REFUND AND RETURN POLICY

Last updated: 11 September 2026

This policy explains cancellation, return, replacement and refund rights for purchases from noova1. Nothing in this policy limits rights that cannot lawfully be excluded, including rights under the Consumer Rights Act 2015 and Consumer Contracts Regulations 2013 where applicable.

CHANGE-OF-MIND CANCELLATION FOR UK CONSUMERS

An eligible United Kingdom consumer purchasing online generally has 14 days after the day the goods are received to tell us that they wish to cancel. If an order is delivered in separate parts, this period normally begins after the final part is received.

To cancel, email support@noova1.shop before the cancellation period expires and clearly state that you wish to cancel. Include your order number and the email address used at checkout. After notifying us, you must send the goods back within 14 days using the return instructions we provide.

RETURN CONDITION

You may inspect a product as you reasonably would in a shop. Where handling goes beyond what is necessary to establish the nature, characteristics and functioning of the goods, we may reduce the refund to reflect a loss in value, where permitted by law. Where reasonably possible, return the product with all accessories, manuals and original packaging.

ITEMS EXCLUDED FROM CHANGE-OF-MIND RETURNS

Unless a product is faulty or applicable law requires otherwise, cancellation rights may not apply to:

- Personalised, customised or made-to-order products.
- Goods that deteriorate or expire rapidly.
- Sealed hygiene-sensitive or health-protection goods after the seal is broken.
- Sealed audio, video or software products after unsealing.
- Digital content once supply has begun with the customer's prior consent and acknowledgement.
- Goods inseparably mixed with other items after delivery.

DAMAGED, DEFECTIVE, INCORRECT OR NOT-AS-DESCRIBED PRODUCTS

Please inspect your order promptly after delivery. If a product arrives damaged, is defective, is not the product ordered or is materially different from its description, contact support@noova1.shop as soon as reasonably possible. Include your order number, a description of the issue and clear photographs or video of the product and packaging. Keep the product and packaging until the review is complete.

Goods must be as described, of satisfactory quality and fit for purpose. Depending on the circumstances and applicable law, an eligible problem may be resolved with a repair, replacement, price reduction or refund. Your statutory rights are not affected.

HOW TO START A RETURN

1. Email support@noova1.shop with your order number and reason for the request.
2. Wait for written return authorisation and the correct return address.
3. Package the product securely and follow the provided instructions.
4. Keep proof of postage and tracking until the return is completed.

Do not send a product to our published business address unless customer support has confirmed in writing that it is the correct return destination. Unauthorised returns may be delayed.

RETURN SHIPPING COSTS

For a change-of-mind return, the customer is responsible for the direct return cost unless we agree otherwise. For an approved damaged, defective, incorrect or materially not-as-described product, noova1 will provide a suitable return method or reimburse reasonable authorised return costs where required by law. No restocking fee is charged for an approved statutory return.

REFUND AMOUNT AND TIMING

Approved refunds are returned to the original payment method whenever possible. For a valid cancellation, we will refund the sums due, including the least expensive standard outbound delivery charge offered where required by law, no later than 14 days after we receive the returned goods or receive evidence that they were sent back, whichever occurs first. We do not have to refund an additional amount paid for an enhanced delivery method.

For an approved faulty-product claim that does not require a return, we normally issue the agreed refund within five business days after approval. A bank or payment provider may require additional time to display the credit after we issue it.

CONTACT

noova1
Email: support@noova1.shop
Telephone: +44 7193 352 5707
Address: 287 St Radigunds Rd, Dover, CT17 0LD, United Kingdom