Return & Refund Policy

Products are final sale. If an item arrives damaged, defective or incorrect, report it within seven calendar days so our team can review the claim.

Returns

General returns questions

What claims may be eligible?

Transit damage: The product or essential components arrived physically damaged during delivery.

Product defect: A genuine fault prevents the item from functioning as described or intended.

Incorrect item: The product received is materially different from the order confirmation.

Approved claims may receive an appropriate refund, free replacement or reshipment, or another agreed remedy.

Final-sale policy

Products sold by Novva Living are final sale. Except where required by applicable law or expressly covered by this policy, we do not accept returns or provide refunds because:

You changed your mind.
You no longer want or need the item.
You ordered the wrong colour, size, quantity or model.
The product does not suit your personal taste or expectations.
You found the same or a similar product elsewhere at another price.
You provided incorrect order or delivery information.

This policy does not limit statutory rights that cannot legally be excluded.

Seven-day reporting period

A damaged, defective or incorrect-item claim must be submitted within seven calendar days of the recorded delivery date.

Contact us as soon as the issue is discovered. Claims received later may be declined unless applicable law requires otherwise.

Evidence required

We may require:

Your full name and order number.
The email address used for the order.
A clear description of the problem.
Clear photographs or video showing the issue.
A photograph of the entire product.
A photograph of the parcel and shipping label.
Packaging photographs for transit damage.

Do not discard the product, packaging, accessories or shipping label until resolution.

Claim review

Our support team reviews the information supplied and may request additional photographs, video, troubleshooting or other reasonable evidence.

A claim is not approved until Novva Living confirms approval in writing. Sending evidence does not automatically guarantee a refund or reshipment.

A claim may be declined where the evidence does not show a manufacturing defect, delivery damage or incorrect item.

Returning an item

You do not normally need to return a damaged, defective or incorrect item unless our support team expressly instructs you to do so.

Do not send an item to any address without prior written authorisation. An unauthorised return may not be received, identified, refunded or returned to you.

If a return is required for an approved claim, our team will provide instructions.

Items and issues not covered

A refund or reshipment may be refused where the issue results from:

Normal wear and tear.
Accidental damage after delivery.
Improper use, storage, assembly, cleaning or maintenance.
Modification, alteration or attempted repair.
Use contrary to instructions or intended purpose.
Minor variation in colour, texture, dimensions or finish where reasonably expected.
Damage caused by another person, animal, appliance, environment or external event.
Missing evidence or failure to cooperate with reasonable checks.

Lost or delayed parcels

Tracking may temporarily stop while a parcel moves between countries, clears customs or transfers between networks.

Contact us if tracking has not updated for more than 45 days, the number appears invalid or the carrier confirms the parcel is lost.

After investigation, an eligible claim may receive a refund or free reshipment. See Shipping & Delivery for estimates and tracking guidance.

Incorrect delivery details

Customers are responsible for providing an accurate and complete address, recipient name, postcode and contact information.

Contact us immediately if you notice an error. We will try to correct it before processing, but cannot guarantee changes after submission.

A parcel dispatched to incorrect customer-supplied details may not qualify for a refund or free reshipment.

Duplicate or abusive claims

We may refuse claims that appear false, misleading, duplicated, altered, abusive or fraudulent.

We may restrict future orders where a customer repeatedly misuses the claims process, payment disputes, promotions or support channels.

How to submit a claim

Contact us: report the issue within seven calendar days of recorded delivery.
Share evidence: send the order number, explanation, photographs or video and shipping label.
Claim review: our team assesses the information and requests anything else needed.
Resolution: an approved claim receives a refund, reshipment or another agreed remedy.

When contacting support, include your order number and clear evidence in the first message to help the review proceed efficiently.

Refunds

General refunds

Refunds and reshipments

For an approved claim, Novva Living may provide:

A refund for the affected item.
A free replacement or reshipment.
Another appropriate remedy agreed with the customer.

The remedy depends on the issue, available stock, affected item value and applicable consumer law. If an approved replacement is unavailable, we may issue a refund instead.

Refund processing

Approved refunds are issued to the original payment method. After Novva Living processes a refund, the time required for it to appear depends on your bank, card provider or payment service.

Original customs duties, import taxes, local handling fees, currency-conversion charges and third-party fees are not refundable by Novva Living.

We cannot refund a different card, bank account or payment method.

Policy updates and contact

We may update this policy to reflect changes to our operations, products, delivery services or legal requirements. The latest version will be published here.

To submit a claim, email hello@novvaliving.com or use the Contact Us page.

Last updated 24 May 2026