Return Policy

1. Contact NovaShop with your order number and the reason for return.
2. We will provide return instructions (and a return address if applicable).
3. Pack the item securely and include proof of purchase where possible.

If your item arrived damaged or incorrect, please contact us as soon as possible with photos.

If you are a consumer, you may have the right to cancel your order within a cooling-off period (commonly 14 days from receiving goods), subject to conditions and exclusions.

• Items should be returned unused, with all accessories and original packaging (where reasonably possible).
• You may be responsible for return shipping costs unless the return is due to our error.

• Refunds are issued to the original payment method after we receive and inspect the returned item.
• Delivery fees may be refunded in line with UK consumer rules (depending on the return type).
• Processing times depend on the payment provider.

If an item is faulty, damaged on arrival, or not as described, you may be entitled to a repair, replacement, or refund.

• Please provide photos/videos where helpful.
• We will cover reasonable return shipping costs for confirmed faults or our mistakes.

Some items may not be returnable, for example:

• Sealed products that were opened and cannot be returned for hygiene reasons.
• Personalised or custom-made items.
• Items that are clearly used beyond what is necessary to inspect them.

If you are unsure, contact us before returning an item.

If exchanges are available for your item, we will guide you through the process. In many cases, returning and placing a new order is the fastest option.