Refund policy

We want customers to understand the return process before purchasing. To start any return, email monseeren6083@outlook.com with your order number, the item concerned, and the reason for the request. Do not send a parcel until we provide return instructions and the appropriate return address.

Change-of-mind returns

UK consumers generally have a statutory right to notify us of cancellation within 14 days after receiving an eligible online purchase and then return it within a further 14 days. nova-a also provides a voluntary return window of 30 days from delivery for eligible products.

An eligible change-of-mind return must be unused, unopened where sealed, complete with accessories, and in resalable original packaging. Because some personal-care products are sealed for hygiene or health-protection reasons, they cannot be returned for change of mind after the seal has been broken. This exclusion does not limit rights where an item is faulty or not as described.

Customers pay change-of-mind return postage and should use a tracked service. We do not charge a restocking fee. For a valid statutory cancellation of the entire order, we refund the basic outbound delivery charge; an optional express upgrade is not refundable.

Faulty, damaged, or incorrect products

Inspect the order after delivery. If an item arrives damaged, is incorrect, or does not conform to its description, contact us promptly and include clear photographs where helpful. We will provide an appropriate remedy—such as replacement, repair, price reduction, or refund—as required by the Consumer Rights Act 2015. Reasonable return costs for an accepted fault or fulfilment error are paid or reimbursed by nova-a.

Refund timing

Refunds are issued to the original payment method after the returned goods arrive and are assessed. We normally process them within 14 days of receiving the return, or within the statutory deadline where different. Banks and wallet providers may require additional time to display the credit. Original gift wrapping and services already fully performed are not refundable unless required by law.