Services for personal, non-commercial purposes only.

You may not, without our prior written permission, copy, reproduce, distribute, modify, publish, display, sell, licence, create derivative works from, or commercially exploit any content available through the Services. All rights not expressly granted are reserved by Normen & Rena.

Custom Design Services

Where custom design services, artwork creation, branding, logo development, mock-ups, layouts, or creative services are provided, ownership of the final approved design specifically created for the customer shall transfer to the customer upon full payment of the personalisation fee invoice, unless otherwise agreed in writing.

For the avoidance of doubt, payment of the base product price alone does not transfer ownership of any design work, mock-ups, or creative materials produced during the custom design process. Ownership of the final approved design transfers only upon receipt of full payment of the personalisation fee.

Such commercial usage rights permit the customer to use the final approved design for lawful business, marketing, promotional, advertising, and commercial purposes, including where applicable:

• Custom logos
• Business branding created specifically for the customer
• Bespoke artwork commissioned by the customer
• Final approved designs expressly created for the customer

However, Normen & Rena retains ownership of:

• Design templates and frameworks
• Layout concepts and production methods
• Mock-up systems and creative processes
• Reusable design elements and general design styles
• Preliminary concepts and drafts not selected for final use
• Source files, working files, and production files unless otherwise agreed in writing

Unless expressly agreed in writing, the purchase of a design service does not transfer ownership of source files, editable files, working files, production files, design systems, templates, or proprietary creative methods used in the development process.

Customer Supplied Content

Customers retain ownership of content they lawfully own and submit to us.

By providing photographs, logos, artwork, images, text, branding materials, or other content for use in connection with an order, the customer grants Normen & Rena a non-exclusive licence to use, reproduce, modify, resize, prepare, print, manufacture, and process such content solely for the purpose of fulfilling the order and providing related services.

The name "Normen & Rena", associated branding, logos, designs, and website content may not be used without prior written permission.

Section 7 — Optional Tools

We may provide access to third-party tools, applications, integrations, services, or resources that we neither monitor nor control.

You acknowledge and agree that such tools are provided on an "as is" and "as available" basis without warranties, representations, conditions, or endorsements of any kind.

Normen & Rena shall have no liability whatsoever arising from or relating to your use of optional third-party tools, applications, services, or integrations.

Examples of third-party services may include, but are not limited to:

• Loyalty and rewards programmes
• Product review platforms
• Customer communication tools
• Product customisation tools
• Shipping and tracking services
• Payment processing services
• Marketing and email platforms
• Artificial intelligence tools
• Social media integrations

Section 8 — Third-Party Links

The Services may contain links to third-party websites, services, applications, resources, content, materials, or functionality that are not owned, operated, or controlled by Normen & Rena.

Such links are provided for convenience and informational purposes only. We do not monitor, review, endorse, approve, guarantee, or assume responsibility for the accuracy, availability, content, policies, practices, products, services, or materials provided by any third party.

Normen & Rena shall not be liable for any loss, damage, costs, claims, liabilities, or expenses arising from accessing third-party websites, using third-party services, or relying on third-party information.

Any complaints, claims, questions, concerns, or disputes regarding third-party products, services, websites, or content should be directed to the relevant third party.

Section 9 — Relationship with Shopify

Normen & Rena is powered by Shopify, which enables us to provide our products and services through this website.

However, all sales, purchases, transactions, products, services, customer support, fulfilment, shipping, returns, refunds, and other aspects of the customer relationship are provided directly by Normen & Rena.

By using our Services, you acknowledge and agree that Shopify is not responsible for any aspect of any transaction between you and Normen & Rena, including any injury, damage, loss, claim, delay, defect, refund request, shipping issue, or dispute relating to products or services purchased through our website.

Section 10 — Privacy Policy

Your privacy is important to us.

All personal information collected through our Services is processed in accordance with our Privacy Policy.

By using our Services, you acknowledge that you have read and understood our Privacy Policy and agree to the collection, use, storage, and processing of your personal information as described therein.

Because our website is powered by Shopify, certain personal information may also be collected, processed, stored, and transmitted by Shopify and its service providers. For additional information regarding Shopify's handling of personal information, please refer to Shopify's Privacy Policy.

Section 11 — Feedback, Reviews, and Testimonials

If you submit, upload, post, email, publish, or otherwise provide any reviews, feedback, testimonials, suggestions, ideas, comments, photographs, ratings, recommendations, or other content ("Feedback"), you grant Normen & Rena a non-exclusive, worldwide, royalty-free, perpetual licence to use, reproduce, publish, display, distribute, adapt, modify, and promote such Feedback for business, marketing, promotional, customer service, and operational purposes.

Where Feedback includes photographs or images featuring identifiable individuals, Normen & Rena will endeavour to seek consent before using such content in public-facing marketing materials. This does not limit the licence granted above but reflects our commitment to handling customer content respectfully and in accordance with applicable privacy laws.

This may include:

• Displaying reviews on our website
• Sharing testimonials in marketing materials
• Publishing customer feedback on social media
• Including reviews in email marketing campaigns
• Using photographs submitted by customers for promotional purposes

By submitting Feedback, you represent and warrant that:

• You own or control the rights to the content submitted
• The content is accurate and truthful
• The content does not infringe the rights of any third party
• The content does not contain unlawful, defamatory, abusive, offensive, misleading, or inappropriate material

Normen & Rena reserves the right, but has no obligation, to monitor, edit, remove, refuse, or moderate any Feedback submitted through the Services.

Section 12 — Errors, Inaccuracies and Omissions

Occasionally there may be information on our website, within the Services, or in communications that contains typographical errors, inaccuracies, omissions, or outdated information.

Such errors may relate to product descriptions, pricing, promotions, shipping charges, delivery estimates, availability, or processing times.

We reserve the right to correct any errors, inaccuracies, omissions, or outdated information at any time without prior notice.

Where an error materially affects an order already placed, we may:

• Contact the customer to explain the issue
• Offer an alternative solution
• Cancel the affected order
• Issue a full refund where applicable

Section 13 — Prohibited Uses

You may access and use the Services only for lawful purposes and in accordance with these Terms of Service.

You agree not to use the Services:

• For any unlawful purpose or to violate any applicable laws or regulations
• To infringe upon the intellectual property rights of Normen & Rena or any third party
• To harass, abuse, threaten, intimidate, defame, or otherwise harm any person
• To submit false, misleading, fraudulent, or deceptive information
• To transmit unsolicited marketing communications, spam, or chain letters
• To impersonate any individual, business, organisation, or entity
• To upload or transmit viruses, malware, malicious code, or other harmful software
• To interfere with, disrupt, damage, overload, or impair the Services or related systems
• To attempt to gain unauthorised access to any part of the Services, servers, accounts, or databases
• To collect, harvest, monitor, scrape, or store personal information belonging to other users
• To use automated systems, bots, crawlers, or other automated methods to access, copy, or interact with the Services without our prior written consent
• To reproduce, duplicate, copy, sell, or exploit any portion of the Services without authorisation
• To bypass or circumvent security features, access controls, or protective measures used by the Services

Section 14 — Agents

14.1 This section ("Agent Terms") applies if you use, allow, enable, or cause the deployment of an Agent to access, use, or interact with any Services. "Agent" means any software or service that takes autonomous or semi-autonomous action on behalf of, or at the instruction of, any person or entity and that can be executed on behalf of or using a user's device, without direct supervision.

14.2 No Agent may access, use, or interact with Services unless, at all times, it identifies itself and operates in strict accordance with the requirements in section 14.4 below. In addition, no Agent may access, use, or interact with Services if we have requested that the Agent refrain from doing so.

14.3 We may limit, including by technical measures, whether and how any Agent accesses, uses, and interacts with Services.

14.4 Agents must: (i) in all HTTP/HTTPS requests, identify that the request is from an Agent and disclose the name of the Agent by including the following in the request's user agent string: "Agent/[agent name]"; (ii) not conceal or obfuscate that any access, use, or interactions are from an Agent; (iii) respond truthfully to any question or prompt seeking to determine if interactions are coming from a human or a computer; (iv) not circumvent or otherwise avoid any measure intended to block, limit, modify, or control whether and how Agents access, use, or interact with the Services.

Section 15 — Termination

We reserve the right to suspend, restrict, refuse, or terminate access to the Services, in whole or in part, at our sole discretion and without prior notice where we reasonably believe that these Terms of Service have been violated, fraudulent activity is suspected, or continued access may expose Normen & Rena, its customers, or partners to risk, liability, or harm.

Termination may include:

• Suspension of customer accounts
• Cancellation of pending orders where permitted by law
• Refusal of future orders
• Restriction of access to certain features or services
• Permanent removal of access to the Services

The following provisions shall survive termination where applicable: Intellectual Property, Customer Content, Feedback and Reviews, Limitation of Liability, Indemnification, and Governing Law.

Section 16 — Disclaimer of Warranties

The Services and all products, content, information, materials, and resources offered through the Services are provided on an "AS IS" and "AS AVAILABLE" basis, without any representation, warranty, condition, or guarantee of any kind, whether express, implied, statutory, or otherwise.

To the fullest extent permitted by law, Normen & Rena disclaims all implied warranties and conditions, including but not limited to merchantability, fitness for a particular purpose, title, non-infringement, accuracy, reliability, availability, and performance.

We do not guarantee that your use of the Services will be uninterrupted, secure, or error-free, or that product images, mock-ups, or digital previews will perfectly reflect every aspect of the final product.

Many of our products are handmade, personalised, printed, custom-made, or produced to order. Minor variations in colour, finish, positioning, texture, scale, appearance, and overall presentation are considered normal and do not constitute defects, faults, or grounds for return or refund.

Nothing in these Terms excludes, restricts, or limits any statutory rights, consumer protections, warranties, or legal obligations that cannot lawfully be excluded or limited under applicable law.

Section 17 — Limitation of Liability

To the fullest extent permitted by applicable law, in no event shall Normen & Rena, Shopify, and our respective owners, employees, affiliates, contractors, suppliers, service providers, licensors, agents, or partners be liable for any injury, loss, claim, damage, liability, cost, or expense of any kind arising from or relating to your use of the Services, any products purchased through the Services, errors or technical issues, third-party services, customer-supplied content, courier delays, or product variations arising from handmade or custom production processes.

To the fullest extent permitted by law, Normen & Rena shall not be liable for any indirect, incidental, consequential, special, punitive, or exemplary damages, including but not limited to loss of profits, revenue, savings, business opportunities, goodwill, data, or anticipated benefits, whether arising in contract, tort, or otherwise.

Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any liability that cannot legally be excluded or limited under applicable law.

Section 18 — Indemnification

You agree to indemnify, defend, and hold harmless Normen & Rena, Shopify, and our respective affiliates, partners, officers, directors, employees, agents, contractors, licensors, suppliers, and service providers from and against any claims, actions, liabilities, damages, losses, costs, expenses, or legal fees arising from or relating to:

• Your breach of these Terms of Service
• Your misuse of the Services
• Your violation of any applicable law or the rights of any third party
• Customer-supplied photographs, artwork, logos, images, or other content
• Any false, inaccurate, misleading, unlawful, or unauthorised information supplied by you
• Any claim that customer-supplied content infringes the intellectual property or other legal rights of a third party

Section 19 — Severability

If any provision of these Terms of Service is determined to be unlawful, invalid, unenforceable, or void, that provision shall be deemed severed from these Terms to the minimum extent necessary. Any such determination shall not affect the validity or enforceability of the remaining provisions, which shall continue in full force and effect.

Section 20 — Waiver; Entire Agreement

No failure or delay by Normen & Rena in exercising any right or remedy contained within these Terms of Service shall constitute a waiver of that right or remedy. Any waiver shall be effective only if made expressly and in writing.

These Terms of Service, together with our Privacy Policy, Refund & Return Policy, Shipping Policy, and any other policies published on the website, constitute the entire agreement between you and Normen & Rena regarding your use of the Services and supersede any prior agreements or understandings.

Section 21 — Assignment

You may not assign, transfer, delegate, sublicense, or otherwise dispose of any of your rights or obligations under these Terms of Service without the prior written consent of Normen & Rena. Any attempted assignment in violation of this section shall be null and void.

Normen & Rena may assign, transfer, or subcontract any of its rights or obligations under these Terms of Service at any time without restriction, including in connection with a sale of the business, merger, acquisition, or business reorganisation.

Section 22 — Governing Law

These Terms of Service shall be governed by and construed in accordance with the laws of England and Wales. Any dispute arising out of or relating to these Terms of Service or the Services shall be subject to the exclusive jurisdiction of the courts of England and Wales.

Nothing in these Terms of Service shall limit or exclude any consumer rights or protections that may apply under applicable law.

Section 23 — Headings

The headings used in these Terms of Service are included for convenience and reference purposes only and shall not affect, limit, or otherwise influence the interpretation of any provision contained within these Terms of Service.

Section 24 — Changes to Terms of Service

We reserve the right to update, modify, amend, replace, or revise these Terms of Service at any time and at our sole discretion. Any changes will become effective immediately upon posting the revised Terms of Service on our website.

It is your responsibility to review these Terms of Service periodically for updates. Your continued access to or use of the Services following the posting of any changes constitutes acceptance of those changes.

Section 25 — Contact Information

Questions about these Terms of Service should be sent to:

• Email: info@normenrena.co.uk
• Website: www.normenrena.co.uk
• Privacy Policy: normenrena.co.uk/policies/privacy-policy
• Refund & Return Policy: normenrena.co.uk/policies/refund-policy
• Shipping Policy: normenrena.co.uk/policies/shipping-policy

If you have questions regarding an order, personalised product, custom design service, return request, delivery issue, privacy matter, or any other enquiry relating to our Services, please contact us using the details above.