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Returns and refunds

A straightforward return process.

Changed your mind, received the wrong item or found damage in transit? Start by emailing us with the order reference. We will confirm the correct next step and return instructions.

Start a returnCancellation form

Step by step

How to request a return.

The cancellation process below applies to eligible UK consumer purchases. It does not reduce any statutory rights relating to faulty, damaged or misdescribed goods. You may use our model cancellation form, but a clear cancellation statement is also acceptable.

  1. 01

    Tell us within 14 days

    For an eligible UK consumer order, email us within 14 days after delivery if you want to cancel. You do not need to give a reason.

  2. 02

    Receive return instructions

    We will confirm the return reference and postal instructions. Please do not send a parcel until those details have been provided.

  3. 03

    Send it within 14 more days

    Return the order within 14 days after telling us you are cancelling. Use suitable protective packaging and retain proof of postage.

  4. 04

    Your refund is processed

    Refunds are issued within 14 days after we receive the goods, or after you provide acceptable evidence that they were sent back.

Packing the return

Keep it secure and traceable.

  • Include your name and NOVA order reference
  • Keep products unused and sealed where possible
  • Use protective packaging and a tracked return service
  • Keep the postage receipt until the refund is complete

Faulty, damaged or incorrect

Tell us what went wrong.

Email us as soon as reasonably possible with the order reference, a description of the issue and clear photographs of the item, delivery label and outer packaging where relevant.

Your statutory rights remain in placeWhere goods are faulty, not as described or incorrect, we will provide an appropriate remedy and cover reasonable return costs where required.

Refund details

What happens to your payment.

Approved refunds are returned by bank transfer to the original payer. A cancellation refund includes the basic outbound delivery charge, if one was paid; any extra amount paid for an enhanced delivery service is not refundable beyond the standard charge.

You may handle an item only as much as reasonably necessary to inspect it. A lawful deduction may be made if handling has reduced its value. For change-of-mind returns, the customer pays the return postage after being told this before ordering.

If you cancel before dispatch, email us promptly. We will stop the order where possible and issue a full refund after confirming that it has not left our control.

Email returns support

This policy does not limit mandatory legal rights. Keep your order reference and proof of return.

Updated 17 August 2026