Refund policy

Last updated: June 2026

At Nova London, your satisfaction is our priority. If you're not completely happy with your purchase, we're here to help.

30-Day Money-Back Guarantee

We proudly offer a 30-Day Money-Back Guarantee on all eligible purchases.

If you're not satisfied with your order, you may request a return within 30 days of receiving your item. Once your return has been approved and received, we'll process your refund to your original payment method.

Eligibility for Returns

To qualify for a return, your item must:

  • Be returned within 30 days of delivery.
  • Be unused or only lightly tested.
  • Be in its original packaging with all included accessories.
  • Be in a resalable condition.

For hygiene reasons, we reserve the right to refuse returns on products that have been heavily used, damaged through misuse, or returned without their original packaging.

Damaged, Faulty or Incorrect Items

If your order arrives damaged, defective, or you receive the wrong item, please contact us within 30 days of delivery.

To help us resolve the issue quickly, please include:

  • Your order number
  • A description of the issue
  • Clear photos or videos showing the damage or fault

Once approved, we'll offer one of the following:

  • A replacement
  • A full refund
  • A partial refund (where appropriate)

There is no additional cost to you for genuine product faults or shipping errors.

Missing Items

If your order is missing an item or accessory, please contact us within 30 days of receiving your package.

After verification, we'll send the missing item or provide an appropriate solution.

Delivery Issues

If your order hasn't arrived within the expected delivery timeframe, please contact us.

We'll investigate the shipment with the courier and keep you updated throughout the process.

Please note that delivery times may occasionally be affected by customs processing, public holidays, severe weather, or other circumstances beyond our control.

Incorrect Shipping Address

Please ensure your shipping address is accurate before placing your order.

Nova London cannot be held responsible for orders delayed, lost, or returned due to:

  • Incorrect or incomplete addresses
  • Refused deliveries
  • Failure to collect parcels from the courier or collection point

If a parcel is returned to us, additional shipping charges may apply to resend the order.

Order Cancellations

Orders may be cancelled before they have been processed for dispatch.

Once an order has been shipped, it cannot be cancelled. However, you may request a return under our 30-Day Money-Back Guarantee after receiving your order.

Refund Process

Once your returned item has been received and inspected, we'll notify you of the outcome.

If approved, your refund will be issued to your original payment method.

Please allow 5–10 business days for your bank or payment provider to process the refund.

Original shipping charges are non-refundable unless the return is due to a fault, damage, or an error on our part.

How to Start a Return

Before returning any item, please contact our customer support team.

Include:

  • Your full name
  • Order number
  • Reason for your return
  • Photos or videos (if applicable)

Once approved, we'll provide return instructions and the correct return address.

Please do not send items back without prior authorisation, as this may delay or prevent your refund.

Non-Returnable Items

For hygiene and safety reasons, we cannot accept returns for:

  • Products that have been heavily used
  • Items damaged through misuse or improper care
  • Products returned without original packaging where this affects resale
  • Gift cards (if applicable)

This does not affect your statutory rights if an item is faulty or not as described.

Force Majeure

Nova London is not responsible for delays caused by events beyond our reasonable control, including but not limited to:

  • Customs inspections
  • Severe weather
  • Natural disasters
  • Strikes
  • Public health emergencies
  • Transport disruptions

We'll always do our best to keep you informed if such events affect your order.

Contact Us

If you have any questions about our Return & Refund Policy, we're here to help.

Email:info@novalondon.store

Our customer support team aims to respond within 1–2 business days.