Refund policy

Right to cancel an online order
For most goods purchased online, UK consumers may notify us that they wish to cancel within 14 days after the day on which the goods are received. After notifying us, the customer normally has a further 14 days to return the goods.

How to request a cancellation or return
Email support@nova-4.shop with the subject “Return or cancellation request” and provide:
- the order number;
- the customer’s name and order email address;
- the item or items concerned;
- the reason for the request, where relevant; and
- photographs or other information needed to assess damaged, defective or incorrect goods.

Return address
Returns must be sent to: Colliers Way Reading RG30 2QU

Do not send a return until we have provided the applicable return instructions or confirmed the return address.

Condition of returned goods
A customer may handle goods only as much as would reasonably be permitted in a physical shop to establish their nature, characteristics and functioning. If handling beyond that level reduces the value of the goods, we may make a lawful deduction from the refund. Please use the original packaging where reasonably possible and pack the goods securely.

Exceptions to the right to cancel
The statutory cancellation right may not apply to:
- sealed goods that are unsuitable for return for health protection or hygiene reasons after they have been unsealed;
- personalised, bespoke or made-to-order goods;
- goods that deteriorate or expire rapidly;
- digital content or services whose performance began with the customer’s express agreement and acknowledgement, where applicable; or
- another exception permitted by UK law.

Any applicable exception will be disclosed on the relevant product page before purchase. These exceptions do not remove statutory remedies for faulty goods, goods that are not as described or goods that do not conform to the contract.

Return costs
For a change-of-mind return, the customer is responsible for the direct return cost unless we state otherwise. We pay or reimburse reasonable return costs where goods are faulty, damaged, incorrect or not as described. We do not charge a restocking or return-processing fee.

Refund amount and timing
Where the statutory cancellation right applies, we refund the price paid and the cost of the least expensive standard delivery method offered for the order. Any additional amount paid for a more expensive delivery option is not refundable unless required by law.

We issue the refund without undue delay and normally within 14 days after receiving the returned goods or receiving evidence that the goods were sent back, whichever occurs first. Where permitted by law, we may withhold the refund until the goods are returned or evidence of return is supplied. Refunds are made to the original payment method.

Faulty goods
UK consumers have statutory rights under the Consumer Rights Act 2015. Where goods are faulty, not fit for purpose or not as described, the customer may be entitled to a repair, replacement, price reduction or refund depending on the circumstances and timing. Nothing in this policy restricts those rights.